SX Live Events
Francoise Tourniaire 45 min

Case Routing Reimagined: Maximizing Employee Experience, Customer Experience, and Internal Efficiency

Francoise Tourniaire, Founder, FT Works / Charles Monnett, Director of Product Management, SupportLogic - Case routing is often perceived as mundane, yet it plays a pivotal role in shaping the overall support ecosystem. This session will challenge the status quo and reveal innovative approaches to revolutionize your case routing processes using Artificial Intelligence. Discover how optimizing case routing can enhance employee experience (ESAT) by ensuring that cases are assigned to the right agents with the relevant skills and expertise. Explore strategies for reducing agent workload, enabling them to focus on delivering exceptional customer experiences while increasing job satisfaction. We will also delve into the critical link between effective case routing and customer experience (CSAT). Learn how intelligent case routing facilitates faster response times, accurate issue resolution, and personalized support, boosting customer satisfaction and loyalty.


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