Thought Leadership
How to Decide Whether Elastic Support Complements Your Existing Model
Feb 18, 2026
Elastic Support is not a replacement for core teams. Gartner emphasizes that hybrid delivery models outperform single-structure approaches in volatile environments.
This blog helps leaders evaluate whether elasticity complements their current setup.
Common challenges explored:
Fixed staffing assumptions
Difficulty absorbing variability
Cost and quality trade-offs
Supporting research:
Gartner, Hybrid Customer Service Delivery Models
https://www.gartner.com/en/customer-service-support
Recommended tool: Elastic Support Model Self-Assessment