Certain types of calls require a certain finesse that might not be found in all of your Agents. To better streamline your lead-to-cash cycle and/or improve the overall customer experience, it’s important to take a step back and make sure you're leveraging agents and their abilities within your call center.
For example, create unique “Skills” (e.g., French Speaker) to ensure calls are offered to appropriate staff.
This article will detail how to access and configure a specific skill within your Call Center.
Skills
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Navigate to your Call Center > Workforce Management > Skills.
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Click 'New Skill'
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Add a name and description.
- Click 'Save'.
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Once created, a skill must be assigned at the user level on the 'Staff by Role' page.
- Additionally, skills will need to be programmed within the IVR. Please contact Contivio Support Team for assistance.