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Managing call routing technology in the call center

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QUESTION POSED ON: 14 April 2008
We are moving from a call center agent group call routing environment to a skills-based call routing environment. What should we watch out for? What changes will we have to make to our workforce management (WFM) software to ensure we are staffing call center agents with the right skills?

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abandoned call (SearchCRM.com)

call center agent (SearchCRM.com)

cross-media queuing (SearchCRM.com)

Erlang B (SearchCRM.com)

Erlang C (SearchCRM.com)

inbound call (SearchCRM.com)

off-peak (SearchCRM.com)

outbound call (SearchCRM.com)

screen pop (WhatIs.com)

skill-based routing (SearchCRM.com)

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