Poor Outcomes for Tiered Support

I’ve long been a fan of alternatives to tiered support — and TSIA just released a survey that tiered support is not so great on the employee side:

  • attrition is significantly higher for tiered support (19% vs. 11%)
  • employee satisfaction is lower (77% vs. 86%).

If you’d like a refresher on case management models, my colleague Jim Hendrickson has a nice, concise description on his Tech Support Management website.