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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 helped many centers overcome the earlier challenges. This paper explains the benefits of skills-based routing, shares lessons learned from the early days of skills-based routing, and presents a case study example of a skills-based routing environment.
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