The SBR Balancing Act
Originally published in Contact Center Pipeline, September 2017. Skills-based Routing (SBR) is a feature found on any ACD today, and it’s been around for over 30 years. It is so common, in fact, that it’s become an afterthought when purchasing a contact center phone system: Auto attendant? Check. On-hold messaging? Check. Skills-based routing? Check. Hold on a second. That check mark next to SBR makes it sound like a simple, low-value, one-size-fits-all feature that r