A Professional and Personal blog exploring Web Trends, Technology, and Strategy within the Service & Support and I.T Industries.
Wednesday, June 4, 2008
Online Communities & Economies of Scale
Here is an excellent article that discusses how Online Communities can be leveraged to create economies of scale and benefit your support business. The article reviews proven business cases where resources were re-allocated from Phone Support Personell to web support moderators, and it created efficiency within the support organization.