In customer service sectors where experts handle incoming inquiries while also managing back-office tasks—such as case processing, follow-ups, research, and troubleshooting—it is crucial to implement effective routing strategies for incoming contacts. Specific industries, like mortgage origination, complex sales, and IT support services, exemplify situations that necessitate tailored routing mechanisms. These interactions are often intricate, requiring multiple days and steps to resolve customer issues. The specialist workload…
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