Customer routing strategyIf you are old enough you can probably remember how painful navigation was back in the time when all you had to go by was that paper map on the lap of your car’s passenger. When preparing for a trip, you would find the place on the map that you needed to get to and your passenger, a.k.a the navigator, would tell you when to go left or right.

Now, how many times were you able to get to the right place the first time without taking a detour, trying to understand where you are on the map, or arguing with the one giving you the (wrong) directions? In today’s world with GPS navigation in virtually every car and on every smartphone, it’s hard to imagine how we found our way anywhere before we held this powerful technology in the palms of our hands.

Surprisingly, many contact centers still use ancient technology similar to the paper map. Customers still have to navigate through cumbersome phone menu’s and spend time waiting in a queue until the way to the right destination is found. Only too often customers give up, turning around and going home or even worse, setting course for your competitor.

But, what if you could leverage the same level of accuracy and intelligence that today’s GPS-based navigation systems provide to get your customer to the right place and the right person in your contact center. Here are a few similarities to help you understand what I mean:

  1. When the customer journey starts, customers use their voice to tell the IVR system where they want to go and this information is passed on to the routing application that ‘calculates’ the ideal route.
  2. Agents log in to the contact center map, making their precise location, skills and presence known.
  3. Real time traffic updates are available so that you don’t send your customers in to a busy street or on to a backed up highway where they have to wait in queue.
  4. When there are changes to the map that require a new set of directions, like product launches or agent training, the map of skill levels is updated automatically and destinations are added, creating more efficient routes for your customers.
  5. When customers arrive at their destination, the agent knows who the customer is, where they came from, what their journey has been like, giving them a warm welcome and helping them move onto the next destination when their problem is resolved or transaction is completed.

Using modern contact center technology, your customers can navigate to the right agent the first time, every time – and the results will make you take another look. Learn more about contact center modernization and make sure your customers never get stuck in traffic again.

Follow me @stefancaptijn

Stefan Captijn

Stefan Captijn

Stefan is Senior Director Strategic Marketing at Genesys. Stefan joined Genesys in April 2000, lives in the Amsterdam area with his wife and two children. In his free time, Stefan enjoys building loudspeakers, cycling and running.