What is cross-trained employee in SAP CRM-RPL-ICS - Interaction Center Agent Scheduling?

SAP Term: cross-trained employee

• Component: CRM-RPL-ICS

• Component Name: Interaction Center Agent Scheduling

• Description: An employee who is able to perform tasks within more than one work area. A cross-trained employee could be, for example, an agent trained able to be in both the work areas Billing and Supervisor.

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• Key Concepts: 
  A cross-trained employee is an employee who has been trained in multiple areas of a business. In the context of SAP CRM-RPL-ICS Interaction Center Agent Scheduling, this means an employee who has been trained to handle multiple types of customer interactions, such as phone calls, emails, and chat sessions. 
  
  How to use it: 
  Cross-trained employees can be used to increase the efficiency of customer service operations. By having employees who are trained in multiple areas, businesses can ensure that customer interactions are handled quickly and effectively. Additionally, cross-trained employees can help reduce the amount of time spent on training new employees. 
  
  Tips & Tricks: 
  When training cross-trained employees, it is important to focus on the skills that are most important for the job. For example, if an employee is being trained to handle phone calls, they should be given more training in communication and customer service skills than in technical skills. Additionally, it is important to ensure that cross-trained employees have a good understanding of the company’s policies and procedures. 
  
  Related Information: 
  Cross-trained employees can also be used to increase the flexibility of customer service operations. By having employees who are trained in multiple areas, businesses can quickly adjust their staffing levels to meet customer demand. Additionally, cross-trained employees can help reduce the amount of time spent on training new employees.