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Not Your Parents’ Skills-Based Routing

Received Response
edited Sep 22, 2015 3:44PM in Communication Channels 5 comments


Customers are increasingly visiting a company’s website first when looking for support, and companies are finding innovative ways to structure an optimal web self-service experience with easy ways to escalate into an assisted channel like live chat.  At first, it was sufficient to simply ask the agents to monitor the chat queues and select chats from the queues.  As chat adoption grew beyond the ad hoc stages, businesses implemented automatic queuing and routing to drive agent efficiency and improved customer response times.  This worked well for a while, but soon the websites were empowering customers to resolve most of their

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