To improve the customer experience and prevent customers from having to repeat their issues to multiple agents, we have implemented Preferred and Last User Routing. Here’s how it works: when a customer contacts your service and an agent answers the call, that agent becomes the customer’s preferred user for a designated period, which can range from 5 minutes to 30 days. This way you can provide the customer with a single point of contact and a streamlined experience, increasing customer satisfaction and resulting in a more efficient resolution of problems.
In addition, we now offer the ability to designate one or more preferred agents for every customer. For example, an investment bank might assign each client their personal banking advisor as their preferred agent. When the customer calls, these preferred agents are given priority, and if they are available, they will receive the call first. If no preferred agent is available, or if the customer is new and has not yet been assigned a preferred agent, the customer will be routed to the regular skills-based routing queue.
Preferred and Last User Routing in Luware Nimbus
To help you keep track of your contact center performance; we have introduced two new widgets. A new Service Key Performance Indicator (KPI) Graph allows you to keep track of your contact center goals. In this new widget, you can display up to 4 KPIs, making it easy to see correlations and help you determine how your services are performing.
In addition, you can use the new Service KPI Chart widget to display KPIs as a chart with the corresponding percentages and trends. This helps you quickly identify if a service is not performing as it should and requires intervention.
We have also enhanced reporting with workflow and user transfer information. Now you can analyze common transfer patterns to identify common customer journeys and optimize task routing to ensure calls are routed to the most appropriate agent or service, reducing transfer rates, and improving the customer experience.
New flexible dashboard widgets
Currently, members of a routing service line can toggle their active status and decide for themselves whether they are “active” or not. In some cases, this can result in all members of a team being inactive at the same time, meaning that no one is available to take customer calls. If you want more control over your service line, you can now prevent members from deactivating their activity state to ensure that the line is always occupied.
For a full overview of all updates and a more technical explanation, please click here to consult our release notes.