The majority of contact centres have multi-skilled at least some of their agents.
Poll – “What percentage of your agents are multi-skilled?” – answers
Nearly All – 50%
Mostly – 30%
Some – 12%
Few/ none – 7%
Source: Call Centre Helper Survey – How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition) Sample size – 350+ Date: March 2016
Author: Megan Jones
Published On: 23rd Sep 2016 - Last modified: 18th Sep 2019
Read more about - Archived Content, Polls, Soft Skills
