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  • What’s swarming and why is it different from collaboration?
  • What are the benefits of swarming and collaboration?
  • Under what circumstances should I choose a swarming model?
  • How do I design an effective swarming model?
  • How do I implement a switch to a swarming model?
  • What’s the relationship between swarming and knowledge management?
  • What performance management criteria can I use with a swarming model?

About the Instructor

Francoise Tourniaire is a well-known Support Consultant. She has over 30 years’ experience in post-sales support in the high-tech industry. In 1998, she founded FT Works, a consulting firm that helps technology companies improve their customer success and support operations.

She is the author of The Art of Support, Just Enough CRM, Collective Wisdom: Transforming Support through Knowledge, and Selling Value.



Price $800 per person for non-members, ASP Individual Members pay $700, ASP Corporate Members & & TSANet Members  pay $600.