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? You can even define interaction flows to pull data from your CRM or ticketing systems, then make a decision based on that information. If customer history shows customers abandon calls while waiting on the line, wait times matter.
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