The Newbridge Premium Platform enables Agent Skill Based Routing and Blended Chat/Call Agent Skill Based Routing increasing agent efficiency and increased customer satisfaction rates.
Configure the system to automatically requeue in certain situations, such as when a call or chat queue is too long, or when a particular call queue is closed.
Let agents manually requeue if they determine a different agent would better serve a customer, or if a client has another need best served by another agent. When requeueing, the agent can transfer an associated script or survey as well.
Route each call or chat request to the most qualified available agent. Identify the skills agents must have in order to log on to a specific call or chat queue. Select the option for order based routing if you also want to prioritize the skills. With order based routing, the system dequeues each call or chat request to the available agent with the highest ranking skills.
Newbridge offers our clients a comprehensive Cloud Service Center Solution with Inbound, Outbound, Blended, IVR, CRM and Payroll integration solutions. Newbridge melds managed customer experience solutions with the benefits of our state-of-the-art, customized technology.
How effective does your organization need to be and what client satisfaction rate is expected? Let Newbridge support your client service requirements and take your client service to the next level!