I’ve been in support for more than 20 years and I can tell you one thing — the need for collaboration among peers to resolve difficult issues has been omnipresent, to this very day.
For as long as I can remember, the support services industry has been attempting to crack this nut in many different ways: tiered support models, collaboration forums, and follow the sun collaboration are but some examples of how we have tried addressing this over time.
Today these models are still being used. But there’s a new collaboration model on the block — and I think this one has staying power. Let me explain.
Evolution of Support Services Collaboration
I was faced with solving this collaboration (or lack thereof) back in 2007. The support team I was leading was growing rapidly into a global organization, while the most senior knowledgeable resources were situated in the original location. The remote teams were struggling to build knowledge and expertise and
Leave a Reply