Skills Based Routing Call Centre Technology

Skills Based Routing is a feature of a call centre ACD technology that enables you to direct calls to the most appropriately skilled and experienced call centre agent.

Using Skills Based Routing enables you to increase efficiency by directing calls to the best-equipped contact centre agent and it improves the customer experience by ensuring the call is directed to the agent with the most appropriate skills to best help the customer. 

You can learn a lot more about the different types of Skills-Based Routing on the CX Central Glossary >