Going into 2020, CCW Digital polled customer contact leaders on their top ambitions for the next five years. Popular topics like automation and omnichannel obviously made the list, but no ambition ranked higher than intelligent routing.
The finding made sense, as intelligent routing speaks to the essence of customer centricity. It empowers companies to deliver a customer experience that is low in friction and high in personalization.
The finding makes even more sense amid the events of 2020, which introduced new channels, customer demands, and operational complexities. Seamlessly connecting customers to the right agents has never been more crucial.
Now is the time to rethink your approach to routing, and this report is your ticket to success. Topics include:
- How "intelligent" routing is different from (and better than) "good" routing
- Research on the biggest customer pain points - and how they relate to routing
- Why work-from-home risks adding friction and reducing personalization
- 5 reasons why intelligent routing is crucial in a post-COVID era
- Practical tips for improving routing throughout your omnichannel CX journey
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