This excerpt from Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy will show you what technologies are available to help you make the best match between randomly arriving callers who have unique needs and randomly available agents who have unique talents, skills and abilities. This ICMI tutorial provides an excellent briefing on routing and queuing software and hardware.
Key Points Discussed:
Random Call Arrival and Random Agent Availability
- Erlang Calculations
- Technology Implications of Random Call Arrival
Routing Principles: Matching Callers to Agents
Call-Routing Enablers
- Identifying Caller and Purpose: Network Information and Prompting
- Identifying Agents and Availability
54 pages, PDF download (requires Adobe Acrobat or Reader)
(If you're considering ordering more than one excerpt from this book, you may prefer to simply order the printed book instead.)
TAGS:
Erlang calculators, Intelligent Routing, Priority-Queuing, Skills-based routing, Erlang C, Getting better scheduling results
