User:Resimpa/sandbox

Graphical Contact Routing is the term defined for the strategy to replace IVR Queuing & Routing to the contact centre with Virtual Queuing & Routing from Graphical Routing Options provided to the user through website tablet and smart-phone App. It was originally proposed by Morris Pentel (Chairman of the Customer Experience Foundation) as a way to understand a series of new opportunities & trends in Customer Experience Design.

You might be able to reduce your use of IVR by 70 - 80%. Think of the customer feedback and the cost savings. Simply by driving customers to use the website tablet and smart-phone app to route and queue the call to your contact centre agents instead of hanging on till someone is free.

GCR can be up to 30 times faster than IVR as a customer experience and it is massively cheaper to operate. Given the cost and unpopularity of IVR this strategy focused on the answers to 3 questions tested against the most popular cost and customer experience measurement systems across all the impacted disciplines such as financial(ROI & ROCE) and Insight (Net Promoter & Customer Effort) etc.