Mastering Skills-Based Routing: The Future of Efficient Call Management
NobelBiz
JULY 18, 2023
Unraveling the Essence of Skills-Based Routing According to Wikipedia, Skills-based routing (SBR) is a call-assignment strategy used in call centers to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. That’s essentially what skills-based routing is all about.
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