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 fact, that it’s become an afterthought when purchasing a contact...
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 achieve their business goals. Yet many centers have substantial opportunities...
