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Skills Based Routing, a Challenge for Call Centers
Overview
The introduction of skills-based routing features for Automated Call Distributors (ACDs) has given call center managers very powerful capabilities to route incoming calls to the available agent most skilled to handle each call. However, today's call center management systems have not entirely caught up to this new technology. As a result, scheduling and managing a call center with skills-based routing can be a challenge.
Although skills-based routing can be defined in a number of ways, the broadest definition is: Skills-Based Routing: A call center term for routing incoming calls based on the type of service requested, assuring that calls go to agents with the skills to provide the highest quality of service to the calling customer. Using this definition, call routing is first examined without considering agent skills. Next, the various possible combinations are explored when skills-based routing is considered. Finally, the factors needed to manage a call center using skills-based routing are described.
| Publisher | IEX Corporation | File Format | HTML |
|---|---|---|---|
| Date Published | August 2003 | Downloads | 36 |
| Format | White Papers | ||
| Topics | |||
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