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https://www.ftworks.com/tag/staffing-models/
Staffing Models for Customer Success. Let me let you in on a secret: customer success staffing models are easy! Really, at least compared to support staffing models…
https://www.thinkhdi.com/library/supportworld/2017/evaluating-technical-support-models-tiered-support-vs-swarming-part-2.aspx
Paul examines the challenges of a tiered support model in Evaluating Technical Support Models: Tiered Support vs. Swarming, Part 1. In order to do this, silos that are characteristic of most IT organizations have to be bridged. The resources most able to address the issues must have visibility to these issues.
https://www.thinkhdi.com/library/supportworld/2017/evaluating-technical-support-models-tiered-support-vs-swarming-part-1.aspx
Evaluating Technical Support Models: Tiered Support vs. Swarming, Part 1. by Paul Dooley July 20, 2017 Today more than ever, businesses of all types are dependent on technology to reach their business outcomes, whether it’s a manufacturing company producing automobiles, a hospital caring for patients, or a restaurant serving food to a couple ...
https://www.wired.com/insights/2013/04/tiered-customer-support-is-dead-and-why-thats-good-for-business/
Tiered Customer Support is Dead (And Why That’s Good for Business) Image: Dell's Official Flickr Page/Flickr. ... There are a large number of issues with this approach to technical support, and ...
https://www.clientsuccess.com/blog/create-customer-success-staffing-model/
Mar 08, 2017 · Creating a Customer Success Staffing Model: A Conversation With Francoise Tourniaire “Customer Success” as a phrase is a relatively modern concept, according to Francoise Tourniaire, Founder, FT Works.She explained that many who have been in the field for a long time smile when they hear the phrase “Customer Success” because the concept has existed for decades, under other names.
https://www.beyondtrust.com/assets/documents/HDI_2013_Research_Corner_Staffing_Desktop_Support.pdf
the 2012 HDI Desktop Support Practices & Salary Report and leverage that information to offer a possible starting point for making sound staffing decisions for desktop support. (For the purposes of this brief, desktop support is defined as the technical support level beyond the service desk.)
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