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Qkonnect offers another very useful feature called Sticky Agent. This allows customers to connect to the same agent who assisted the customer the first time so that they do not have to keep explaining the issue/problem over and over again. Customer would talk to an agent who knows his issue/problem rather than talking to new agent every time they call. This increases customer happiness and satisfaction. This feature is extremely useful for escalations and complaint desk.
Assign skills per agent or per group and create the perfect conditions to optimize call routing. Get call routing right on the first try and eliminate customer frustration from multiple transfers.
