A system and method are disclosed for recommending a resource to a customer service representative that includes one or more databases that store data describing electronic communication between one or more customer system communication devices and one or more service center communication devices. Embodiments further include a computer coupled with one or more databases and configured to monitor communication activity to determine whether a customer service ticket has been opened between one or more customer system communication devices and one or more service center communication devices and determine a customer service representative score based on one or more customer service representative ranking factors.