There can be a lot of myths staggering around the do’s and the don’ts while providing excellent customer service. However, there’s one known fact- No customer, the one who is calling you for the first time or if he is a regular caller, likes to be on hold. Period.
Successful contact center routing designs optimize the customer experience while addressing internal business objectives for revenue, retention, and operational efficiency. Careful consideration and planning are needed to architect Automatic Call Distributor routing solutions that effectively address both the customer and the business, for a contact center.