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