Customers are more and more frustrated with the level of service they experience these days, due to long hold times, repeating issues multiple times to different agents, and having to contact a company over and over for the same reason.

Historically, customer support departments have used a “Tiered” or “Level” model of support with an average of 3-5 levels. These tiers are based on both the level of complexity and the skill level of the agent. 

Unfortunately this structure is very limiting (and frustrating) for both the support agent AND the customer. 

What You Will Learn:

• Why a tiered model is bad for the agent
• How agents learn more and become more valuable in a non-tiered system
• Why a tiered model promotes poor customer service
• The new support model - Collaboration