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At about 7:45 p.m. on Monday night, Nov. 23, 2015, John Fischer heard his three Chihuahuas barking. He was in the kitchen. Comment?
For many small-to-medium-sized businesses - what we refer to as "SMBs" - callers are simply and automatically routed to the next available agent or representative. But imagine if a caller could automatically be routed to the agent he or she spoke to the day before? Wouldn't it be useful if callers could be routed to the agents boasting the necessary skills and knowledge to answer THEIR specific questions? That's the idea behind call routing - or intelligent call routing - and it has become a standard feature embedded within expensive, overtly sophisticated call center systems at large companies. Comment?
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