Swarming improves our ability to create relevant skills. Skills development enables an increase in:
- Customer loyalty
- Employee loyalty
- Operational efficiency
The tiered support model of the past 35 years is giving way to a new structure and process: a better way to align people with work.
Intelligent swarming is a collaboration-based model that seeks to get the person, or people, most likely to be able to solve an issue working on that issue on the first touch.
The benefits of collaboration are well understood by support staff; they do it quite naturally. In fact, they often collaborate in spite of the traditional tiered support model and escalation processes that we have imposed on them. What if we created processes and structures that enabled collaboration? Early adopters of swarming are reporting compelling benefits including faster skills development, improved employee morale, and increased customer satisfaction.
Intelligent Swarming is not a new topic for the Consortium for Service Innovation. But in the past few years, a handful of member companies have implemented the swarming concepts with great success, albeit in very different ways.
This one-day Intelligent Swarming Insights workshop provides:
- An explanation of the principles
- A summary of case studies, benefits and lessons learned from the early adopters
- Details on the qualification criteria: swarming is not for everybody
- Insight to the critical key enablers
- Seven scenarios to consider in designing the process
- Tool functionality and integration requirements
Note: to be invoiced for this workshop, please email Jill DeGraff.