Seach this site

SIO: Enabling Support Agents to Cost-Effectively Provide Excellent “Level 1-Plus” Support

Support Interaction Optimization (SIO) enables a new and productive support level:"Level 1-Plus"
Frost & Sullivan Principal Analyst Nancy Jamison made a powerful case for Support Interaction Optimization (SIO) in her recent blog, which references a white paper published on th… http://digitaltransformation.frost.com/expert-insights/viewpoints/sio-enabling-support-agents-cost-effectively-provide-excellent-level-1-plus-support/