Beyond Round-Robin Order: How Intelligent Case Assignment Drives CX & Agent Productivity

Beyond Round-Robin Order: How Intelligent Case Assignment Drives CX & Agent Productivity

One of the most important attributes of good customer service is how quickly you can resolve their issues. Putting customers in a queue while they wait for the next available agent is asking them to play time-consuming routing roulette—a gamble that could go wrong. The solution? An intelligent routing system that facilitates effective triaging of tickets after matching customer intent with agents’ skills and proficiency. This ensures that the case goes to the team or agent that is best equipped to handle the concern in the first attempt. This blog post explains why intelligent case routing is worth the hype and why you need it to expedite your support processes. Read More

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