My main method of communication with businesses is via email (Email)
I spend a lot of money with this company each month and therefore expect to have my calls handled as a priority (VIP Routing)
If call queue times are long, I’d like to request a call back but retain my position in queue (Call Back)
My calls are handled by a Customer Service Team but I expect to be able to speak with the last agent I spoke with so I am not repeating myself (Last Agent Routing)
As a Receptionist/Sales/ Customer Support Team Member:
We have a generic email inbox but would like to prioritise certain emails based on criteria such as sender and/or trigger words and then route to a suitable member of staff (Email/Skills-Based Routing)
We would like to offer a all back option to customers but only under certain conditions (such based on a position in queue or average answer time). We would like to decide when these call backs are made (Call Back Slots)
We need visibility and insights of the outcome of interactions we have with our customers (Call Classifications)
