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Skill-Based Routing: Best Practices to Drive Call Center Success

aircall

APRIL 21, 2021

Skill-based routing (SBR) is a feature of modern phone systems that will help improve your first-call resolution rates and ensure a good customer experience at every touch point. . With skill-based routing, call transferring can be prevented and customers receive the help they need in their first call.

Best practices 62
Best practices Call Center Interactive Voice Response Automatic Callback 62
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Call Center Dialer Software: Optimization Best Practices

NobelBiz

MAY 9, 2023

By automating the dialing process, dialers can connect agents to customers quickly, reducing wait times and keeping agents engaged. Brad Butler Dialers can also streamline the process of pulling client data out of the CRM. After reviewing the data, the agent decides if and when to make the call.

Best practices 98
Best practices Call Center Gamification Contact center software 98
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