Best practices:

Improve contact center routing results

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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 optimize agent utilization, 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