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In this episode, we look at call center routing technology from the first call center, through the invention of the first ACD and skills-based routing to the routing of the future...

Predictive Behavioral Routing where we can route not just by skill, but by customer and agent personality...super cool.

We also have a special announcement in this episode about the next call center book we are working on!

Join the Advice from a Call Center Geek texting community! Text us at 814-247-0366 and you will be able to have direct access to us for any call center ops question. We will also be sending out exclusive call center ops content to all community members.

We will NEVER attempt to sell you anything nor will we sell your data. All this is, is another way for us to be able to help you with your call center operations questions.

 Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. 

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