The Association for Technical Support Professionals

An efficient support center is good for business. We help you better connect with customers by providing career development that leads to success. That's why HDI is the association where technical support professionals belong.

Member Discussions

From : Communities>>Ask Your Network
What do you use other than the Erlang C tool to calculate Service Desk staffing needs?   In today's world where many contact channels other than just phone are used (email, self-service, chat, etc.) the Erlang C doesn't seem to cover the bases.  Also, one of my big issues is how to staff for the number of hours we are required to cover. ------------------------------ Vicki Becker Service Desk Manager Motorists Insurance Group/Brickstreet Mutual Insurance DeWitt IA ------------------------------

From : Communities>>Ask Your Network
Here is an article that summarizes the phone issues quite well   " robocalls explained "   Thanks all for your  responses.     ------------------------------ Charlie Kulins Manager Customer Services Adelphi University Garden City NY ------------------------------

From : Communities>>Ask Your Network
​ Thanks all!  I appreciate the responses.  Looks like there are not a lot of variety out there.  Plantronics and Jabra being the favorites. David, thanks for the battery idea.  I've actually just ordered a couple of those as add-ons for my 740 Savi's.  At the least my heavy talkers (an those who forget to charge during lunches or overnight) can have a hot spare battery! Brian ------------------------------ Brian Donahue Help Desk Supervisor Moffitt Cancer Center Tampa FL ----------------------- [More]

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