The current bleak economic landscape offers proof of what has long been suggested here: there is no future in tech support. There is, however, a very bright potential for the profession of managing customer relationships. It's time to acknowledge the difference between layoffs and leadership, to explore the architecture of what comes before management: the design and development of what might be called "product as a relationship."
What is the sound of no customers calling? Mikael's koan for the Customer Contact Center poses a challenge and offers an opportunity to CXO's and all levels of the support center management. But until you're ready to contribute to the visionary conversation, you're part of the problem.