Advice from a Call Center Geek!
Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. Tom Laird, CEO of 600+ seat award-winning BPO, Expivia Interaction Marketing and Ai auto QA startup OttoQa, ICMI Top 25 Contact Center thought leader discusses topics such as call center operations, hiring, culture, technology, and training while having fun doing it!
Advice from a Call Center Geek!
What is Skills-Based Routing and How/Why Do Call Centers Use It?
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
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