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Topic outline

  • Course Overview

    In this module we focus on non—inbound and multi-channel blended systems.

    We learn how to make service-level predictions for various types of channels and how to use it to solve the different planning problems that exist in multi-channel call centers.

    • 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

      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.