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It’s been a year now since COVID-19 struck and changed the way people communicate and deliver customer experience (CX). To succeed, businesses have adapted to changing behaviours, and a clearer picture of what has worked, and what hasn’t, is coming into view. So based on lessons learnt, how can contact centres optimise their work from home models?
Modern contact centres already use skill-based routing to connect customers to agents with the most relevant skills, enabling them to take advantage of specialised teams capable of effectively handling requests with greater accuracy. Read on to learn how skill-based routing is developing and how the latest changes benefit customers, agents and contact centres.
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Odigo named a Visionary in the 2020 Gartner Magic Quadrant for Contact Center as a Service, for the first year in which CCaaS has been measured in a global quadrant.
Odigo named a Leader in the ISG Provider Lens™ CCaaS 2020 report.