Hello Mypurecloud Community,
Right now, I'm trying to maximize the effectiveness of our PureCloud call routing system in order to provide better customer support. We manage a range of customer inquiries at our mid-sized call center, and I'm searching for community recommendations or best practices to improve our existing configuration.
In particular, I'm curious about:
Advanced Call Routing Techniques: Which advanced call routing strategies have you used to boost productivity at your call center?
Skill-Based Routing: In order to guarantee that the appropriate calls are routed to the appropriate agents, how can you efficiently manage and update agent skills?
Any advice on this kind of automation?
Performance measures: Which performance measures, and how do you track them, are most helpful to you in determining how well your call routing is working?
Connectivity with Different Systems: Have you connected PureCloud to any other ticketing, rails course or CRM systems? If yes, what effects has this integration had on your routing plans?
Typical Pitfalls: Should I be aware of any typical pitfalls or difficulties you ran into during your optimization process?
I would value any knowledge or firsthand accounts you could provide.
I appreciate your assistance in advance!