There is only one way to know if it is -direct employee input into the design, followed up by extensive usability testing. The model has its advantages, such as engendering closeness and camaraderie and making agents themselves responsible for first contact resolution. On the down side, it takes agents off of the phone while they are providing support to others. This model can be used in centers only if it is not necessary to track and trend issues for continual improvement. It may be part of the supervisors' jobs to assist agents with questions they cannot answer or to take escalated calls.
Agents raise flags, stand up, grab a roamer, or call a supervisor on an extension.
The supervisor provides the agent with the information necessary to complete the call, brings the customer and the agent together on the phone line for a three-way conversation, or takes the call over. And supervisors may be able to identify which of their agents needs more training and assistance. Therefore, there is not an opportunity to continually update knowledge. In the roaming supervisor scenario, the knowledge stays between the agent and the supervisor. If management is not careful, some knowledge can become distorted.