Best Practice Webinar

Moving Beyond Queue-Based Routing for Smart Customer Service

On Demand Webinar

Queue-based routing is no longer sufficient to meet the expectations of digital customers and the business needs of today’s contact centers.

The foundation for delivering smart customer service is adopting a data-driven approach that can be measured and optimized to personalize the customer experience and reduce effort.

View the on demand webinar now! Learn how other firms have implemented an orchestrated, data-driven approach to improve customer experience and achieved huge results:

  • 20% increase in First Contact Resolution
  • 30% reduction in Call Transfer Rate
  • 44 seconds reduction in Average Handle Time
  • 10% increase in CSAT

Meet the Speakers

Chris Horne
Sr. Manager
Product Marketing
Genesys

Charles Godfrey
Sr. Principal Business Consultant
Genesys

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