Presented By:  Maggie Klenke, Founding Partner, The Call Center School 

On Demand Date: July 2011 

Skill-based routing (SBR) is one of the most powerful ways that contact centers can accomplish two primary goals – improving customer service by getting callers to the best person to handle the call and increasing efficiency by making the most of staff skills and capabilities. After identifying and prioritizing customers’ needs, contact centers need to define the competencies and skills required to respond to these needs accordingly. It’s critical to continually assess these needs and then to know what your agents are capable of doing. This workshop will focus on this important skills assessment part of SBR.

You’ll learn about ways to identify current skill needs, assess current skills and capabilities, and pinpoint skill gaps to address with training and coaching. Hear about exciting new tools including automated tests and correlation analysis tools that can help you identify skill gaps earlier and then make the most of your training resources to ensure your frontline staff are best equipped to handle the specific needs of each valuable customer.