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Skill-Based Routing Design

Course Outline Register Now
$375 November 15, 2016 @ 1:00 pm - 2:30 pm

Skill-Based Routing Design: Balancing Customer, Agent, and Center Needs

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

Seminar attendees will learn to:

  • Outline the benefits and challenges of designing an effective SBR plan.
  • Describe the most critical first step in the SBR process and alternatives for achieving it.
  • Describe design concepts for progressive agent training and varied agent skill situations.
  • Analyse sample case problems for design implications.

Facilitated by: Giles Potter, Director, Great Outcomes

Giles is a speaker, author and experienced Consultant, who has been leading service industry change and development for over 13 years, after holding senior roles in the financial services industry.  As a Management Consultant, Giles has worked with executive leaders in many of New Zealand’s government agencies and global corporations.

Web Seminar Cost : $375.00 + GST (first connection)

The cost of your first connection is $375. An unlimited number of students may attend via a single web/audio connection. You can get a discounted price of 25% off for all connections purchased when you buy more than one (discounted to $281.25 each)

Seminar Access

Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call.


Attend the five core sessions in the Workforce Management Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.

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