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Apr 01, 2013 · Ok, so technical support seems to be viewed as insular from traditional customer service, and as a result, everyone’s overlooking my customer service analyses and advice while searching for the same advice, applied to technical support. Doggone it, I guess I have to actually talk about technical support best practices on their own terms then, to...
Evaluating Technical Support Models: Tiered Support vs. Swarming, Part 1. ... It absolutely makes good business sense to use proven IT best-practices such as ITIL, for general guidance. It’s also important that IT service providers recognize that ITIL is intended to be …
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