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skills-based routing

Balancing Skills-based Routing in the Contact Center

The SBR Balancing Act

Skills-based Routing (SBR) is a feature found on any ACD today, and it’s been around for over 30 years. It is so common, in...
Improve the customer experience with more effective contact center routing

It’s Time to Tune Up Contact Routing

Contact center leaders often express dissatisfaction with their current technology. They think that if they’d just implement some new technology, they’d be primed to...
Skills based routing impact on service level in the call center

Skills-Based Routing: Assess the Impact of Crosstraining on Service Level

Skills-based routing (SBR) is a strategy that provides a contact center flexibility when different skills have different call arrival patterns. SBR also offers tenured...