Program: Workforce Management

9. Skill Based Routing
Balancing Customer, Agent, and Center Needs

Skill Based Routing Balancing Customer, Agent, and Center Needs This interactive e-learning course provides best practices for designing a skill-based routing (SBR) system in both a traditional and multi-channel contact center environment while incorporating SBR into the forecasting and skill-based scheduling process. Students will apply and practice SBR design concepts through case study applications.

This course provides a map to guide you through a process of applying 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. The course also focuses on the changes that will be needed in the Workforce Management 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.

Students 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 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.
  • Describe design concepts for progressive agent training and varied agent skill situations.
  • Analyze sample case problems for design implications.
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7 modules 56 mins