When you route calls to agents who don’t have the right expertise, customer experience suffers. Customers have to move through multiple queues, sit on hold and repeat their issues with each new touchpoint. This conveys that you don’t value your customers’ most precious resource — their time.
Automatic call distribution (ACD) software helps your inbound call center avoid these mistakes. With skills-based and intelligent routing, calls follow a logical path. Customers are grateful because you’ve saved them time. And because agents connect with the customers they’re best suited to help, your teams are happier, too.
Today's contact centers need to be equipped to handle far more than phone calls. People expect businesses to be available on the channels they use every day. This means your contact center needs to take on messaging apps, social media, chat and more.
Successful customer experiences hinge on effectively managing communications across all those channels. With an ACD from Konexions, you can follow the conversation anytime, anywhere.