Writing
Three Generations Of Contact Centre Routing — And The Waste That Only Becomes Visible When The Next One Arrives
TL;DR — Contact centre routing has been through three generations in my career. Each one solved the same fundamental problem — getting contacts to the right place — and each one looked efficient until its successor arrived and revealed how much it had been quietly wasting.
This one is published in full on LinkedIn, where the discussion happens in the comments. It runs to about a ten-minute read.