You must not visit the ahem...developing neighborhoods. ATM's spitting out $5's are common here. Just think of the spread... a $2 access fee on top of your $5 withdrawal. It makes merchants drool.
Also working for a large national bank, it's standard OP for some of our positions as well. Let's say your a Private Banker or Securities Broker with a clientele built up. Even if you have no intention of doing anything malicious you are still a risk to the bank. In conversation with your clients you may mention off-hand that you are leaving the company. You may be working a customer issue requiring follow-up and you'll have to let your client know that starting next week their contact on this issue will be someone else. Even though you have the honest intentions of making a seamless transition and tying up loose ends, you might just take some of our business out the door with you, even unintentionally.
Risk mitigation isn't just about reducing malicious losses, its about protecting future business. As noble as your intentions might be, you become a risk to future business as soon as you change your voicemail message indicating there is a new contact for your customers due to you leaving the company.
I'm actually speaking from a bank perspective. I work at one of the nation's larger banks. I can tell you VISA takes their consumers and brand very seriously. We actually have a team dedicated to investigating these claims. A call to our 800 number would generate an investigation and based on it's merit it would be turned over to VISA. Your mileage might vary, especially with smaller banks, but I'd recommend anyone who encounters an issue like you mentioned to make sure it's reported.
It's also standard in Visa's contracts that you can't set a minimum purchase price either. The only things merchant can do is choose to accept Visa Debit cards, Visa Credit Cards, or both. The merchants signage must clearly indicate what they are accepting. (The standard VISA logo means both) As mentioned above, a quick call to your bank or Visa will cause almost immeadiate suspension or termination of the merchants account.
As unpopular as it might be, with your merchant agreeing to VISA's terms and conditions you are required to. I know of many merchants who have been in hot water with VISA for failing mystery shopper spot checks.
I disagree. As a tech manager who primarily hires entry level CS graduates I find the largest problem I face is the unrealistic expectations of today's graduates. Most candidates that come across my desk have no real world experience yet have salary expectations that are through the roof. After 4 years of college they don't seem to have the patience to get their foot in the door, work on some lower level projects, and develop the skills to move on to the career and projects they feel they deserve the moment they step off campus. I know I'm generalizing here but the sense of entitlement in candidates coming across my desk astounds me. Your 4 year degree is your ticket that gets you into the game and onto the team, it doesn't catapault you into your dream job on day 1. I see a CS degree as a good foundation to build on throughout your career not a hurdle to pass on the way to your working life.
Having supervised call centers for pretty much most of my professional (sad?) career I can definitely say it is possible to monitor callers on hold.
I'm familiar with both Avaya and Aspect ACD systems. Both feature the ability to monitor the "trunk" or the "agent". When you are monitoring the trunk you are tapped into the inbound line as if you are a customer. If the csr puts you on hold, you hear hold music. You experience everything from the customer's point of view. That INCLUDES hearing everything that goes on while the customer is on hold. I've heard plents of fights, toilet flushes, etc.
Agent monitoring is different. You are tapped in to the agent's end of the phone. This means you DO NOT hear the customer that is on hold, but you do hear everything that goes through the CSR's microphone (whether or not they are on a call).
In all of the companies I've worked, the quality monitoring was *never* more sophisticated that a radio shack phone splitter with one end going to a handset and the other end going to a cassette recorder.
I was working on a VoDSL product based on the HomeRF protocol a while back during the whole dot.com thing. The protocol worked rather well for this sort of thing. The protocol knew o turn down other traffic when it saw a becaon for voice data. Too bad it didn't catch on and we're trying to bolt QOS over into the 802.11 world.
This is seriously disturbing. As a JA volunteer myself I haven't seen this material made available here in MN. It must not be in all markets (either that or maybe our local organization has more sense than other regions). This would seem to be in direct conflict with the business ethics class we teach. I'm not volunteering my time to tote someone's agenda. I'm going to dig and see what the deal on this is....
VISI doesn't sell phone service directly, but you should check out Vonage.
True VoIP that you can use with any broadband provider. Works just like a regular phone and it's compatible with all your regular phone gear. http://www.vonage.com
Using speakeasy, vonage, and DirecTV I don't have to use Qwest or AT&T and thier ridiculous fee's, tarrif's and poor customer service. I pay less overall, and receive much higher quality services. This is the kind of competition I would like to see proliferate!
Well for me at least, living on the other side of the metro in Woodbury, line-sharing is a lifesaver.
Rather then putting up with Qwest DSL (yes I know they let me choose the ISP - but you still have to pay Qwest for the line) or AT&T, I ordered speakeasy.
I have static ip's, can run my own server, and I only pay speakeasy. Speakeasy is my end-to end connection.
Taking away linesharing would take this away. Sure I could go back to Qwest and Visi, but then I'm still stuck with Qwest's outages, and poor customer service on the plant side. Sure VISI is a great ISP, but who do you think they call for line trouble???
Taking away linesharing would suck...BAD. Just because it doesn't affect you doesn't mean its a good idea.
I worked for Ameritech during thier DSL "beta" period (which lasted almost 3 years). Our call center regularily read the Ameritech.dsl newsgroups and offered help to the beta customers. Our access to posting messages was soon cut off because help wasn't being sought through "official" channels. The company line was that they couldn't make accurate forcasts and measurements of support costs and needs unless offical avenues were used. Eventually our read-only access at the call center was removed as well. Apparently we weren't supposed to see he end-user reports of how much the service sucked and what kind of problems the field was really seeing, we were just supposed to follow the Ameritech support script right down to the letter when they called in.
I was politely pulled aside and told how short my career would be if I continued posting HELP to the newsgroups using my fictious Ameritech account. Nice huh? No wonder they're constantly being sued for poor customer service!
