Contact centres often pool agents into large groups of generalists to distribute work evenly. Skills-based routing takes this a step further with specialized groups. But neither approach scales properly to identify all opportunities and drive business outcomes on each interaction.
Predictive routing uses artificial intelligence (AI) and machine learning to create balance—meeting targets and giving customers a personalised experience. Read Demystifying AI: Creating an AI partnership that maximises business results to learn how predictive routing systematically: