Our contact center uses skills-based routing, but what are some other methods for routing customer interactions?

2/4/2015

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Question
Our contact center uses skills-based routing, but what are some other methods for routing customer interactions?

Answer

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.
  • Business event routing is used in conjunction with workforce management applications to provide adaptive routing logic based on resource availability.
  • Customer priority routing is based on queue management; it dictates the order in which customers and/or interactions are processed in the queue. In an adaptive environment, a customer’s status or value can be altered and updated in real time based on input from the customer, CRM application, WFO solution, agent, and/or changes to business rules. These changes can alter the priority of queued interactions, and change the order in which they are processed and handled.
  • Dynamic customer satisfaction routing is a strategy that utilizes the real-time results of customer surveys and agent performance data to automatically and dynamically adjust routing logic.