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Call routing practices focused on customer journey – Scott Sachs

The article “Call routing practices focused on customer journey” by Scott Sachs discusses how demographic-based call routing can help enhance the customer experience in a world where call centers are primarily used to cut costs. Topics included in this article are:

  • The history of call routing
  • The definition of demographic-based routing
  • The positives of demographic-based routing
  • The challenges of demographic-based routing

To read this article, click the link below:

Call routing practices focused on customer journey – Scott Sachs

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