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. . No matter how well you staff your call center, there are bound to be times that customers have to wait on hold a bit. Routing works according to things like: Time of day. Call traffic.
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