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03-19-2003, 11:08 AM
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Skills Based Routing
We are currently installing a skills based routing piece within the call center. This focuses not on multi site, rather, routing the call to the best agent. Are there any case studies or best practices that can help us with this change management? It seems as if many of the dynamics of the call center will change, from hiring practices to how we manage skills as opposed to queues?
We are a large bank with a 400+ seat in/out call center. Installation will begin in phases throughout the year. Yet, we need to start preparing now. Would like to see case study or some input on how other call centers who have implemented skills have managed this. Thanks for the input Charlie 
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