http://www.callcentrehelper.com/top-5-ways-to-route-customer-calls-more-intelligently-2849.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 http://www.callcentrehelper.com/top-5-ways-to-route-customer-calls-more-intelligently-2849.htm/comment-page-1#comment-13442 Richard Koffler Thu, 16 Apr 2009 23:14:09 +0000 http://www.callcentrehelper.com/top-5-ways-to-route-customer-calls-more-intelligently-2849.htm#comment-13442 Your advice "no more than four options" only applies to tree-formed IVR dialogues. I don't know how to argue that this advice is an artifact of yesterday's IVR technologies without plugging our SmartAction Conversational IVR System. Your advice “no more than four options” only applies to tree-formed IVR dialogues. I don’t know how to argue that this advice is an artifact of yesterday’s IVR technologies without plugging our SmartAction Conversational IVR System.

]]> http://www.callcentrehelper.com/top-5-ways-to-route-customer-calls-more-intelligently-2849.htm/comment-page-1#comment-13201 Mats Rennstam Tue, 14 Apr 2009 14:57:07 +0000 http://www.callcentrehelper.com/top-5-ways-to-route-customer-calls-more-intelligently-2849.htm#comment-13201 Thanks for a useful article Judith. In our latest benchmarking survey we saw that the average time customers spend in call routing is 35 seconds now, resulting in 14% lost calls (up from 9% in 2007). And even worse in self service solutions; 20% of callers hang up before finishing (14% in 2007). Time to try and stop the trend. Best regards Mats Rennstam, Bright Thanks for a useful article Judith.
In our latest benchmarking survey we saw that the average time customers spend in call routing is 35 seconds now, resulting in 14% lost calls (up from 9% in 2007). And even worse in self service solutions; 20% of callers hang up before finishing (14% in 2007). Time to try and stop the trend.
Best regards
Mats Rennstam, Bright

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