Skill-Based Routing Design: Balancing Customer, Agent, and Center Needs (e-Learning):
This self-paced, 3-module e-Learning program 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.
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: $150 (Single-user, 30-day license)
