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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.

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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.

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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:

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Group multiple queues together using drag-and-drop functionality.​​

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​Run simulations to evaluate staffing requirements down to 15-minute intervals.​​​​

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​​Compare single-skilling and multi-skilling outputs to identify staffing differences and training costs.

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Discover the benefits of multi-skilling with Cinareo
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Improved resource utilization

Optimize agent workloads, reduce idle time and ensure efficient use of resources.

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Enhanced customer experience

Boost first-contact resolution rates and minimize call transfers by equipping agents with diverse skills.

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​​Agility and flexibility

Quickly adapt to demand surges, such as seasonal spikes, without need for significant staffing changes.

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​​Cost efficiency

Lower training and staffing costs by reducing the reliance on specialized roles.

​Discover how Cinareo’s multi-skilling capabilities can transform your contact center operations.

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