Webinar – Fundamental Concepts of Scheduling with Skill-Based Routing

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Webinar – Fundamental Concepts of Scheduling with Skill-Based Routing

Start:
November 19, 2015 1:00 pm
End:
November 19, 2015 2:00 pm
Category:
Address:
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United States

Balancing customer, center, and agent needs with traditional scheduling is not easy, but adding skill-based routing to the process can make it significantly more complex.  New hires may have only one skill when they first start handling calls, while more seasoned staff may have a wide range of skills.  When each agent may have a different combination of skills and perform them at different levels, the optimized schedule needs to reflect these possibilities.   Add different levels of priority of callers to the mix and then figure out how to adjust when a multi-skilled agent is missing.  These are the challenges of scheduling in a skill-based routing environment.  This session will outline ways to minimize the challenges not only in the schedules but also in the intraday management process that follows.  – Speaker:  Maggie Klenke 

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