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Skill based routing: what is it and how does it work?

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Skill-based routing is one type of strategy where your customers are assigned the most appropriate Skills relevant to handling their issues and concerns. For ex:- Spanish-speaking customers are sent to agents that can speak Spanish. With contact center software, you can transfer a call to a specific skilled agent. There are some benefits like customers getting to the right agent for the first time. It will increase customer satisfaction and improve agent productivity.


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