Forum Discussion
trying to get beyond tier 1 support seems pretty impossible
They got rid of Tier 2. Or at least outsourced it. Anyway, try asking for Customer Advocacy Group(CAG) instead. I hear they are a little better then Tier 1.However, for proper escalation to maintenance, a in-house technician is usually required.
Tier 2 is NOW, (CAG). We weren't outsourced, they moved us into CAG and we became a single escalation point for all escalations. I would have preferred to remain Data Tier 2, since it allowed us to specialize in a specific field, and I felt it gave people a better experience, but, Cox wanted to combine so that you have a person who handled everything, but specialized in nothing.
- WiderMouthOpen2 years agoEsteemed Contributor
Thanks. Good to know. Something similar happened when I worked in Cox Business Tier 2(AKA NSC). Basically it was cheaper to get rid of local Tier 1 and make us(Tier 2) act as Tier 1.
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