White Paper

Customer-Value Based Call Routing: A Key Strategy for Upgrading Your Contact Center

Source: Epiphany
By: Brad Wilson, VP of Product Marketing and Platforms, E.piphany

One key strategy in moving the call center forward is customer value-based call routing. In conjunction with load balancing or skills-based routing strategies, customer value-based routing helps businesses do a better job of matching customers with specific needs or propensities with the agents that are best able to meet those needs.

Let's see how it works by comparing traditional call centers with the modern "customer contact center."

Brad Wilson, VP of Product Marketing and Platforms, E.piphany

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