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Contact Center Routing Strategies for Improving Customer Experience
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Featuring TWO Use Cases
On Demand Webinar
An intelligent routing strategy goes beyond reducing wait times or call resolution times. While operational efficiency is an essential objective, the bigger payoff of intelligent routing comes from improving the customer experience.
When routing strategy integrates customer context, such as customer history and value, with business objectives and agents’ skills, it can become a competitive advantage.
TWO USE CASES
We will share two use cases, implemented in financial services and insurance, describing the business challenge, solution approach, and benefits.
We will also discuss:
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How the design approach to contact routing increases 1st contact resolution
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How to deliver a great customer experience while also driving operational efficiency
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Best practices for designing your contact routing strategy
Presenters
Janelle Matthews
Sr. Director, Business Solutions & Consulting
Genesys
Brendan Dykes
Sr. Solution Marketing Manager
Genesys
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