2025 Best Practice Guide
Raising Standards

Virtual Network Groups

Published on 21 July 2021

Operating Models, Routing Strategies And Skill Design - Module 1

Module 1 - An introduction to call routing strategies and how they support different operating models and the benefits and pitfalls for each approach.       
 - Issues encountered when planning for Multiskilled environments
 - Understanding the purpose of multiskilling in your organisation
 - Balancing different perspectives


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