[JPalkowski]

We are finding it necessary to look at skill-based routing to address some of the complexities of our inbound customer care center.

I would be interesting in hearing what some of the challenges have been in implementing skill-based routing in your call centers.

Our biggest concern is scheduling. We run a 24 X 7 center, and our concern is forecasting and scheduling the right number of agents with the right skillsets. We would likely have about 4-5 different skill levels.

If anyone would like to share their experiences on how you handled this challenge with your call center, please reply.

Thank you.