Impactful Professional Modules

Learn how to act like the professional you are and develop key influencing and communication skills, with the confidence to move you from job to career.

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