Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

Posts Categorized: Routing and Skills

Technology Optimization: Routing and Skills

Many elements play a role in routing, including the network, IVR, ACD, and potentially CTI and databases. Centers need to review or define a call path carefully, end-to-end, to apply the technology properly. Skills capabilities allow agents to handle various call types and priorities, and conditional routing makes “if…then…” decisions for each call. Most centers… Read More »