Pave the Way for a Successful Customer Journey
Simply connecting customers to the next available agent does not come close to meeting the needs of contact centers as they try to improve first contact resolution, customer satisfaction levels and a host of other productivity metrics.
In order to provide quick, accurate answers to customer inquiries, routing must take into account agents’ skill sets. According to Aspect research1, 80% of respondents expect agents to be experts about their issue of concern.
1 Q4 2015 Aspect Experience Index consumer survey