Transforming customer experiences

The NICE inContact Blog

Read more blogs by David Facer

9 blogs

Why Do We Route Email

Alright, I’ve been unsettled about email routing for awhile now. Here’s my problem with the way I usually see it done. Wait, I’m ahead of myself. First let me explain how I usually run into email routing out there in the contact centers: The email hits the system, we match the need to the agents...

Where Do Dispositions Live

Where does the agent application end, and the CRM begin? This question seems pretty straightforward: The agent application is where I login to the ACD, set my availability, and manage the calls - simple. I can access reports about agents, calls, and call center metrics. And the CRM is where I find information about...

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