Skills-Based Routing

Skills-Based Routing (SBR) is a contact center technology that intelligently routes incoming customer inquiries to the most suitable available agent based on predefined criteria such as skills, expertise, and availability. Instead of routing calls sequentially or randomly, SBR uses algorithms to match each customer inquiry with the agent best equipped to handle it, ensuring that customers are connected with the most qualified resource to address their needs efficiently. Skills-Based Routing can be applied to various communication channels, including phone calls, emails, live chats, and social media interactions, enabling organizations to deliver personalized and effective customer service experiences.