Skills Based Routing (SBR)

Skils Based Routing

Skills Based Routing (SBR) is in the Workforce Optimisation (WFO) category. - View all

Knowledge Bankview more…knowledge bank rss

Automatic Call Distributor (ACD)

Automatic Call Distributors (ACDs) have been around for a long time now, however, they still remain the basic building block in all call centres to… View

Call Routing

Calls can be routed by the ACD to groups of agents by a number of predetermined commands.  This can include routing by; Skills, produ… View

Call Tracking

Most call centres have an understanding of why their callers phone but not generally a detailed understanding of the actual call 'types'. C… View

White Papersview more…white papers rss

Eight Essential Steps to Moving the Contact Center Beyond Operational Efficiency to Business Effectiveness: Aspect Software

For years, the goal of the contact center has been to operate efficiently, keeping costs as low as possible. During the recent economic downturn, c… View

Optimising the Collections Process: Aspect Software

Consumer debt has ballooned to record levels, topping $11 trillion in the U.S.1 A rising number of consumers face a precarious balancing act, force… View

Toolkitsview more…toolkits rss

Call 'Type' Tracking Process Flow

Develop a process for establishing your call 'types'for avoidance. (Youcan get Visio Viewer from this site) … View

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