Description:
Skill-based routing is a powerful tool that can help call centers with many different call types handle them more effectively from both a customer and staff perspective. It can be equally powerful when applied to the multiple contact channels – calls, emails, fax, web chat – most centers must handle today. This session provides a map to guide you through a process of applying skill-based routing fundamentals to the multi-channel environment. It will help you determine and assign priorities in order to manage service differences that make the most sense in your center. If you are responsible for serving customers via multiple channels, you will find valuable guidance from industry experts in this session to help you succeed in properly designing your skill-based routing system.
Webinar Objectives:
Delivery Method:
Access to this 90-minute webinar is provided via an Internet connection and a separate audio (telephone) connection. An unlimited number of students may participate around a single web/audio connection.
To speak with an LSA Expert to learn about the call center – traditional & multi-channel communication customization and delivery options for your company, please contact us.
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