Talk:Skills based routing

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[edit] Commercial reference links - retetion of

This edit history indicates a number of reference links have been removed, fromafter the text.

Manufacturers claim that this technology improves customer service, shortens call handling time, makes training shorter and easier, thus increases agent utilisation, productivity and, hence, revenue.

Apparently, from the edit summary, the editor considered them commercial. There has been no discussion or explanation about this removal on the talk page.

The Wikipedia:Verifiability policy requires that reliable sources be cited. I would have thought that publications by commercial organisations that support their claims are reliable because they are the primary sources of those claims. Maintaining a Neutral point of view requires that a range of sources be cited to support the statements made in the article. This is what is required to synthesize published material and is not advertising. There is no policy requiring that only non-commercial academic sources be cited. To do so introduces bias, as Wikipedia would then be devoid of articles about subjects that had not had an academic treatment. Presenting a range of commercial URL's also is not spam, if those URL's are presented in the article in a relevant context. For that reason, I think the citations should be put back. They also provide a good resource for anyone researching the topic. -- Cameron Dewe 04:55, 17 June 2007 (UTC)