Every customer has had the frustration of being kept waiting on the line or left on hold when they are trying to connect with brands and businesses via a contact centre. This frustration grows when a customer is eventually connected to an agent, only to have been sent to the wrong department, and then back on hold where the cycle starts again. Since customers know the reason for their call, being routed to the wrong place can be aggravating, meaning when they are finally connected to an agent, the agent is the one that receives the brunt of a customer’s frustration.
This is where an intelligent call routing strategy comes in, enabling contact centres to more efficiently handle incoming queries and streamline the customer journey.
Read the full article on contact-centres now.
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.
