Almost half (48%) of contact centre professionals believe that the greatest problem they face with multi-skilling is the time it takes to schedule them.
According top our poll, other prevailing problems involved inaccurate results (38%), staff buy-in (37%) and difficulties with spreadsheets (34%).
Poll ‘What problems do you face with multi-skilling?’ – answers
34% – Difficult to do on a spreadsheet
38% – Inaccurate results
23% – Synching data with the phone system
37% – Staff buy-in
48% – Time taken to generate schedules
Source: Call Centre Helper website webinar poll: Forecasting and planning a multi-skilled workforce Sample size – 151 Date: February 2013