Workforce Management - 2-Course Skill-Based Routing (e-Learning):

This self-paced, 6 module e-Learning program provides essential knowledge and skills for making the most of Skill-Based Routing in the call center. These two courses include: Skill-Based Routing Design and Skill-Based Workforce Management Challenges

Learn to optimize the skill-based routing set-up in your call center with these two how-to seminars: (3 modules per course)

Course 1: Skill-Based Routing Design: Balancing Customer, Agent, and Center Needs
Course 2: Skill-Based Routing WFM Challenges: Forecasting and Scheduling for SBR Scenarios

Students will learn to:

- Optimize skill-based routing capabilities of today's ACD.
- Design routing plans so each call goes to best person to handle it.
- Match workforce forecasting and scheduling to your center's skill-based routing set-up.

Price: $275 (Single-user, 30-day licenses)

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