Articles - Multi-Skilling

Multi-skilling helps contact centres become more flexible, efficient, and resilient. This hub of expert guidance, training ideas, and practical advice explores how to develop teams with a wider range of skills while maintaining quality and balance. Learn how to design training programmes, plan workflows, and schedule multi-skilled advisors effectively. You’ll also find examples of organisations using multi-skilling to improve service levels, enhance career development, and create a more adaptable workforce ready for changing demand.

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The Secrets to Scheduling Multiskilled Agents
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20 Innovative Lessons from Simplyhealth’s Contact Centre
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Multi-Skilling Agents – Is It Really Best?
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The Pros and Cons of Single-Skilling Agents
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How to Nurture Your Future Resource Planning Managers
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Should We Multi-Skill or Single Skill Our Advisors?
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20 Ways to Upskill Your Contact Centre Advisors
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Why Are Some Contact Centres Turning Away From Multiskilling Advisors?
The Rise of the Multi-Skilled Agent
50% of Contact Centres Multi-Skill “Nearly All” of Their Agents