Skills-Based Routing: 5 Common Problems You Can Avoid
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Skills-Based Routing: 5 Common Problems You Can Avoid

Skills based routing is getting renewed attention as contact centers expand services, add channels and, in general, require a more diverse range of subject matter experts. But you have to manage it well.

Skills-based routing is intelligent, flexible, real-time—it’s the perfect answer to that proverbial contact center challenge of getting the right customer to the right agent at the right time. Except when it doesn’t work that way.

In this short video, I share five of the most common problems, and offer up advice for addressing them.

Want to meet Brad? Join him this May 21-24 at ICMI Contact Center Expo. 


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Topics: Workforce Management, Site Operations, Strategy & Planning


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