TIP SHEET

Best Practices for Contact Centre Routing

Queue-based routing has many limitations. Lack of a single, universal queue for all channels and media types creates a fragmented customer experience and makes it impossible to manage SLAs and prioritise the most valuable customer interactions across channels.

Download this tip sheet to learn how you can:

  • Assign the right work to the right resource at the right time
  • Improve first contact resolution (FCR), reduce average handle time (AHT) and increase Net Promoter Score (NPS) with agent-based routing
  • Orchestrate customer experience with insight into customer activity across all channels with Genesys Routing
Best practices for contact center routing ts 3d en

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