WFM - Skills-Based Routing

For most customers, receiving a quick and helpful answer during their first interaction is critical to a quality customer experience. Skills-based routing increases your contact center’s productivity and efficiency because agents with relevant skills are more likely to resolve customer concerns on first contact.

  • WFM
  • 45 min

What Learners will learn

  • Define skills-based routing
  • Identify the benefits of skills-based routing
  • List the main steps in the skills-based routing process in a multi-channel contact center
  • Determine required agent skills for handling customer contacts
  • Identify the four main steps in setting up skills-based routing
  • Recognize how skills-based routing impacts workforce management
  • Identify skill assignment and management best practices
  • Recognize skills-based routing implementation best practices

Who should take this?

  • Anyone involved in workforce management
  • Newly hired workforce managers (as part of onboarding)
  • Employees seeking to expand their area of responsibilities

Course Outline

  • Overview of Skills-Based Routing
  • Implementing Skills-Based Routing
  • Exploring Skills-Based Routing Best Practices
  • Final Exam


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

The WFM - Skills-Based Routing course is designed by call center experts to provide a practical and engaging learning experience. Start today.