When an incoming call with the same callerID re-enters the queue, this call is offered to the agent who previously handled the conversation (x period of time). This should ensure that agents are utilized more effectively and that fewer calls are transferred between agents.
A while ago, I suggested this idea, but it received little response. Through experience with another system, I know how efficient this can be. Besides making agents work more effectively, it also improves the customer experience as they are more likely to be directly connected to the same person (if available).
A while ago, I suggested this idea, but it received little response. Through experience with another system, I know how efficient this can be. Besides making agents work more effectively, it also improves the customer experience as they are more likely to be directly connected to the same person (if available).
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