Skills-based routing (SBR) and multi-skill scheduling can make even
the most seasoned contact center professional cringe. There have been
many instances in which SBR and multi-skill scheduling has been
perceived as "too complicated," "hard to manage" and "more trouble
than it�s worth." Over the years, the technology supporting SBR and
multi-skill scheduling has evolved, as has our understanding of the ins
and outs of creating efficient SBR strategies. Additionally, we have
learned a great deal about what works and what doesn�t when creating
schedules to match to our SBR strategies and tables. Learn from two
industry experts how they use today�s technology to achieve best
practices in skills-based routing and multi-skill scheduling for call
centers.

After attending this Webinar, attendees will be able to:

� Implement skills-based routing in their contact centers that will allow them to streamline their    agent work pool.

� Free managers and supervisors from tedious manual planning of skills-based routing.

� Make better use of agent skills and raise customer satisfaction.