NICE Systems

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  • Part One of Two: Skills Based Routing Benefits and Challenges

    White Papers // Jun 2006 // provided by NICE Systems

    Skills-based routing, done right, can help minimize overhead expenses, build an orderly career path for agents and improve customer service. When skills-based routing was a new concept, design complexity and technology limitations posed major challenges for contact centers. Developments in call routing tools, workforce management technology and reporting advancements have ...

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