#HDIchat Recap: Skills-Based Routing or Intelligent Swarming?


by Roy Atkinson
October 18, 2016

In last week’s #HDIchat, we defined skill-based routing and intelligent swarming. When might skill-based routing be the best option? What is the effect of swarming on morale and negative attrition? Is swarming suitable for every environment or for every call?

Read the recap for ideas from last week's chat, and then keep the conversation going on HDIConnect!

Join us again this Friday, October 21, for our next #HDIchat (topic: your favorite metrics)!  



Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. Roy is a member of the HDI International Certification Standards Committee and a former facilitator of the HDI Desktop Support Advisory Board, as well as cohost of the very popular #custserv (customer service) chat on Twitter. Roy's a certified HDI Support Center Manager, and he studied advanced management strategy at Tulane University’s Freeman Graduate School of Business. Find him on Twitter @HDI_Analyst.


Tag(s): hdichat, supportworld, knowledge management, KM

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