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Skills-based routing. Skills-based routing (SBR), or skills-based call routing, is a call-assignment strategy used in call centres to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. It is an enhancement to the automatic call distributor (ACD) systems found in most call centres.
They may work in an office with a call center or in retail. [1][2] Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email or text, via live chat, and through social media. [3]
The term "call center" was first published and recognised by the Oxford English Dictionary in 1983. The 1980s saw the development of toll-free telephone numbers to increase the efficiency of agents and overall call volume. Call centers increased with the deregulation of long-distance calling and growth in information-dependent industries. [11]
"This call is being recorded for quality and training purposes." It's a refrain as familiar to the American people as "for purple mountain majesties." But rarely, when calling up to complain about ...
Former NFL quarterback Brett Favre (pictured in 2016) has disclosed that he has been diagnosed with Parkinson's disease. (Nick Cammett/Diamond Images/Getty Images) (Diamond Images via Getty Images)
Thousands of California migrant farmworkers are required to leave their housing annually, leaving units empty for months — but a new law might change that. Gov. Gavin Newsom signed Assembly Bill ...
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