Support Center University
Training & Management Consulting Services
About Dave Brown
Improving Support Centers
Improved Case Resolution
Support Center Assessment
Articles & Papers
Benchmarking & Metrics
FCR & Resolution Mgmt.
Expert Alliance Partner
Challenges and Techniques
The Hidden Cost of Multitasking in the Support Center.
Efficiency Secret Revealed
How Many Analysts Do I Need?
Determining the right level of staffing in a complex support environment.
How skill-based routing (SBR) can be applied to different situations. (The three 'levels' of SBR are discussed).
Virtual or Physical?
Pros and cons of setting up a physically separate area for receipt of inbound calls.
Challenges with using 'Erlang C' or other staffing formulas.
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