Overview
Agenda

Course Introduction

Contact centers operate separate inbound, outbound, and back-office departments, with each department having different KPIs, schedules, agent skill sets, and daily challenges. This course will mainly focus on inbound operations, often struggling with high agent available time due to the lack of their workforce being fully optimized. During this course, you will learn about how skill-based routing can help decrease agent available time while keeping service levels high.

Course information

Free course
4 videos
15 minute(s)
1 downloadable sheets

Course Agenda

    • 1
      Chapter :

      Introduction

      During this course, you will learn about how skill-based routing can help decrease agent available time while keeping service levels high.
    • 2
      Chapter :

      Inbound Call Volumes and Peak Periods

      Learn about how inbound call volume looks like on an average day, and when contact centers need to react to peak periods throughout the day!
    • 3
      Chapter :

      Skill-Based Routing

      In this chapter, you’ll learn about what skill-based routing is and how it works.
    • 4
      Chapter :

      Save Workforce With Skill-Based Routing

      After understanding what skill-based routing is, learn about how you can benefit from this feature!
    • 5
      Chapter :

      Other Blended Activities

      Learn about call blended campaigns and how you can blend inbound and outbound activities!
    • 6
      Chapter :

      Conclusion

      This chapter sums up what you have learned during this course.
    • 7
      Chapter :

      Course Summary

      Download our free course summary!
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Meet Your Instructor

Attila Kendefi

Contact Center Expert

Attila Kendefi is a Contact Center Expert with more than 20 years of experience in the industry. Starting his career as an agent, he was soon promoted to supervisor, and then, to contact center manager. Working in an outsourced contact center, Attila has gained extensive experience in running a wide range of outbound and inbound projects. Aside from being an instructor at VCC Live Academy, he also provides consulting services to business leaders about how to improve the performance of a contact center.

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