Skill-Based Routing WFM Challenges (web seminar):

This 90-minute web seminar provides an overview of general skill-based routing (SBR) design principles and provides best practices for incorporating SBR into the forecasting and skill-based scheduling process.

Dates: March 23, July 20, November 16

This session provides a brief review of the skill-based routing (SBR) design principles and focuses primarily on the changes that will be needed in the workforce management (WFM) operation.

The first step in any effective WFM process is to obtain accurate historical data so the ACD and router setup to support this is critical. Agent and caller priorities can be useful but can create significant challenges in the planning and intraday management of the operation. Matching the WFM processes to the SBR design will go a long way toward achieving the efficiencies and effectiveness that SBR promises.
Seminar attendees will learn to:

- Describe the basic design principles involved in SBR configurations.
- Describe the challenges of achieving forecasting accuracy and tips for better data collection.
- Identify the process of scheduling agents to match SBR configuration demands.
- Describe the challenges of intra-day management of SBR and how to overcome them.

Price: $300

An unlimited number of students may attend via a single web/audio connection. Additional connections for the same seminar are available for $150 for each additional connection.

This web seminar will be recorded and retained by The Call Center School, LLC. Your attendance constitutes permission for the recording of your voice and comments and The Call Center School’s right to use, distribute, and copy the recording, in whole or in part, in any form or media.
07/20/2012 10:00 AM
11/16/2012 10:00 AM

*Web seminar times are posted as Central Time.

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122