routing

Cx tools

5 Ways to Have More Rewarding Conversations With Your Customers

Communicating with customers is not just about the hard-sell or putting out fires. No one wants to hear a sales pitch every time they try and engage with your company. Newsflash, they’re looking for a great customer experience. Having a meaningful conversation with your customers can transform your entire business. But how exactly do you have …

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contact center

The Next Frontier in Routing – or Why Skills-Based Routing is not Nearly Enough

Skills-based routing is pretty great – don’t get us wrong – but there is so much more we could do. We are talking about smart inbound routing.  Routing has come a long way since the first automatic call distribution device was created. Those early devices were surprisingly sophisticated little blighters – just have a look at …

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