A method of routing customer inquires for an organization using an inbound or outbound caller or online echatter, typically in a call center, including steps of engaging in a communication with a customer wherein the customer provides an information inquiry, determining a number of staff members of the organization that are appropriate for responding to the inquiry, sending a first electronic message from the call center to each of the number of staff members for determining whether the staff member is immediately available for responding to the inquiry, receiving a second electronic message from one or more responding staff members indicating that the associated staff member is immediately available for responding to the inquiry (a positive behavioral response), selecting the best qualified staff member of those available, and facilitating direct communication between the selected staff member and the prospective customer.
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