Word of the Day: Tech Definitions from WhatIs.com

Oct 30 2017   2:13PM GMT

skill-based routing (SBR)

Kaitlin Herbert Kaitlin Herbert Profile: Kaitlin Herbert


Skill-based routing (SBR) is a component of automatic call distributor (ACD) systems that filters and directs incoming inquiries to call center agents with the most applicable skill sets. Continued…

Quote of the Day

“It is both more efficient and more effective to send billing inquiry calls to agents who have the best skills and training to provide accurate answers related to billing.” – Scott Sachs

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Call routing practices focused on customer journey
Demographic-based call routing can potentially give customers specific help based on their unique attributes and improve the customer journey in a contact center environment.

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Self-service, skill-based routing and knowledge management software are just a few examples of contact center automation tools benefiting agents.

With Amazon Connect, AWS puts experience to work in contact center space
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Should you use demographics in contact center agent routing?
Contact center agents can become more effective on customer service calls if companies enlist demographic-based routing.

Trending Terms
automatic call distributor
call center
average handle time
contact center software
call center agent

Writing for Business
The question on everyone’s _____ is how to improve customer experience and cut costs at the same time.
a. minds
b. mind

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