Because SLM is able to differentiate skills in terms of their current call service demands, it provides the following advantages over other agent selection methods:

• Since agent resource needs for each skill are assessed in real-time, you can use SLM to allocate agent resources to those skills that have the greatest call service demand in a dynamic manner, thereby reducing overall call response times.

• Potential problems associated with staffing exceptions, or fluctuating, intra-day call service demands are also reduced.

• SLM is especially useful for call center operations that are bound by contract or other legal obligation to meet specific service level requirements.