Future Support Structures to Meet Changing Customer Needs
By Matt Kochan, Chief Operating Officer, Stream

Customer support needs in today’s market change almost as rapidly as the technology for which customers seek support. As a contact center manager, you need to know how to prepare your support organization to meet customer needs before they become demands. What exactly does that mean? It means embracing FIFO: Fast, Innovative Flexible, and Open. It really means changing the way you think about your support center – how it’s structured, what model it’s based on, how large or small it is, learning from other industries, and the tools and technology you REALLY need to deliver an exceptional experience for every customer contact.