Conference Presentation

Panel - What's the Buzz about Swarming?

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Since the early days of the industry, most Support organizations have existed in the traditional tiered or escalation model of support. This model has led to significant customer, employee and business frustration. Support organizations in the traditional tiered model often struggle with the impact of lost customers, low customer satisfaction, increased employee attrition and decreasing customer loyalty numbers. These support organizations find that high amounts of time and money are being spent on training new employees, tools, and employee replacement due to attrition. Join this industry panel discussion to hear what the shift to Collaborative Support/Swarming has done for their companies. We will share metrics, best practices, and tips and tricks to enable you to return to the office and shift your Support culture to one of true collaboration. Audience Q&A will occur, so please come prepared with your questions.

Presented By:

Judith Platz

VP, Support Services Research, TSIA

Publish Date: October 17, 2018

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Peg Rodarmel, SVP, Subscription Services, Infor

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