Queue Management & Routing
Optimize resource utilisation and performance to boost customer satisfaction
Efficiency Gains
Automatically direct customer inquiries to the most appropriate agent based on their skills and availability. Tactful Engage’s queue-based routing eliminates the need for manual transfers and ensures that customers receive prompt assistance reducing response times and allows agents to handle a higher volume of inquiries, boosting business productivity.
Boost Customer Satisfaction
Intelligent skill-based routing of customer queries matches to the agent best equipped to handle them, ensuring customers receive accurate and timely support, delivering a more positive experience. Smart routing helps reduce frustration caused by long wait times or being transferred between multiple agents, fostering stronger customer relationships and enhancing satisfaction.
Improved Agent Performance
Assigning inquiries to agents based on their expertise and availability, ensures that agents are not overwhelmed with requests beyond their skillset or capacity. This efficient resource management not only leads to better performance, but also reduces stress and burnout among support agents. Tactful Engage’s routing empowers agents to focus on providing high-quality support to customers, resulting in a more motivated and engaged team.
Smart Routing Options for Supervisors
Optimize resource utilisation and performance to boost customer satisfaction
Skill-based routing to optimize experience
Smart routing ensures customer inquiries are directed to the most suitable agent based on their skills and expertise. This intelligent allocation not only reduces the response time but pairs customers with the agent most able to provide accurate and helpful advice.
Tactful Engage enables supervisors to set the routing rules and change them in an instant if demand dictates.
Balancing the load to deliver consistent support
Tactful Engage smart routing algorithm evenly distributes customer inquiries among available agents, ensuring that no single agent is overwhelmed with requests while others are idle. This load balancing feature enables businesses to manage agent utilization properly, reduce wait times for customers, and enhance agent productivity. By ensuring a balanced distribution of inquiries, businesses can maintain high levels of efficiency and customer satisfaction, even during peak times.
Prioritize high-value customers for expedited support
Businesses can prioritize support for high-value customers, ensuring that they receive an expedited assistance. Priority-based routing helps businesses to nurture and retain their most valuable customers by providing them with a superior level of support and attention.
Taken together, skill, queue and priority based routing, Tactful Engage has a flexible and powerful set of routing options to help every supervisor manage customer engagement expertly.
Routing in 3 Easy Steps
Streamline Customer Engagement with Smart Routing
Supervisors can set routing rules based on a specific channel, the content of the message, or particular customer attributes. Once these profiles are defined messages that match can be automatically assigned to an agent or team.
With routing enabled, as resources, campaigns or priorities change supervisors can instantly adapt the routing rules to immediately respond to changing conditions to ensure that service commitments are kept and resources are prioritized appropriately.
Supervisors can identify areas for improvement and optimization from Tactful Engage reports and adjust routing rules to better distribute workload among agents or refining conditions to more accurately match customer inquiries with the best-suited agents or teams. This continuous monitoring and optimization process will help you maintain an efficient routing
