Quality & Customer Experience Modules

Understand key models, theories and tools to simplify your processes and ways of working. Consider the opportunity to improve by applying CI principles to how you plan, schedule and manage resources.

Published on 13 November 2020

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