The Largest Online Community for Contact Centre Professionals
The Largest Online Community for Contact Centre Professionals
Close
2nd July 2013
According to our poll, almost a quarter of contact centres make certain that all of their agents are multi-skilled, with a further 38% containing mostly multi-skilled agents.
Poll – Do you do multi-skilling in your contact centre? – answers
No – 5%
No, but we are planning it – 4%
Some people are Multi-skilled – 27%
Most people are Multi-skilled – 38%
Everyone is multi-skilled – 24%
Source: Call Centre Helper webinar: Forecasting and planning a multi-skilled workforce Sample size – 151 Date: February 2013
Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.
Connect with Jo on LinkedIn
Read more by Jo Robinson
The Latest Customer Contact Research, Reports and White Papers straight to your inbox!
Get the latest insights from Call Centre Helper by signing up for our email content.
Close
24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
