You are here: silicon.com > Resources > White Papers

White Papers

Part One of Two: Skills Based Routing Benefits and Challenges

Tags:

Overview Skills-based routing, done right, can help minimize overhead expenses, build an orderly career path for agents and improve customer service. When skills-based routing was a new concept, design complexity and technology limitations posed major challenges for contact centers. Developments in call routing tools, workforce management technology and reporting advancements have helped many centers overcome the earlier challenges. This paper explains the benefits of skills-based routing, shares lessons learned from the early days of skills-based routing, and presents a case study example of a skills-based routing environment.

Further White Paper Details
Publisher	NICE Systems	File Format	PDF
Date Published	June 2006
Format	White Papers
Topics	N/A

Did you find this white paper useful? 3 out of 4 users found this white paper useful

Delivering Information in Real Time

Publisher:
IBM

IDC reports on Novell's Secure Desktop Solution: A Modern-Day Marriage of Business Benefit and Risk Reduction

Publisher:
Novell

Green IT: Reducing your Carbon Footprint with Citrix

Publisher:
Citrix Systems

A Day in a Low Carbon Life 2012

Publisher:
IBM

Does 802.11n deliver better wireless services for Enterprises?

Publisher:
Siemens

Powergen scandal: lessons to be learned

If you listen to security experts - and we've been listening to a lot of them in the last two days - they'll tell you that the Powergen security breach was completely preventable. And that it's bound to happen again (http://www.silicon.com/a38693 ).

Channel:
Comment & Analysis

Interview: Father of the firewall

Unlike engineering sciences where we have learned how to construct solid systems with plenty of overhead and conservative design, we haven't figured out how to cope with the inherent complexity of software.

Channel:
Comment & Analysis

IP equals new alliances - get used to it

Companies have already identified the limitations of their networks for converged applications. Much of the complexity stems from MPLS routing, and customers would need to learn new routing procedures, such as Border Gateway Protocol (BGP).

BA chief exec backs "lean" tech future

BA CIO Paul Coby said the new approach is about getting the processes right before implementing the technology and working with the people who carry out the processes every day, such as baggage handlers and customer service agents, to do this.

Banking can execute change in real-time

Perhaps there are lessons to be learned from change management techniques. Perhaps the biggest issue to consider is the real-time concept in banking infrastructure. With the removal of end-of-day processing, banks can truly adopt the concept of...

Profile: Nottingham Building Society head of IT Jack Cutts

Here he learned some valuable lessons about keeping his nerve with third-party suppliers. When people came in they learned the system from the people around them. At the time, the conglomerate was experimenting with a new concept called outsourcing.

Virtualisation: Architectual Considerations and other Evaluation Criteria

In the past several years, server virtualisation technology has moved quickly and firmly into the IT mainstream. Of the many approaches to system virtualisation available in the market today, VMware's hypervisor architecture has gained the greatest market acceptance. This paper examines the architectural issues, solution support, and enterprise readiness required when deploying such a virtualisation solution.

Publisher:
EMC

Getting Started with Master Data Management

Master data management forms part of an overall enterprise governance program that aims to establish trusted data throughout the enterprise. This white paper from Mike Ferguson of Intelligent Business Strategies defines master data, examines why it is needed, and explores methodologies for implementing master data management.

Publisher:
DataFlux

Optimising Storage with Global File Virtualisation

This white paper will provide an overview on how Rainfinity Global File Virtualisation virtualises unstructured data environments and moves data -including active, open files-without disruption to users or applications. Rainfinity is the only enterprise-class file virtualisation solution, and delivers complete NAS optimisation across geterogeneous environments, such as NAS, CAS, and file servers.

Publisher:
EMC

Also on silicon.com

Site Navigation:

White Papers

Part One of Two: Skills Based Routing Benefits and Challenges

Quick Sitemap Links:

About Us

Search

Blogs

Verticals

Advertising Features

CNET Networks in Europe

CNET Networks in the United States

CNET Networks in Asia Pacific