WHITE PAPER

Rethink Queue-Based Routing In a Digital-First World

Queue-based routing was the model of efficiency when it was first introduced 40+ years ago. With the addition of digital and self-service channels, and with customers using multiple channels (sometimes within a single interaction), contact centres are now constrained by this approach.

Contact centre routing is the foundation for delivering personalised, omnichannel customer experiences and engaging employees. It’s time to rethink the status quo for routing work to the best-suited employee.

This white paper discusses how you can:

Overcome limitations of queue-based routing with true Omnichannel routing
Design personalised, low effort, end-to-end customer journeys
Match your customers with the best available resource at the right time in the right channel

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