Forecasting, Scheduling, and IntraDay Management with Skill-Based Routing

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Skill-Based Routing WFM Challenges (e-Learning):
This self-paced, 3-module e-Learning program 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.

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: $150 (Single-user, 30-day license)

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

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Consulting

Certification

Skill-Based Routing WFM Challenges (e-Learning):
This self-paced, 3-module e-Learning program 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.

Category Navigation:

Consulting

Certification

Skill-Based Routing WFM Challenges (e-Learning): This self-paced, 3-module e-Learning program 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.

Skill-Based Routing WFM Challenges (e-Learning):
This self-paced, 3-module e-Learning program 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.