Multi-Skilled is in the Training and Development category. - View all

Knowledge Bankview more…knowledge bank rss

First Contact Resolution (FCR) Levels and Skills Based Routing (SBR)

Whilst there is always a clear desire to match the call subject matter with the appropriately skilled agent, this is not always possible, resulting… View


Multi-skilled is a phrase used when an agent is sufficiently skilled to handle different types of calls.  This generally applies where there a… View

Skills Based Routing (SBR)

Skills based routing (SBR) is an ACD facility that allows calls to be delivered to agents based on skill levels. For instance, there may be a n… View

Case Studiesview more…case studies rss

NICE IEX Workforce Management (WFM): NICE: BROCHURE

A comprehensive workforce management solution for improving the efficiency and effectiveness of your business View

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