Presented By: Maggie Klenke is a founding partner of The Call Center School; Compliments of NICE
Date: May 21st, 1:00 - 2:00 pm Eastern
When done effectively, skills-based routing and workforce management will enable significant economies of scale and better customer segmentation with targeted service levels. Yet skills-based routing (SBR) and multiskill scheduling can seem overwhelming to even the most seasoned contact center professional.
Over the years, the technology supporting SBR and multiskill scheduling has evolved, as has our understanding of creating efficient SBR strategies. Additionally, we have learned much about what works (and what doesn't) when creating schedules to match our SBR strategies and tables.
Learn from two of the industry experts and how they use today's technology to achieve best practices in the skills based routing and multiskill scheduling practices. This session will provide a map to guide you through a process of applying skill-based routing fundamentals to both a traditional and multi-channel environment. It will help you to establish a new SBR configuration or redesign one that is sub-optimal so that it maximizes your potential success. A white paper including application case studies is available with this session.
Seminar attendees will learn to:
· Quantify the benefits and challenges of skill-based routing and scheduling.
· Outline the basic steps of setting up a skill-based routing design.
· Understand the developments in technology that make success in SBR deployments more likely
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