2
Reactive
Proactive
Customer-Centric
Business-Centric
Reactive Support Model
Characteristics: Labor driven Hours 8am-5pm Can be chaotic Dispatch focus Generalists Simple telephony Little measurement
Proactive Support Model
Reactive
Proactive
Customer-Centric
Business-CentricCharacteristics: Call tracking Extended hours Best practices Basic SLA’s Knowledge systems Self-help Surveys Asset management Support center metrics
Customer-Centric Support Model
Reactive
Proactive
Customer-Centric
Business-CentricCharacteristics: Quality focus SPOC Complex SLA’s 24x7 – follow the sun Multi-channel support Self-service Workload planning Costing/chargeback Partners with customers and vendors Measures support performance
Business-Centric Support Model
Reactive
Proactive
Customer-Centric
Business-CentricCharacteristics: Vision alignment Value integration “Seat at the Table” Fully automated
Problem Solved!
• Immediate attention to help resolve technical problems
• Increase Operational Efficiency
• Reduce your IT spending
• Increase staff productivity
• Reduce system downtime
![Java High Performance Reactive Programmingiproduct.org/.../04/IPT_Reactive_Programming_Java.pdf · Reactive Programming. Functional Programing Reactive Programming [Wikipedia]: a](https://static.documents.pub/doc/80x56/5ec60814df097e0643499b13/java-high-performance-reactive-reactive-programming-functional-programing-reactive.jpg)
