Skill-Based Routing Design: Balancing Customer, Agent, and Center Needs (web seminar):

This 90-minute web seminar provides best practices for designing a skill-based routing system in both a traditional and multi-channel contact center environment. Students will apply and practice SBR design concepts through case study applications.

Dates: March 16, July 13, November 9

This session provides a map to guide you through a process of applying skill-based routing (SBR) fundamentals to both a traditional and 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 providing service to customers via multiple channels, you will find valuable guidance in this session to help you succeed in properly designing your skill-based routing system.
Seminar attendees will learn to:

- Outline the benefits and challenges of designing an effective SBR plan.
- Describe the most critical first step in the SBR process and alternatives for achieving it.
- Describe design concepts for progressive agent training and varied agent skill situations.
- Analyze sample case problems for design implications.

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.
07/13/2012 10:00 AM
11/09/2012 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