Utarbeidet med KI.
What is skills-based routing?
Skills-based routing sends the inquiry to someone who can answer it, rather than whoever happens to be available.
The customer does not have to be transferred. An inquiry in English about a technical product goes to someone who is proficient in both, the first time.
Skills must be registered for each agent and kept up to date. If someone stops working in an area, that skill must be removed. Without maintenance, the system routes requests to people who no longer have the relevant expertise.
Twenty skills per agent results in a model that no one keeps up to date, and inquiries that do not find a match remain unassigned. Start with languages and two or three areas of expertise.
Still et spørsmål eller del hva som hjalp deg.
Del et spørsmål eller en refleksjon.
Bli den første som bidrar.