Final answer:
Skills-based routing is a call center strategy that connects calls to the most qualified agent, enhanced by technological advancements like communication satellites and wireless technologies.
Step-by-step explanation:
Skills-based routing (SBR) is a strategy used in call centers that directs incoming calls to the most qualified agent available. This approach improves the customer experience and increases the efficiency of handling calls. The need for SBR has become more prominent with advancements such as the increase in caller ID usage, the shift from landline to mobile communications, the common practice of using private numbers, and the development of voicemail and privacy managers. These factors, alongside the hectic nature of personal schedules and a decreased willingness to be interviewed, have necessitated a more sophisticated approach to call management. Furthermore, improvements in technology, such as microwave transmission, communication satellites, and other wireless technologies, have contributed to the evolution and effectiveness of SBR by facilitating more seamless and versatile forms of communication.