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On Demand Webinar

Overcoming Challenges to Single-Tier Support with Intelligent Case Swarming

The benefits to moving to a single-tier support model with a swarming model attached are significant. Single-tier models with adjacent swarming initiatives can speed up the onboarding process, reduce mean time to case resolution, and drive higher employee and customer satisfaction metrics. In today’s volatile economy, reducing onboarding and extending agent tenures can accrue significant financial benefits in addition to potential improvements in customer retention metrics.

Despite these potential benefits, only 30% of TSIA members have moved to collaborative support, with many companies unsure how to get started from both a technology AND change management perspective.

In this webinar, we will discuss practical steps your support team can take to ensure a smooth transition to this new model. Hear from Patrick Martin, Vice President of Technical Support at Coveo, how his team successfully transformed to include intelligent swarming inside their single-tier support organization. Patrick will be joined by Martin Schneider, Chief Evangelist and Head of Solutions Marketing at SupportLogic, who will share how AI-powered support experience technology can help smooth the journey.

In this informative session we will discuss:

  • Overcoming legacy attitudes and process to single-tier/swarming models.
  • How to sell the value of single-tier internally.
  • How modern technology can support the transition.
  • Best practices for a smooth project rollout.
  • What a successful swarming initiative looks like in practice.

Don’t miss this opportunity to glean some real-world insights from a successful swarming initiative!


Presented By:

John Ragsdale

Distinguished Researcher, VP, Technology Ecosystems, TSIA

Martin Schneider

Chief Evangelist and Head of Solutions Marketing, SupportLogic

Patrick Martin

VP, Technical Support, Coveo

Publish Date: August 9, 2022