Skills-Based Routing… Done Right
How to cut expenses and improve service with a skills-based routing environment
By Maggie Klenke, The Call Center School and Nathan Stearms, IEX
When done correctly, skills-based routing can help minimize overhead expenses, build an orderly career path for agents and improve customer service. Download this two-part white paper, Skills-based Routing Benefits & Challenges, to learn how a skills-based routing environment can help you reduce expenses and improve service.
Part one of 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. Part two concludes by explaining the importance of a well-designed queuing strategy powered by an advanced workforce management system that will help the organization make skills-based routing a win-win for everyone.