Call Center - Contact White Papers

Skills Based Scheduling: Defining the Ideal System to Manage ACD Skills-Based Routing

• Tags:
• call center - contact,
• skills,
• routing,
• centers

Overview Call centers are now starting to take advantage of the latest Automatic Call Distributor (ACD) technology for Skills-Based Routing. This new technology offers the promise of increased efficiency and better utilization of call center resources. However, it complicates the management of a call center.

Effective use of ACD Skills-Based Routing requires new tools for forecasting, scheduling and daily management to model this new environment. While there are some tools that can help with these challenges, finding the perfect solution requires careful investigation.

This article identifies the issues to be considered when evaluating workforce management systems for call centers using ACD Skills-Based Routing. The top 10 requirements for the ideal Skills-Based Scheduling system are defined as a vendor evaluation checklist for call center managers.

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