Smart Routing in Reality – Examples and Best Practice from the Nordics

Dienstag den 24. November 15:00 – 15:30 Uhr

In a complex multi skill, multi media contact center, the routing strategy is becoming more and more important.
How can agent groups collaborate in the best way and at the same time meet business goals, with input from interaction data?
In this seminar we will cover examples from real world innovative strategies, based on for example

– Adaptive routing
– Capacity routing
– Multi level routing
– Self learning strategies

Mats Lundell and Monika Olsson – Telia