NICE Systems

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  • White Papers // Jun 2006

    Part One of Two: Skills Based Routing Benefits and Challenges

    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...

    Provided By NICE Systems

  • White Papers // Jun 2006

    Part One of Two: Skills Based Routing Benefits and Challenges

    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...

    Provided By NICE Systems