Call Center Workforce Management Training Course:
Skill-Based Routing Design - Balancing Customer, Agent,and Center Needs
Self-paced, self-study, online training course, $300
Volume and series discounts available
Dates, Locations and Registration


Overview

Skill-based routing is a powerful tool that can help call centers with many different call types handle them more effectively from both a customer and staff perspective. It can be equally powerful when applied to the multiple contact channels - calls, emails, fax, web chat - most centers must handle today.

This session provides a map to guide you through a process of applying skill-based routing fundamentals to the multi-channel environment. It will help you determine and assign priorities in order to manage service differences that make the most sense in your center. If you are responsible for serving customers via multiple channels, you will find valuable guidance from industry experts in this session to help you succeed in properly designing your skill-based routing system.

Seminar attendees will learn :

  • Basic steps of setting up a skill-based routing design.

  • Critical first step in the skill-based routing process and alternatives for making it happen.

  • How to set up communications channels as traditional skill groups.

  • How other call centers are prioritizing different types of contacts and setting service goals.

  • Various options for agent group design.

How to Participate

Use your Internet browser and your telephone to participate. No special software required! Two days prior the seminar, you will receive an email containing access instructions for the web portion and the telephone number to call. On the day of the seminar you will point your browser to a designated web page for the visual portion of the seminar and dial a toll free number for the audio portion. (Outside of North America you will dial a direct access number.) You will be able to view the seminar presentation, participate in live polling, and ask e-mail questions through your computer. Your telephone will enable you to ask audio questions or comment on points made during the presentation. An unlimited number of students may participate around a single web/audio connection.

Registration Fees

The fee for this seminar is $300 per computer connection, for a 90-minute session. Any number of individuals may participate around a single web/audio connection.

Volume Discounts

  • Purchase 5 or more connections for any Call Center Online Training courses (mix and match) for only $270 each.
  • Purchase 10 or more connections for any Call Center Online Training courses (mix and match) for only $245 each.

Certification Series Discounts

This seminar is included in the following certification series.  To learn more about the series, or to purchase one connection for the entire series, follow the 'click here' link below.
11-part Call Center Workforce Management Comprehensive Web-Based Training Series $2,495

To register, click on the "Book Now" button or please call (708) 246-0320

Seminar Schedule
Skill Based Routing Self-Study Online

Click here to learn about Click here to see the entire seminars calendar, dates & locations


Payment is due prior to the seminar, including payment on purchase orders.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the conference.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $125.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants cancelling within fourteen days of the seminar will receive training credit, less administrative fees of $125 toward any other Resource Center seminar.  There will be no refunds or credits for non-attendance.

Agenda, course dates, and locations are subject to change.

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The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251

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Last modified March 27, 2014