Why You Need An Effective Contact Routing Strategy
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.
Originally published on contact-centres on the 27th October 2020.
Stephen is IPI’s CX (Customer Experience) Solutions Director, with responsibility across product, commercial and development functions. A CX expert and technologist with over 20 years’ experience, Stephen has worked both partner and vendor side at some of Europe’s biggest contact centre integrators and at the world’s largest workforce optimisation and analytics vendor. His focus has been on pioneering the development of AI, self-service and compliance technologies for the contact centre space and he was recently awarded a patent for the co-invention of a revolutionary fraud prevention tool for contact centres. Passionate about helping organisations realise the promise that technology makes, he is a regular contributor and speaker at CX and contact centre events around the world.
