Contact centers: Improve CX with updated skills-based routing

The New Rules For Skills-Based Routing to Improve Your Customer Experience


Skills-based routing has been around for a long time, but now it has evolved to the point where it has become a key differentiator for contact centers looking to enhance their customer experiences.

Watch this brief video to learn how to redefine skills-based routing to filter interactions with customers via calls, email, web chat, and SMS based on a variety of factors, including:

  • Business skills
  • Industry skills
  • Language skills
  • Authority for escalations
  • And more
Mitel Networks Limited
27 Jul 2017
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