Recorded Webinar: Forecasting and Planning a Multi-Skilled Workforce


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.


  • 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, ,

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