If you are looking for ways to increase revenue and customer retention through your contact center, start with skills-based routing. There might be no better project that will have such a dramatic impact in your contact center. Skills-based routing is one of the most valuable and impactful changes you can implement. Here are considerations of your skills-based routing: 1. Identify the skills that your customers need. 2. Identify the skill-sets of your agent pool that match your customer needs. 3. Segment your agents into skill groups based on their skills. 4. Define your queues. 5. Define how calls will get routed to those agents. 6. Train your agents. 7. Monitor, measure and adjust.
Ask the EXPERTS Tim Passios Customer Inter@ction Solutions; Nov 2009; 28, 6; Docstoc pg. 20 Reproduced with permission of the copyright owner. F
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