Top Enterprise Servicing Goals for 2015
DMG IN THE NEWS
What to Look for in a Recording Solution
Speech Analytics Can Reduce the Risk of Fines
The Customer Journey Matters, Every Step of the Way
Ask the Experts
Our contact center uses skills-based routing, but what are some other methods for routing customer interactions?
The world of routing is changing and becoming much more flexible, empowering companies to provide more personalized service. The newer contact center solutions are offering many types of routing. Here are a few of the newer routing techniques and how they are being applied:
- Skills-based routing strategies match the needs of the caller to the skills of the most suitable agent. This is becoming the most common approach to routing in contact centers.
- Adaptive real-time intelligent routing allows organizations to control real-time routing decisions, and make changes based on a variety of criteria.
- Agent association routing (also known as “bulls-eye” routing) uses real-time data to route inbound interactions back to the last agent who handled the customer…
DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics. Learn more at www.dmgconsult.com.