Skills-Based Routing in the Modern Contact Center
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Overview: This paper is focused on Skill-Based Routing and Workforce Management in the Modern Contact Center (""MCC""). To begin, Blue Pumkin provides some historical background about how they came to be where they are. From here, they examine the different routing strategies that can be employed within a contact center today and discuss the basic pros and cons of different strategies. They look at the challenges of forecasting, scheduling, and planning for MCCs and conclude with some predictions about what the future may hold for routing and workforce management.