TECH TRENDS one example , it allows subject matter experts to be called upon at any time to assist with resolving customer queries even though they aren ’ t on the front line of customer service .
The insurance industry , for example , would benefit greatly by bringing back-office experts into the customer service front line .
Actuaries make changes to premiums , but it ’ s usually only by the time the customer makes contact that the customer service agent on the other side knows anything about these changes and is tasked with providing a solution .
Let ’ s get flexible
The pandemic completely upended the traditional office-based work week and employees now have expectations over the location , schedule and content of their days .
According to Gartner , almost half of employees now expect this flexibility over work arrangements .
Dustin Laidsaar , Strategic Business Consultant for Avaya
Skills-based routing can identify subtle patterns within human interactions and draw upon customers ’ demographic information , credit card usage and travel habits to intelligently match them with the employees best suited to resolve the enquiry .
Can you see how this would ensure teams are aligned towards a common purpose and that customers feel more understood ?
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