Understanding Zendesk Suite Staffing Models
What are the different staffing models for Zendesk Suite?
Zendesk Suite offers two primary staffing models: the dedicated staffing model and the shared staffing model.
In the dedicated staffing model, agents focus on a single channel, such as phone support, throughout their shift. This allows them to develop expertise in that channel, making it ideal for organizations with more than 10 agents. However, it may limit their understanding of complex customer issues that span multiple channels.
The shared staffing model, on the other hand, requires agents to switch between channels based on demand. This model maximizes agent productivity but requires thorough training to ensure agents can handle multiple channels effectively.
For more details, you can refer to the originalZendesk help article.
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