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23rd September 2016
The majority of contact centres have multi-skilled at least some of their agents.
Poll – “What percentage of your agents are multi-skilled?” – answers
Nearly All – 50%
Mostly – 30%
Some – 12%
Few/ none – 7%
Source: Call Centre Helper Survey – How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition) Sample size – 350+ Date: March 2016
Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.
She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
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