Routing Drift: how contact centre routing quietly goes out of sync
Nobody sets out to break their routing. It drifts. Somewhere in the history of every contact centre is a moment when someone sat down
Insights
Operational thinking for contact centre diagnostics.
Practical writing on queue health, routing drift, configuration debt, automation potential, and defensible CX assessment.
Queue Sprawl: why contact centres drown in queues they don't need
Most contact centre problems get diagnosed as routing problems. A call lands in the wrong place, a customer waits too long, an agent fields
Introducing the Queue Health Index: a better way to diagnose a contact centre
Most contact centre assessments rest on the same foundation: an experienced consultant pulls a client's data, recognises patterns from years of prior