How to Build Effective Call Center Routing Strategies: Use Logic & Actions for Omnichannel Routing to Reduce Effort in Your Customer Experience
SharpenCX
FEBRUARY 5, 2020
Do callers need to enter information (and authenticate it) in your IVR, like a bank account number? Shortlist the factors that matter most to your customer journey, then determine what to account for as you set your routing rules. If customer history shows customers abandon calls while waiting on the line, wait times matter.
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