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Three Call Routing Strategies That Work - Verint Monet - ContactCenterWorld.com Blog

Three Call Routing Strategies That Work

Many contact centers now use WFO or speech analytics to route customer calls to the agent best suited to deal with each caller’s issue. It’s a strategy that ensures calls will be handled faster, and customers will be happier. 

Often calls are simply routed based on the length of wait time for customers in the queue; sometimes a company’s best customers receive greater priority. But the most common strategy is a skill-based system, connecting angry customers with agents who can calm them down, buyers with agents who know how to upsell, and calls with technical questions to agents with product expertise.

However, there are other options available that may also pay dividends. Here are three suggestions:


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The Door Closers

The contact center may be the first to discover that a customer is “halfway out the door” already. But if you have an agent that specializes in addressing these customers’ concerns and keeping them in the fold, it can make a huge difference in customer retention. With a WFO system such calls can be routed more quickly as well, so these customers will get the attention they need.

Top Priority

In businesses where one account can equal thousands or tens of thousands of dollars, such prospects should receive preferential attention throughout the engagement. When calls from a specific company name or company rep come in, they should be identified immediately and routed to someone familiar with their needs.  

What Happened to Mary?

For a contact center customer there is nothing more frustrating than connecting with an agent, answering all their account questions and providing all the requested information, explaining the reason for the call, and then being put on hold or having to call back, and being transferred to someone else who asks all the same questions again. With WFO it’s easy to route these calls back to the first agent who handled them. 

What’s better than workforce optimization? Workforce optimization in the cloud! Find out more

Watch a demo of Monet Workforce Optimization in action

 

Source: http://www.monetsoftware.com/blog/Workforce-Optimization/post/three-call-routing-strategies-that-work

Publish Date: March 28, 2018 5:00 AM


2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 



View more from Verint Monet

Recent Blog Posts:
Helping Agents Buy Into Workforce OptimizationOctober 1, 2018 5:00 AM
The Competitive Edge Delivered by Speech AnalyticsOctober 1, 2018 5:00 AM
Cut Every Customer Call By One MinuteOctober 1, 2018 5:00 AM
Remote Agents: Making That System Work With Workforce ManagementOctober 1, 2018 5:00 AM
Comfort Pets at Contact Centers? Why Not?October 1, 2018 5:00 AM
Five Musts for Your Workforce Optimization SolutionAugust 29, 2018 5:00 AM
The “Now You Knows” of Speech AnalyticsAugust 29, 2018 5:00 AM
Can Contact Center Agents Replace In-Store Employees?August 29, 2018 5:00 AM
Healthcare Contact Centers: The Open Enrollment CrunchAugust 14, 2018 5:00 AM
5 Tips to Optimize Contact Center SchedulingAugust 13, 2018 5:00 AM

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