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Special Report: Intelligent Routing

Brian Cantor

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Today's customers are struggling to find the right channel for their issues. Worse, they almost always endure delays and repetitive questioning when they get there.

To put it simply, contact center routing is a major source of frustration for customers. And that says nothing about the inefficiency it creates for agents.

In the name of delivering frictionless, personalized, predictive and proactive experiences across your entire journey, it is imperative to adopt a more intelligent approach to routing.

This report will show you how:

  • 5 urgent CX trends — and how they connect to contact center routing
  • Why your existing routing is hurting your customer and agent experiences
  • 7 signs of an intelligent approach to routing
  • Steps to prepare your agents and self-service tools for a new routing strategy

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