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Conference Presentation

Panel | Collaborative Swarming, An Industry Perspective

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For as long as anyone can remember, organizing customer support around “tiered” models has been the default organizational construct in the technology industry. In fact, 7 in 10 support organizations still utilize tiered support models. Unfortunately, these models result in lower employee satisfaction, higher employee attrition, lower contract renewal rates, and lower gross margins than single tier, collaborative, swarm-based support. So, why aren’t more organizations making the move to collaborative swarming?

Presented By:

Vele Galovski

VP, Support and Field Services Research, TSIA

Marlene Summers

VP, Salesforce

Francoise Tourniaire

Owner, Principal, FT Works

Publish Date: October 19, 2021

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