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Skill Based Routing vs. Skill Set Scheduling

Overview Call centers vary enormously in complexity. Workforce Management systems need to be designed to handle all levels of complexity in an intelligent and coherent way. Firstly, by being able to accurately represent the manner in which the ACD distributes calls to the agents, and secondly by reflecting the management drivers of efficiency and effectiveness. Efficiency is obtained through the generation of optimal solutions in a reasonable amount of time. Effectiveness is provided by the ability to manage both the agent resource and the customer service levels in a practical manner.

Further White Paper Details
Publisher	Pipkins, Inc.	File Format	HTML
Date Published	January 1999	Downloads	2
Format	White Papers
Topics	Call Center - Contact

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