Recorded Webinar: Forecasting and Planning a Multi-Skilled Workforce

Webinar on multi-skilling.

Multi-skilling gives major advantages to the contact centre in terms of customer service, reducing queue times and improving staff satisfaction.  But it can also be a nightmare to forecast and plan for.

In this webinar master-class we looked at the best ways to forecast and plan for a multi-skilled workforce.

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Multi Skilling Challenges – Maggie Klenke, The Call Center School

• Technology Demonstration – Dean Couchman, injixo
• Joining the panel discussion – Chris Dealy, injixo
• Top tips from the audience

All the tips from the audience have now been turned into an article 20 tips to multi-skill your contact centre

Click here to download our Monthly Forecasting Excel Spreadsheet Template

Winning tip – “We recruit just before our peak seasons and train the staff on the line we know is going to peak, If the CSR works out well we multi-skill them.”thanks to Gemma

• Interactive Q&A – Live questions from the audience

Topics to be discussed

• The benefits and pitfalls of multi-skilling
• Dealing with staff reluctance
• Training in different contact types
• Maintaining service levels
• Escalating complex calls
• Dealing with call transfers
• Whether to remove the IVR
• Forecasting different work types
• The problem with Erlang
• Planning a multi-skilled workforce
• The multi-lingual dimension
• Mixing inbound and outbound calls, emails and web chat
• Using Workforce Management technology
• Top tips from the audience – how our audience plan a multi-skilled workforce
• Interactive questions and answers

This webinar is brought to you by Call Centre Helper and is sponsored by injixo.

Original Webinar date: February 2013

Author: Jo Robinson