Skill-Based Routing: Best Practices to Drive Call Center Success
aircall
APRIL 21, 2021
As in the example above, you can set up rules for agents that have multiple skills or those who are cross-trained in different areas. . For example, your call might be sent to a queue where your call will be answered in your preferred language or to a particular service level. 15 Factors to Consider When Selecting an IVR System.
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