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Multi Skilling Agents

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10-09-2001, 10:33 PM

forrestm

Member

Join Date: Oct 2001

Location: New Zealand

Posts: 1

Multi Skilling Agents

Does anyone have any business cases/research on moving from a specialised approach to call servicing to a multi skilled frame work, within a financial services environment.

I have a team of specialists that need to be integrated back into a larger Contact Centre environment and I would like to investigate the possibility of moving some of there service orientated tasks over to multi skilled agents.

Any information on implementaing and managing this sort of approach would be a great help.

regards

Matt

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