Register today for Oracle CloudWorld. October 17th - 20th, Las Vegas

Register now

Hillel Cooperman, Senior VP of User Experience Design, has a message for you on Oracle CloudWorld

Watch now
Not Your Parents’ Skills-Based Routing — Cloud Customer Connect
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Not Your Parents’ Skills-Based Routing

Received Response
4
Views
5
Comments
edited Sep 22, 2015 3:44PM in Communication Channels 5 comments

Content

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

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!