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Topic outline

  • Course Overview

    In this module we focus on multi-skill systems. We learn how to make service-level predictions using simulation and how to use it to solve the different planning problems that exist in multi-skill call centers.
    • Required Previous Knowledge

      Required knowledge to fully understand this module is knowledge about variability, arrival processes, customer behaviour and single-skill systems, all at practitioner level.

      You can test this knowledge in the following quiz. You have to pass this quiz in order to continue with the rest of this course.

    • Introduction

      Restricted Not available unless: The activity Previous Knowledge Quiz is marked complete

      In this section, we discuss the effects of scale, why not all agents should be multi-skilled and which other advantages of multi-skilled flexibility there are. We also look at why simulation is used, and which problems these simulations introduce.

    • Simulation

      Restricted Not available unless: The activity Introduction Quiz is marked complete

      In this section we will look into single-skill simulation in more detail.

    • Skill-Based Routing

      Restricted Not available unless: The activity Simulation quiz is marked complete

      In this section we will look at multi-skill routing for 2-skill simulations

    • Safety Staffing

      Restricted Not available unless: The activity Multi-Skill routing quiz is marked complete

      In this section we look into staffing problems that arise when using the 2-skill simulator.

    • Simulation Tools

      Restricted Not available unless: The activity Safety Staffing Quiz is marked complete

      In this next section we will start using the long-term 2-skill and multi-skill Excel simulators. In the next clip we will show their functionality. You will be able to download the simulator below. Follow the registration instructions and use them for the next assignment.

    • Multi-Skill Shift Scheduling

      Restricted Not available unless: The activity Tools quiz is marked complete

      In this section we look at how the intra-day simulator can be used for multi-skill scheduling.

    • Final Assignment

      Restricted Not available unless: The activity Tools quiz is marked complete

      Good luck on this final assignment!

    • Feedback and Certificate

      Before you move on to the next course, we would like to hear your feedback on this one.

      To obtain the Certificate of Completion your average grade of all topics should be higher than 80%. You can retry every single topic as much as you would like. There is no limit in time or number of tries.