According to our poll, most contact centres, 55% of them, hire or train most of their advisors to be multi skilled.
Poll – Do You Multi Skill People in the Contact Centre? – answers
Mainly single skill – 4%
Partially multi-skilled – 28%
Mainly multi-skilled – 55%
Some blending voice calls and emails/ chat – 34%
All multi channel contact is blended – 14%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper webinar: ALL NEW 30 Contact Centre Tips Sample size – 198 Date: May 2014
Author: Jo Robinson
Published On: 15th Oct 2014 - Last modified: 18th Sep 2019
Read more about - Archived Content, Polls
