Skills-Based Routing: Best Practices for the Multi-channel Contact Center
Skills-based routing (SBR) is a process that assigns incoming calls to the most suitable agent in the contact center available at the time. While a variety of call routing strategies can be applied at contact centers, skills-based routing remains one of the most popular. An effective SBR strategy is one that balances the needs of the customer, the organization’s goals, organizational structure, technologies available, agents’ skills, contact channels and other such factors. Before we discuss a few of these areas of consideration, let’s review the reason why SBR is one of the more popular contact routing strategies in use today.
Benefits of Skills-Based Routing
High Customer Satisfaction
Because SBR works by matching customer needs to an agent with the closest matching skills, customer satisfaction indicators such as NPS, first call resolution, and CSAT are frequently high. Callers are able to get their queries resolved quickly because… Read the full article