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A Practical Guide to Skills-based Routing


It’s not uncommon for an organization to implement technology without understanding if, or how, that technology applies to their line of business. In a Contact Center, justifying a technology investment comes down to understanding the solution’s applicability and how it can benefit agents, customers, and the business as a whole.

Skills based routing is a technology that, when implemented wisely and maximized by best practices, can lend to improved business performance by improving agent performance and the customer experience.