OK, maybe I’m extrapolating a little with that headline. But it is nice to see that Dell is looking at going to a team system for improved customer service. We made that move five years ago, and our customers love it. Check out this article from Service Untitled, which is a great site for all things related to customer service.
"Dell is considering a team based structure (similar to the ones employed at PrintingForLess.com and Rackspace). They want it so that a customer can deal with the same group of people instead of a whole bunch of relatively random call center agents. This, to me, was the biggest piece of news and quite interesting."