Many contact centers have a dedicated team to manage the service level. They also have a "transition team" that acts as an incubator for new hires after training. The ratio of supervisors to agents in transition teams is much lower than that of other teams. Other contact centers have internal help desks to assist agents with questions and escalated calls. Centers also use advisory councils comprised of customers and/or employees-all decisions that impact one group or the other are first run by the council for input. Agents are asked to become subject matter experts for the rest of the team and their research is presented at team meetings. Whether or not you invest in any of these "special" functions is determined by the uniqueness of your organization (size, financial considerations, strategy, etc.).