A modern-day contact routing strategy connects customers with the right agents using all channels, from voice and webchat to email and SMS. An omnichannel approach to contact routing is an essential component of modern-day contact centres as not only does it help to reduce overall costs and increase efficiency, with higher overall levels of agility, performance and output, but it also offers customers a streamlined experience and 24/7/365 self-service.
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Originally published on contact-centres on the 27th October 2020.
