The process of call routing in call centres is where an incoming call is directed to a specified call centre agent and the respective queue they are placed into.
How Cloud can help businesses lower costs and grow revenue.
It’s no secret that Gen-Y is not like any generation before them. They have grown up as digital natives with technology and social platforms a key part of their lives.
To generate consistently outstanding results, a contact centre needs a top notch centre manager. And they're not easy to come by.
When most people think of a contact centre they think of rows and rows of staff sitting in an office answering calls. But it’s time this archaic and inefficient view had an overhaul.
Traditional contact centres need to adapt to meet the needs of an ever-changing environment - embrace omni-channel communications that genuinely manage customers experience end-to-end.