How did the model for a support center change in the late 1990s?

The model for a support center underwent significant transformation in the late 1990s, primarily shifting from a reactive "back office" operation to a proactive model. This change was driven by the growing recognition of the importance of customer service in the technology sector.

In a reactive model, support centers focused largely on addressing issues as they arose, often resulting in delayed responses and customer dissatisfaction. As the needs of businesses and their customers evolved, support centers began to embrace a proactive approach. This meant they anticipated potential issues, engaged in preventative measures, and actively sought to improve customer experiences before problems escalated.

The proactive model encompassed not only better incident management but also an emphasis on support and customer engagement, leading to more efficient operations. This shift positioned support centers as integral components of business success, fostering stronger relationships with customers and enhancing overall service delivery.

While the other options describe various transitions that occurred within organizations around the same period—such as adopting ITIL frameworks, centralizing functions, or shifting focus benefits—all these developments were subsets of the broader move toward proactive service models that prioritized customer needs.