Payas Agrawal articles

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Payas Agrawal
Senior Product Manager
Published 
2 min read

Use preferred agent routing to create lifelong customer relationships 

Organizations are looking for ways to offer hyper-personalized service and foster deeper relationships with their customers. Customers want to connect to agents who understand their needs. They feel more comfortable talking to an agent who has served them in the past, knows about their issues, and can resolve them quickly. Agents want to serve their customers, meet service-level agreements (SLAs), and receive high satisfaction ratings.