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When looking at legacy support systems consisting of horizontal tiers (1-4) it can be easy to see how these systems were adequate in the...

How your organization solves problems should be a fluid concept and ever evolving. As new ideas / processes and technology emerge, they...

Every company has subject matter experts who can fix problems in a short amount of time. While these people can feel like a great asset...

Traditionally metrics in customer care and engineering based teams have revolved around the performance of those teams internally. These...