The Strategic Role of Multi-Skilling in Contact Centers: Opportunities, Challenges, and Implications

"The strategic role of multi-skilling in contact centers: opportunities, challenges and implications" by Dr. Mark Alpern.

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​Contact centers are increasingly adopting multi-skilling strategies to enhance operational efficiency through resource optimization, all while improving the customer experience and employee satisfaction. Multi-skilling refers to training agents to handle various tasks across different communication channels, types of inquiries, and languages.

 

In a three-part series, I explore the concept of multi-skilling, examine when it is appropriate to use it, identify situations where it may not be beneficial, discuss the implications of multi-skilling from a people, process, technology, and knowledge perspective, as well as outline its qualitative and quantitative benefits. By highlighting these implications, I aim to equip contact center managers and planners with the knowledge and understanding to effectively implement and manage multi-skilling strategies.​​