Contact Center Glossary

Multi-Skilled Agent

What is a Multi-Skilled Agent?

A multi-skilled agent is a call center representative trained to handle various tasks across different channels, departments, or service types. These agents can manage both technical and non-technical calls, as well as interact via phone, chat, email, or social media.

Why Multi-Skilled Agents Are Valuable

– Increase operational flexibility and reduce idle time
– Allow better coverage during staffing shortages
– Improve first contact resolution by enabling agents to resolve more issues without transfers
– Create more engaging roles that reduce turnover

Types of Multi-Skilling Strategies

Channel-Based

Agents are trained to support multiple communication channels (voice, email, chat).

Task-Based

Agents handle both support and sales inquiries, or multiple support tiers.

Cross-Departmental

Agents float between departments based on demand or expertise.

Best Practices for Managing Multi-Skilled Agents

– Provide structured cross-training and certifications
– Use skills-based routing to ensure task alignment
– Track performance by skill group
– Rotate roles to avoid burnout

Related Topics for Further Reading

– Blended Agent
– Omnichannel Support
– Schedule Adherence
– Workforce Management
– Call Routing

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