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Altivon

Deriving Value from Skills-Based Routing: A Guide to Implementing Skills-Based Routing Effectively

Basic skills-based routing lets a contact center exploit the benefits of a specialized workforce and harness the economies of pooled resources. But with best practices to add intelligence, consider degrees of capability within a skill, and adapt routing based on business criteria and conditions, contact centers can leverage agent proficiency at higher levels and realize even greater benefits. Read how.

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