Always interested in self-improvement, my mother told me a story when I was about 10 years old of another mom who always cut the ends off of the ham before cooking it for Christmas dinner. When asked by her child why she trimmed the ends off, she replied that’s the way her mother had prepared it. Curious if it was to let the marinade in versus the juices out, they called her mother and found out it was because that’s the way her mother had done it. They then called the great-grandmother and found out she trimmed the ends off the ham because her pan was too small for the whole ham to fit.
I later learned this allegory about behavioral inertia and doing things the way they were done in the past was sourced from Zig Ziglar in the mid-70s, undoubtedly where my mom came across the lesson. The point is, our pans are now much bigger, and we don’t need to be eating dry ham.
Traditional Routing Approaches Are Full of Untapped Optimization Opportunities
The vast majority of organizations aren’t leveraging optimal routing strategies to make the most of every customer interaction. There’s no reason to expect the approaches of the past to be the optimal approaches going forward. The technology landscape for delivering consistent, low effort and personalized service has changed dramatically over the past decade. This is a direct result of pervasive cloud, big data, mobile and social trends along with their impact on consumer expectations.
The gap between the way routing is often handled with queue-based approaches and the way it can be optimized with additional context and intelligence results in a great deal of untapped value that’s not being leveraged to improve the key metrics that drive operational efficiency and customer satisfaction. Improving just a few percentage points in first contact resolution, transfers and average handle time can translate into big benefits to the bottom line. Many of the headaches you likely deal with on a daily basis managing your contact center can now be readily addressed by a combination of technology and process optimization.
While queue-based routing can be sufficient for simple or low volume scenarios where there’s limited value in optimization, a more contextual and data-driven approach to routing with continuous optimization can deliver profound benefits such as 30% fewer transfers, 44 seconds reduced handle time and 10% improved customer satisfaction.
Want to learn more about how to optimize your approach to routing? Register now to join us for an upcoming August 19th webinar on Moving Beyond Queue-Based Routing for Smart Customer Service as we explore:
- What business problems can we solve by taking an orchestrated, data-driven approach to improving the customer experience?
- What can we learn from others who have made the move?
- How should you approach the trip?
Learn more about routing on our on demand webinar, Moving Beyond Queue-Based Routing for Smart Customer Service.