Best practices:

Improve contact centre routing results

You want to connect each customer to the agent best prepared to resolve their issue. But static ACD and skills-based routing add layers of complexity. As customer behavior and agent skills evolve, your web of routing rules grows more complex — making it harder to manage.

And routing is often used to optimise agent utilisation, not efficiency or customer experience metrics. There’s a better way to ensure every customer is routed to the right agent quickly.

Read the ebook to learn how artificial intelligence-based routing methods enable you to:

  • Leverage complete agent and customer profiles based on quantitative and qualitative attributes
  • Predict outcomes and match customers to agents most likely to deliver the best customer experiences
  • Improve customer experience and business outcomes like FCR, AHT, satisfaction and more