ef2b3a99_With_The_New___Forrester_Blogs__Commentary
[Out with the old . . .] Heavily structured, tiered support models [. . . and in with the new] Swarming models [Commentary] 
Swarming brings the right skill sets together to quickly resolve customer issues.
Customer Service: Out With The Old . . . And In With The New | Forrester Blogs
Commentary