How can one build a compelling business case in regards to multi-skilling and cross-utilization?
I am interested in best market practice or succesful implementations of those concepts, especially for financial/banking industry back-office operations (underwriting, loan administration, payments & transfers, trade operations, compliance etc.), but also for call centers (if case).
My main focus is on what are the usual benefits and how do we quantify them? Such as increase in productivity or efficiency, minimize the gaps between demand and suplly, increased service levels (hence higher customer satisfaction), cost saving/avoidance or other.