Skill based scheduling
Skill-based scheduling allows agents to be scheduled according to the specific skill sets required to handle different types of contacts.
Skill-based scheduling is a snap using ISC Workforce Management. You simply enter the names of the skills associated with services into a log and assign listed skills to individual agents as needed.
Call Center Customer Satisfaction
ISC WFM scheduling will make sure that agents with the right skills are in place when those calls arrive that require a particular skill to complete. When available, cross-trained agents are assigned to achieve maximum efficiency.
Skill-based scheduling will help you optimize your workforce and lift customer satisfaction to new heights.