MI & Insight Modules

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Operating models, routing strategies and skill design - Module 1

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

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