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: