Challenge
In today’s business environment, businesses can not afford to lose customers due to an ineffective routing strategy – sending customers to the wrong agent, overflow location or worse yet having them sit in a queue that leads nowhere.
As contact center professionals there is the constant pressure to keep customers happy. On the business side, there are challenges to respond quickly to real-time conditions – a surge in calls due to an unexpected service issue or underestimating response to a marketing campaign. On the IT side there are routing changes that are required to quickly meet business demands with limited staff and a back log of work.