By: Greg Oxton – Consortium for Service Innovation
Shift happens – the business of customer support has shifted from a direct support model, where support centers are the primary point of interaction for customer, to an indirect support model, where web-based self service, online communities and support automation are the primary points of interaction. What does the leadership model look like to ensure service excellence in an indirect support model? It is clear that the traditional hierarchical, escalation based, command and control approach does not work. In this session we will explore the emerging leadership principles for the support as a network.