The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
Underneath the brave new world of SaaS / On Demand, there lurks an ugly little secret. Nothing has changed for the customer calling the customer support contact center, or for the rep that answers the call. The traditional perception of Support as being about Break/Fix still rules. The quality of support hasn't improved -- and it never will until the old Break/Fix model is completely replaced.

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