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?