Under pressure to drive growth while keeping service levels high, businesses today are constantly on the lookout for ways to do more with less. Usage of digital channels has exploded, which means contact centers are managing interactions on more channels than ever before, and customers expect ever-higher service that’s consistent across channels. That’s why a growing number of forward-thinking organizations are leveraging simulation to deliver on the promise of skills-based routing. In this white paper, we’ll examine the benefits and challenges of skills-based routing and detail how organizations can use the power of simulation to maximize their operational potential.
