Scheduling Time is the Greatest Problem Surrounding Multi-Skilled Agents

Almost half (48%) of contact centre professionals believe that the greatest problem they face with multi-skilling is the time it takes to schedule them.

According top our poll, other prevailing problems involved inaccurate results (38%), staff buy-in (37%) and difficulties with spreadsheets (34%).

Poll ‘What problems do you face with multi-skilling?’ – answers
34% – Difficult to do on a spreadsheet
38% – Inaccurate results
23% – Synching data with the phone system
37% – Staff buy-in
48% – Time taken to generate schedules

Source: Call Centre Helper website webinar poll: Forecasting and planning a multi-skilled workforce    Sample size – 151    Date: February 2013