Workforce Optimization Featured Article

Workforce Optimization and Skills-Based Routing

April 10, 2008

By Stefania Viscusi,
Assignment Desk Editor

While the call center relies heavily on agents that can provide top quality experiences for callers, not all agents offer the same level of service or have the same expertise. Trying to train agents to all perform the same is not only time consuming, it's nearly impossible.
For better workforce optimization, call centers must make use of skills-based routing as a way to ensure that callers are reaching the right agent, so calls are handled effectively and efficiently.
Skills-based routing helps to achieve workforce optimization by best leveraging each agent's knowledge and skill sets and offering newer, less experienced agents the ability to develop their skills on less complicated calls.
This in turn helps to improve agent turnover rates and allows agents to handle more difficult calls, only when they are ready.
Skills-based routing is also important for its ability to improve performance metrics in the call center. This includes improving the average speed of answer and improving the management of headcount.
As call centers turn to skill-based routing to leverage these benefits, it is important that they select the proper technologies to sort calls based on need and agent skills, as well as set call prioritization rules, and audit their current agent pool for currently available skills.
In the call center, skills-based routing and the combination of technologies like workforce management, call routing and reporting tools, plays an essential role in achieving optimization.
IEX (News - Alert) Corporation, a NICE Systems Ltd. company, helps contact centers to improve their operations with workforce optimization solutions such as workforce management, performance management and quality management among others. Over 3,000 centers in more than 50 countries with over 900,000 agents rely on IEX workforce optimization solutions to plan and optimize the performance of their agent workforce.
For more be sure to check out the Workforce Optimization channel on TMCnet.
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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.

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