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. And, 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 Intelligent Swarming are reporting compelling benefits including faster skills development, improved employee morale, and increased customer satisfaction.
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
Sample Agenda
| Topic | Outcome |
| Welcome & Introductions | Set the context for the workshop, get to know who is in the room |
| Intelligent Swarming Overview | Understanding of Intelligent Swarming principles, process and benefits |
| Break | |
| Is Intelligent Swarming Right for Your Organization? | Identify the key factors that indicate relevance: complexity, severity, new vs known ratio |
| Who Else Is Doing It? Case Studies. | Insight to early adopters’ experience |
| Lunch | |
| Critical Enablers | Understand the key dependencies for success |
| Organizational Assessment | How to assess your organization, where are they are with respect to the critical enablers? |
| Break | |
| Adoption Considerations | Ideas on how and where to get started |
| Adjourn |
Visit Upcoming Workshops & Events for upcoming Intelligent Swarming Insights Workshops, or contact KCS Certified Trainers for more information.