Skill-Based Routing Complexities:
Traditional and Multi-Channel Operations
June 27/Oct 31
Skill-based routing is a powerful tool that can help call centers with many different call types handle them more effectively from both a customer and staff perspective. It can be equally powerful when applied to the multiple contact channels - calls, emails, fax, web chat - most centers must handle today. This session provides a map to guide you through a process of applying skill-based routing fundamentals to the multi-channel environment. It will help you determine and assign priorities in order to manage service differences that make the most sense in your center. If you are responsible for serving customers via multiple channels, you will find valuable guidance from industry experts in this session to help you succeed in properly designing your skill-based routing system.
Seminar attendees will learn to:
- Outline the basic steps of setting up a skill-based routing design.
- Describe the most critical first step in the skill-based routing process and alternatives for making it happen.
- Describe how to set up communications channels as traditional skill groups.
- Identify ways other call centers are prioritizing different types of contacts and setting service goals.
- Describe various options for agent group design.
6/27/2008 11:00 AM EST
10/31/2008 11:00 AM EST
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Price $300/Monitor
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