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Maximize workforce potential with multi-skilling
A proactive, insight-based solution for enhanced capacity planning and empowering your workforce with flexibility & efficiency.
Explore the transformative power of multi-skilling with Cinareo.
In today’s dynamic contact center environment, balancing workloads across multiple channels and skill sets is critical to delivering exceptional customer experiences. Cinareo’s multi-skilling solution is designed to help organizations maximize employee potential while optimizing operational efficiency.
How it works
Cinareo’s multi-skilling solution helps contact centers calculate the optimal mix of single- and multi-skilled agents to meet their capacity, productivity, and cost goals. With our user-friendly interface:
Group multiple queues together using drag-and-drop functionality.
Run simulations to evaluate staffing requirements down to 15-minute intervals.
Compare single-skilling and multi-skilling outputs to identify staffing differences and training costs.
Discover the benefits of multi-skilling with Cinareo
Improved resource utilization
Optimize agent workloads, reduce idle time and ensure efficient use of resources.
Enhanced customer experience
Boost first-contact resolution rates and minimize call transfers by equipping agents with diverse skills.
Agility and flexibility
Quickly adapt to demand surges, such as seasonal spikes, without need for significant staffing changes.
Cost efficiency
Lower training and staffing costs by reducing the reliance on specialized roles.
