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
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. Decide what rules are required, and which are preferred.
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