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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.tsia.com/blog/escalation-vs-collaboration-support-models-which-is-right-for-you
Oct 13, 2014 · In my on-demand webinar, “Support Levels: To Tier or Not To Tier,” I talk about the two main customer support models that support organizations are currently utilizing to improve the customer experience and help drive customer success: the tiered, or “escalation” support model and the non-tiered collaborative "swarming" support model. I ...Author: Judith Platz
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.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://en.wikipedia.org/wiki/Technical_support
Technical support (often shortened to tech support) refers to services that entities provide to users of technology products or services. In general, technical support provide help regarding specific problems with a product or service, rather than providing training, provision or customization of product, or other support services.
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