Automatic Call Distribution, otherwise known as ACD, is a system that helps call centers manage calls by routing them to a specific agent or group of agents based on the nature of the call. For example, if a company has both English and Spanish speaking customers, an ACD system can help route those calls to the appropriate distribution, usually through the use of an IVR.
Did you ever wonder how your customer service calls are instantly transferred to the right person or department, and all you have to do is say a word or two? Behold the magic of Automatic Call Distribution, or ACD for short. Everyone has strengths and weaknesses, including call center operators. Let's say that Alberto…Read more