Analyze call data to identify bottlenecks and misroutes. Simplify IVR menus with clear, concise options and offer a callback feature to reduce hold times. Use skills-based routing to connect customers with the most qualified agents. Implement AI-driven routing for smarter, real-time decision-making. Regularly test the system through customer feedback and analytics to refine pathways. Ensure a seamless option to reach a live agent when needed to enhance satisfaction.

? Data Analysis: ? Track call metrics ? Identify peak times ? Customer feedback ? IVR Optimization: ? Clear menu options ? Multi-level IVR ? Self-service options ? CRM Integration: ? Customer data access ? Dynamic routing ? Routing Rule Optimization: ? Skill-based routing ? Time-based routing ? Regular review ? Agent Training: ? System familiarity ? Complex routing scenarios

Listen to what the customer tells you… Aka always have a way for the customer to reach you or your staff within reasonable limits. Google and Facebook no longer offer customer support so you’ll be able to one-up them on that super easy!

Listen to the customer and to his or her frustrations, apologize for what they're going through, and provide better service by your skills in technology and calling. Use what you have in your department to work with the customer. If the customer isn't cooperative, you should call your supervisor.