Abstract

Currently, organizations rely on contact centers for a number of functions including, for example, servicing customer inquiries, conducting market research, and selling new products. However, due to poorly designed interactive voice response (IVR) scripts and flows (including multiple menu hops), speech recognition issues in conversational IVR flows, inefficient routing, poor agent skill sets, etc., contact centers often have a poor reputation for handling customer calls. Within a contact center, the ability to immediately respond to customer feedback is a great challenge, and a lack of such an ability often results in customer dissatisfaction. Techniques are presented herein that support a priority matrix-based solution that is based on customer feedback and a past call history that will swiftly address the above-described problems. Under the presented techniques, a call may be routed according to a recommendation that is based on the order of importance of an issue where it needs the utmost attention, thus boosting customer satisfaction. Such an approach will provide interim relief to allow a contact center to pursue the time-consuming task of finding a solution to the underlying problems.

Creative Commons License

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 License.

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