To save continually repeating myself when I call, I would like to be automatically connected to the Agent I last spoke with (Last Agent Routing)
I would like to speak with an agent who has the appropriate skills to handle my query and for this to be dealt with in a single, frictionless interaction (Skills Based Routing)
If call Queue times are long, rather than hold for an Agent, I would like to be given the option to request a call back but at the same time retain my position in Queue (Call Back)
As a Service Support/ Sales Team Manager:
We would like to be able to gauge the amount of calls we receive in relation to a certain customer request so we can continually look to improve our CX through obtaining these insights (Call Classifications)
It is of paramount importance that we are able to see, both real-time and historically, how well our staff are performing against the KPIs that we have set (Reporting)
We need to route calls and emails to different people, with different skills, in order to give us the best chance of a first contact resolution/closed sale (Skills-based Routing)
