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Improve CSAT by connecting customers to agents using automatic assignment in unified routing

Automatic assignment of incoming service requests is one of the most powerful capabilities of unified routing, benefiting customers as well as management and agents. A common customer pain point is waiting a long time to reach an agent, only to find out that the agent is unable to solve the issue. Precise automated assignment directly impacts key KPIs like first call resolution, customer satisfaction, and agent satisfaction.

The post Improve CSAT by connecting customers to agents using automatic assignment in unified routing appeared first on Microsoft Dynamics 365 Blog.

Use analytics and reporting to improve routing of customer service requests

In the world of customer service, unified routing helps you solve the classic supply-and-demand problem as you distribute customer service requests to the best team or agent. To further optimize this process, your staff needs insight into how it is functioning.

The post Use analytics and reporting to improve routing of customer service requests appeared first on Microsoft Dynamics 365 Blog.