Each version has increasingly gotten better. It runs like the dickens now. No Fumbles Skills-based routing determines the nature of the incoming call and scans the call center floor to see which agent is open and, most importantly, which agent can adeptly receive the call without fumbling. Agents specify the sporting catalogs they prefer and this information is fed into ResumeRouting. When a call comes in from a basketball catalog, the call is routed to an agent who has selected basketball as an area of interest.
Agents can work where they are most proficient and where they prefer.
Agents are asked to select two other sporting sectors of interest. In this fashion, a call can be passed to a rookie when the pros are tied up, offering the customer quicker service and the agent experience. In most circumstances they will get their core type of calls. If we need a gap filled, the agent will begin to take more of those calls and over time will become an expert in that call type. In this way we can further develop their skills.