System and method for transition between customer care resource modes

A system, comprising:

• a processing system including a processor;
• and
• a memory that stores executable instructions that, when executed by the processing system, facilitate performance of operations, comprising:
• associating a first resource of a plurality of customer care service resources with a first customer service session, wherein the first resource participates in an interactive communication exchange with customer equipment via the first customer service session and according to a first communication mode of a plurality of communication modes;
• determining an advantage based on an association of an other resource of the plurality of customer care service resources with the interactive communication exchange;
• identifying a second resource of the plurality of customer care service resources responsive to the determining of the advantage;
• and
• associating the second resource with the first customer service session, wherein the second resource participates in the interactive communication exchange via the first customer service session.

A machine-readable storage medium, comprising executable instructions that, when executed by a processing system including a processor, facilitate performance of operations, comprising:

• associating a first resource of a plurality of service resources with a first service session, wherein the first resource participates in an interactive communication exchange with user equipment via the first service session and according to a first communication mode of a plurality of communication modes;
• evaluating a benefit of associating an other resource of the plurality of service resources with the interactive communication exchange;
• identifying a second resource of the plurality of service resources responsive to the evaluating of the benefit;
• and
• associating the second resource with the first service session, wherein the second resource participates in the interactive communication exchange via the first service session.