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call routing strategies

How to Connect More? Secret to a Successful Outbound Calling Strategy
A well defined outbound strategy is an integral aspect of customer outreach and campaign management. Although, many businesses have turned their focus t...
5 Ways to Enhance First Call Resolution
All contact center reps and managers understand the importance of metrics and TLAs (three letter acronyms). Among them, ‘FCR or first call resolution’ i...
Your Guide to Interactive Voice Response (IVR) 101
Phone rings (Tring tring, tring tring, tring tring…)A voice: Hello! Welcome to abc company. We are happy to help you! To speak to an agent press 1...
8 Call Routing strategies to improve your customer experience
Customer care departments take care of different functionalities – whether the task is servicing customers or providing information on some small ...
Queuing Theory and Erlang Distribution Explained from a Call Center Perspective
Queuing is a widely used concept that is an integral part of inbound contact centers. An ACD or Automatic Call Distributor is used by the call centers f...
7 Proven Benefits of Automatic Call Distribution
First of all, let us understand what is Automatic Call Distribution? Automatic Call Distribution is the process of routing incoming calls to the most su...