Call Center - Contact White Papers
Skills Based Call Routing
Overview In today’s competitive environment, many call centers are being asked to provide better service with fewer people. Skills-based call routing promises to meet these needs. As a result of this promise, many call centers are currently using skills-based call routing or will be in the near future. Skills-based call routing substantially complicates the management tasks of creating forecasts and schedules. The strategies currently being used for these tasks will be described and their strengths and weaknesses analyzed. Recommendations will then be made for accommodating the complexities of skills-based call routing.
| Publisher | IEX Corporation | File Format | HTML |
|---|---|---|---|
| Date Published | January 2003 | Downloads | 50 |
| Format | White Papers | ||
| Topics | |||
-
Did you find this white paper useful?
White Paper RSSEssential Manager's Guide: Intelligent Communications
DownloadHow can you improve the efficiency of your business processes? What is the strategic approach that will deliver a competitive advantage today? Discover answers here in this DK Publishing Essential...
Health Insurance Company Reengineers Call Center With CRM Solution
Wellmark Blue Cross and Blue Shield, a health insurance provider headquartered in Des Moines, Iowa, averages 6,500 customer service calls daily with a staff of 250 Customer Service Agents (CSAs)....
Cisco IPCC Express Edition (Cisco IPCC Express)
The Cisco IP Contact Center Express Edition (formerly Cisco IP ICD) product provides the functionality, ease of implementation, and price/performance that midsized contact centers demand of an advanced contact center...
The Need for Third-Party Call Control
This paper examines third-party call control (3PCC) and its application to new services. The evolution of networks and services that has driven the need for 3PCC capabilities is examined along...
Avaya IQ: Making the Business Case for Intelligent Contact Center Reporting
Avaya IQ is a reporting and analytics platform that enables companies to share one view of reality to make faster, better decisions and create a consistent customer experience. Customers and analysts...
