Recorded Webinar: Forecasting and Planning a Multi-Skilled Workforce Related Articles How Do I… Manage and Schedule Multi-Skilled Agents? Workforce Management Guide 18 Workforce Management Case Studies How to Introduce Multi-Skilling into the Contact Centre 4,763 Filed under - Recorded Call Centre and Customer Experience Webinars, Forecasting, injixo Webinar on multi-skilling. Multi-skilling gives major advantages to the contact centre in terms of customer service, reducing queue times and improving staff satisfaction. But it can also be a nightmare to forecast and plan for. In this webinar master-class we looked at the best ways to forecast and plan for a multi-skilled workforce. Agenda Introductions – Jonty Pearce, Call Centre Helper Multi Skilling Challenges – Maggie Klenke, The Call Center School Technology Demonstration – Dean Couchman, injixo Joining the panel discussion – Chris Dealy, injixo Top tips from the audience All the tips from the audience have now been turned into an article 20 tips to multi-skill your contact centre Click here to download our Monthly Forecasting Excel Spreadsheet Template Winning tip – “We recruit just before our peak seasons and train the staff on the line we know is going to peak, If the CSR works out well we multi-skill them.”thanks to Gemma Interactive Q&A – Live questions from the audience Topics to be discussed The benefits and pitfalls of multi-skilling Dealing with staff reluctance Training in different contact types Maintaining service levels Escalating complex calls Dealing with call transfers Whether to remove the IVR Forecasting different work types The problem with Erlang Planning a multi-skilled workforce The multi-lingual dimension Mixing inbound and outbound calls, emails and web chat Using Workforce Management technology Top tips from the audience – how our audience plan a multi-skilled workforce Interactive questions and answers This webinar is brought to you by Call Centre Helper and is sponsored by injixo. Original Webinar date: February 2013 Author: Jo Robinson Published On: 5th Feb 2013 - Last modified: 7th Apr 2021 Read more about - Recorded Call Centre and Customer Experience Webinars, Forecasting, injixo Recommended Articles How Do I… Manage and Schedule Multi-Skilled Agents? Workforce Management Guide 18 Workforce Management Case Studies How to Introduce Multi-Skilling into the Contact Centre Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter