Don't Automate Everything: How to Use Intelligent Routing

We talk a lot about automation as a way to cut costs and improves some aspects of the customer experience. But there are some interactions that you can't (or rather, shouldn't) try to automate. In these cases, it's important to quickly route the customer to an agent who can solve their problem. Brian, David and Eric describe intelligent routing, offer examples of how it's used in contact centers, explain why not every customer gets the same treatment, and even dig into how intelligent routing applies to in-person experiences. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.