A symptom I see recurring when speaking to contact center managers who are deploying hardware-based contact center solutions is a desire to provide a more personalized experience to their customers.
“Yes it does route my interactions to my agents, but I would like to give my customers a great personalized experience. I can’t do that with my current solution.”
In a recent webinar titled ‘ One to one Routing ’ I discussed the needs and benefits for a well-designed, cross-channel, one-to-one routing strategy.
During the webinar I asked the audience two poll questions about their current landscape. The first question I asked was:
“Have you implemented a skills based, data driven routing strategy to provide a more personalized customer experience?”
Here are the results:
The majority of the audience has not implemented such a strategy but 31% ... read more >