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What is Skills-Based Routing and How/Why Do Call Centers Use It?
Manage episode 275210545 series 2471065
Here is a quick overview of what skills-based routing is, how to use it, and why it's such a great tool.
This is the biggest difference between a UCAAS (Office Phone System) and a CCAAS (Call Center) platform.
I have been getting a bunch of questions on skills-based routing so I hope this answers a lot of them!
We did a white boarding video that goes along with this as well if you are more of a visual learner that can be found here:
https://www.linkedin.com/posts/tlairdexpivia_callcenter-contactcenter-callcentergeek-activity-6725462092012371968-Qci4
Text me: 814.247.0366
Follow me: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Watch us: Advice from a Call Center Geek Youtube Channel
If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
220 episodes
Manage episode 275210545 series 2471065
Here is a quick overview of what skills-based routing is, how to use it, and why it's such a great tool.
This is the biggest difference between a UCAAS (Office Phone System) and a CCAAS (Call Center) platform.
I have been getting a bunch of questions on skills-based routing so I hope this answers a lot of them!
We did a white boarding video that goes along with this as well if you are more of a visual learner that can be found here:
https://www.linkedin.com/posts/tlairdexpivia_callcenter-contactcenter-callcentergeek-activity-6725462092012371968-Qci4
Text me: 814.247.0366
Follow me: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Watch us: Advice from a Call Center Geek Youtube Channel
If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
220 episodes
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