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Program: WFM - Skill Based Routing

Tackle the challenges of planning and implementing a skill based routing (SBR) solution. We’ll discuss requirements such as defining customer needs, defining agent capabilities, skill level based prioritization and much more. We’ll discuss SBR examples and highlight the challenges and benefits of each to the contact center.

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1 course 0 h 56 min

WFM - Skill Based Routing includes the following courses:

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