The Surprising CX Impact of Modern Contact Center Queuing and Routing

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Maggiano's Little Italy

3550 East 86th Street

Indianapolis, IN 46240

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The Surprising CX Impact of Modern Contact Center Queuing and Routing

Did you know that according to Consumer Reports’ list of what Americans hate most about bad customer service, 9 of the top 17 are related to how calls are queued and routed?

Curious about what some of them are? Here are a few:

  • Can’t get a live person on the phone

  • Transferred to a representative who can’t help or is wrong

  • Long wait on hold

  • Many phone menu steps

  • Phone menu doesn’t offer a needed option

  • Voice recognition systems work poorly

Did you also know that a contact’s perceived wait time can have a monumental impact on the overall satisfaction of the call?

Businesses have always been challenged to connect customers with the correct Contact Center agent at the right time to have productive conversations. The methods to do this have evolved quite a bit over time.

Our presenter, David Currier, will cover a wide variety of routing methods and trends. He will also discuss how to evaluate which ones will work best for your business’ unique situation.

Can't break away for the event? Join us via Live Stream. Click here to register!

What you will learn from this event

Why interaction routing is important
With the pace of technology change, it is critical to be aware of current trends and customer expectations for how others will be connected with someone in your organization. But first, we will back up a bit and take a look at:

  • What is routed, and...

  • Why it matters

Routing methods
There are many different ways that a conversation can be started. It is important to understand what is possible before deciding which methods to use. We will cover the pros and cons of a number of different approaches to routing including:

  • Human routing

  • Phone number routing

  • Menu routing

  • Data routing

  • Right agent routing

  • Location routing

  • Overflow routing

  • Schedule routing

  • Priority routing

  • Channel routing

  • Analytics routing

  • Affinity routing

What to choose
The variety of routing options available today can be overwhelming. We will discuss how to select the routing methods that will best suit your business needs. We will also look at some common pitfalls in routing that cause frustration and how to avoid them.

About Our Presenter

David Currier, Senior Communications Engineer at CPI.Solutions, has over a decade of experience working with Genesys solutions in the contact center and enterprise spaces. He brings a wealth of knowledge to the design, documentation, development, delivery, and support of complex systems and infrastructure.

With a passion for technology education, David writes blog articles, leads live training sessions, and creates video tutorials to empower system users and administrators to leverage the full capabilities of their communication systems.

In his spare time, David enjoys classical music, cooking, audio and video editing, camping and hiking, leading out in youth ministries at his church, and spending time with his wife and two children.

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Maggiano's Little Italy

3550 East 86th Street

Indianapolis, IN 46240

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