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Multi-skilling: understanding complexity in a multi-channel world!

Published on 27 April 2019

Multi-skilling: understanding complexity in a multi-channel world!

Multi-skilling provides a great opportunity for efficiency savings, customer service improvements and adding variety and ownership for advisors. It also adds layers of complexity which can be difficult to understand and plan for accurately. 

What will work?

How do you assess an individual’s ability to handle a range of enquiries? Or compare their level of expertise and quality to another? This is important in low volume skill groups, supporting economy of scale. Yet too many layers of complexity will result in configuration that no one understands. Then you will struggle to accurately model a future scenario or truly understand on-theday performance. Beware, if there’s no effective skills matrix or shifts don’t take account of skills mix or competency level. Read the full article.

First Published in the 2019 Best Practice Guide

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Author: Leanne McNamee

Categories: Library, Planning & Resourcing

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