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Best Practices for Contact Center Routing

Successful contact center routing designs optimize the customer experience while addressing internal business objectives for revenue, retention and operational efficiency. Careful consideration and planning are needed to architect solutions that effectively address both the customer side and the business side of the equation. The resulting designs must cost-effectively deliver low effort customer experiences while supporting all relevant touchpoints across both simple interactions and important customer journeys (e.g. new account, problem resolution, renewal, etc.).

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