Even though multi-channel contact centers are becoming more important with customers communicating using multiple devices, VOICE still remains the most common mode of communication. Majority of customer service provided today is via voice and people still like to speak to real people.
There is a lot that can be done to enhance the customer experience when a call comes in. Some examples are
- routing the call to the agent best skilled to answer the call
- routing the call to same agent you spoke with earlier if this is a repeat call
- routing the call in such a fashion that you reduce wait time as well as average handling times and deliver operational savings as a result
Ensuring that the system is flexible and has the ability to create adaptable call flows is critical. Effective routing is the key to customer loyalty and operational efficiency.