Beyond Performance-based Routing

Name: Beyond Performance-Based Routing
Uploaded: 2025-09-22T00:00:00Z
Duration: 1 min 9 s
Description: Comparison of traditional performance-based routing versus Afiniti's AI-powered behavioral pairing approach and the measurable differences in business outcomes.

PBR favors top agents; Afiniti favors the right match, using AI to improve customer experience, agent performance, and business outcomes.