Contextual Routing Takes Contact Center Efficiency, and Customer Satisfaction, Up a Notch

Cindy Whelan
Cindy Whelan

Summary Bullets:

  • Context is an important element in helping contact center agents respond to customer needs efficiently; it also supports cross-sell and upsell opportunities.
  • Customer online activity provides a wealth of information; using this data in real time to address negative experiences supports customer retention and protects brand perception.

Everyone should be well aware that every time a mouse is clicked on a website or a call is made to purchase a product or service, both transactional and personal information is collected in a database.  Contact center operators collect a wealth of information from customer interactions; this information is often stored and reviewed at some later date for a variety of purposes, including employee training, outbound marketing campaigns and customer satisfaction surveys. Continue reading “Contextual Routing Takes Contact Center Efficiency, and Customer Satisfaction, Up a Notch”