The routing system and the agents’ skills are two factors that have a high impact on the success of a contact center.
Imagine a scenario in which each agent handles the cases for which is best prepared, which means, has the most appropriate skills. Skills-based routing allows exactly that. Understanding and leveraging each agent’s individual strengths can increase first-contact resolution. The result? Cost savings by reducing the need for follow-up by the team.
What if you could assign skills to agents in bulk and not one at a time?
Bulk skill assignment: save time and optimise operations
With EVOLUTION’s bulk skill assignment functionality you can assign skills to your agents in blocks, with a simple click. Save quality time and eliminate management burden by quickly assigning skills to groups of agents, ensuring each interaction is handled by the most skilled team.
> Assign and delete skills or change the values associated with each skill in seconds.
Skills assignment becomes an agile and efficient process with EVOLUTION. From adapting to demand changes to quickly onboarding new agents, our platform gives you full control to keep your contact center at the forefront of operational excellence.
Optimize your resources, improve customer satisfaction and take your contact center to the next level with EVOLUTION.