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Topic outline

  • General Information

    Before attempting quizzes and assignments, please first watch the video clip. Sometimes, you may need to go over the video multiple times to understand all details. The courses are designed in a specific order. We recommended you follow it in that order.

    At the end of the course, a certificate will automatically be generated. Good luck and enjoy your course!

    • Prerequisite Knowledge

      Required knowledge to fully understand this module is knowledge from the courses variability, arrival processes, customer behaviour and single-skill systems.

      You can test some of this knowledge in the following quiz.

    • Introduction

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

      In this section we take a look at the fundamentals of multi-channel systems. What are they and what do we use them for.

    • Safety staffing for non-synchronous channels and chat

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

      In this section we take a look at how we approach safety staffing for non-synchronous channels like chat and e-mail. How can we model these and what are the problems that we run into when trying to pick staffing levels?

    • Blending

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

      In this section we take a look at blending. When we apply blending, this means a single agent can handle multiple workflows at the same time. How efficient is blending and how can we model this in a call center setting?

    • Multi-channel shift scheduling

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

      In this final section we take a look at how we can schedule multi-channel shifts using Excel.

    • Feedback and Certificate

      To obtain this Certificate of Completion you must score 60% or higher on every assignment and quiz. The final assignment must be 80% or higher. You can retry every single topic as much as you would like. There is no limit in time or number of tries.
      Before you move on to the next course, please give us feedback on this course!