Articles - Call Routing

Call routing determines how efficiently customers reach the right advisor or department, shaping the overall experience. This collection of expert insights, system guidance, and real-world examples explores how to design and optimise routing strategies that balance speed, accuracy, and fairness. Learn how to use skills-based routing, IVR integration, and intelligent automation to handle calls more effectively. The resources also explain how routing analytics can reveal bottlenecks and support better scheduling, performance, and customer satisfaction.