Work
Channel Mix Study
A reading of how phone, email, and chat share the same morning — which channel eats the seats, and which one is only noisy.
A Channel Mix Study is for floors that added chat or a web form and then discovered the phone still swallows the morning. We do not treat every contact as equal. A two-minute chat that should have been a status page is not the same object as a billing dispute that needs a voice.
You send two to four weeks of contacts tagged by channel, with handle time and, if you have it, transfer and reopen marks. We draw a simple mix: share of volume, share of agent hours, and the hours of day when one channel knocks the others off the roster.
The study does not recommend a new channel. It shows whether the phone queue is hungry because email is slow, or because chat is being used as a waiting room. The written note is short — six pages — and the boards are meant to hang beside the existing SLA sheet, not replace it.
Out of scope: social-media listening, bot scripts, and any claim about “deflection.” If a contact still needed a person, we will not pretend the form removed it.
Fee from 2,200 GEL. A half-day walkthrough of the boards in Tbilisi can be added from the briefing rate on the rates page.