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Skill Set Scheduling

Overview Today's call center environments are becoming increasingly complex by handling multi-lingual calls, and supporting diverse clients, products, or services. Efficient labor management dictates that agents in such environments should be cross-trained in multiple skilled activities. The need for a Workforce Management system that can comprehend and support these multi-skilled agent environments becomes increasingly critical to overall call center performance and profitability. Some ACDs are able to intelligently route these diverse calls to multi-skilled agents. But to realize any advantage from this ability, the Workforce Management system must be able to intelligently schedule agents to optimally meet skilled requirements.

Further White Paper Details
Publisher	Pipkins, Inc.	File Format	HTML
Date Published	January 2000
Format	White Papers
Topics	Call Center - Contact

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