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Skills-Based Routing: An Industry Survey
Overview Skills Based Routing has become one of the most talked about ACD features to date. Call center managers, no doubt, feel stunned by all of the attention being given to Skills Based Routing. Yet with all the information published on this subject, some fundamental questions still need to be answered: What does it mean to me as a manager? Will it make my work life better and less complex? After reading several articles authored by a diverse group of experts, it appears this ACD feature is being blessed as one of the greatest discoveries since the ACD itself. But with some cautions, since there is an up-side and a down-side to Skills Based Routing. In order to better understand this feature I decided to survey the approaches being used to implement Skills Based Routing.
| Publisher | IEX Corporation | File Format | PDF, requires Acrobat Rdr 5 |
|---|---|---|---|
| Date Published | January 2003 | Downloads | 89 |
| Format | White Papers | ||
| Topics | |||
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