I think part of the reason Japan has had such rapid adoption of i-mode or 3G features is that most japanese face a long commute using mass tranit. Cramped in a small space you don't have much else to do. I-Mode is well suited to pass the time.
How many soccer moms in SUV's do you want playing Tetris on thier phone in moring rush hour?
I don't believe infrastructure is the sole reason for slow uptake.
I guess I should have been clearer. In retrospect it appears I am also using the "seperate but equal" argument as well, which I did not intend.
While I agree they can complain as much as they want, I don't feel this is something that (in a reasonable world) would be legally actionable.
The very nature of the interface is visual. While products are available that adapt this interace to other formats (sound), I don't think legislation is the answer. My main point of argument was that they have access to all of the same information through a number of interfaces all better suited to thier needs. Why mandate that all access methods must work in all situations?
I believe the ADA was intended in good faith, to prevent the exclusion of disabled people from public life. To ensure they are treated equally.
I very much believe in this scenario that nothing is preventing them from using SWA's services. They are just not able to use a particular interface to do business with them.
The example you are giving is of businesses refusing to serve blacks.
That is not the case here. I'm sure there are plenty of other ways for a blind person to do business with SouthWest. They could make a phone call to SWA, they could use a travel agent, etc.
I don't think mandating every access method be accesible to every minority is the answer. So long as there IS an access method available to you that provides the same information and services as the other available methods, I don't think you have a reason to complain.
"Why, for example, would midwesterners grasp technology so much better than northeasterners?"
I think it has more to do with the fact that all midwesterners share something of a common farming heritage. When tractors broke down or fences needed mending, the farmer would just have to fix it or develop a work-around. The wealthier people on either coast would just call triple-A. I think midwesterners have a more fix-it, self-taught attitude toward life whereas the coasts rely on others to educate them or do it for them.
Slashdot Mirror
Ah yes, what about v.terbo for those 19.2 modems? good times!
Chris
You must not visit the ahem...developing neighborhoods. ATM's spitting out $5's are common here. Just think of the spread... a $2 access fee on top of your $5 withdrawal. It makes merchants drool.
USBank does too, you can configure the "fast cash" button to whatever account, dollar amount, and receipt preference you choose.
Also working for a large national bank, it's standard OP for some of our positions as well. Let's say your a Private Banker or Securities Broker with a clientele built up. Even if you have no intention of doing anything malicious you are still a risk to the bank. In conversation with your clients you may mention off-hand that you are leaving the company. You may be working a customer issue requiring follow-up and you'll have to let your client know that starting next week their contact on this issue will be someone else. Even though you have the honest intentions of making a seamless transition and tying up loose ends, you might just take some of our business out the door with you, even unintentionally.
Risk mitigation isn't just about reducing malicious losses, its about protecting future business. As noble as your intentions might be, you become a risk to future business as soon as you change your voicemail message indicating there is a new contact for your customers due to you leaving the company.
I'm actually speaking from a bank perspective. I work at one of the nation's larger banks. I can tell you VISA takes their consumers and brand very seriously. We actually have a team dedicated to investigating these claims. A call to our 800 number would generate an investigation and based on it's merit it would be turned over to VISA. Your mileage might vary, especially with smaller banks, but I'd recommend anyone who encounters an issue like you mentioned to make sure it's reported.
It's also standard in Visa's contracts that you can't set a minimum purchase price either. The only things merchant can do is choose to accept Visa Debit cards, Visa Credit Cards, or both. The merchants signage must clearly indicate what they are accepting. (The standard VISA logo means both) As mentioned above, a quick call to your bank or Visa will cause almost immeadiate suspension or termination of the merchants account.
See Visa's own website, specifically the section regarding "Unsigned cards"
i sk_management/card_present.html
http://usa.visa.com/business/accepting_visa/ops_r
As unpopular as it might be, with your merchant agreeing to VISA's terms and conditions you are required to. I know of many merchants who have been in hot water with VISA for failing mystery shopper spot checks.
I've got the color/sound adbridged Super 8. Had no idea there was a b & w one too. Whats the running length?
I disagree. As a tech manager who primarily hires entry level CS graduates I find the largest problem I face is the unrealistic expectations of today's graduates. Most candidates that come across my desk have no real world experience yet have salary expectations that are through the roof. After 4 years of college they don't seem to have the patience to get their foot in the door, work on some lower level projects, and develop the skills to move on to the career and projects they feel they deserve the moment they step off campus. I know I'm generalizing here but the sense of entitlement in candidates coming across my desk astounds me. Your 4 year degree is your ticket that gets you into the game and onto the team, it doesn't catapault you into your dream job on day 1. I see a CS degree as a good foundation to build on throughout your career not a hurdle to pass on the way to your working life.
Having supervised call centers for pretty much most of my professional (sad?) career I can definitely say it is possible to monitor callers on hold.
I'm familiar with both Avaya and Aspect ACD systems. Both feature the ability to monitor the "trunk" or the "agent". When you are monitoring the trunk you are tapped into the inbound line as if you are a customer. If the csr puts you on hold, you hear hold music. You experience everything from the customer's point of view. That INCLUDES hearing everything that goes on while the customer is on hold. I've heard plents of fights, toilet flushes, etc.
Agent monitoring is different. You are tapped in to the agent's end of the phone. This means you DO NOT hear the customer that is on hold, but you do hear everything that goes through the CSR's microphone (whether or not they are on a call).
In all of the companies I've worked, the quality monitoring was *never* more sophisticated that a radio shack phone splitter with one end going to a handset and the other end going to a cassette recorder.
I was working on a VoDSL product based on the HomeRF protocol a while back during the whole dot.com thing. The protocol worked rather well for this sort of thing. The protocol knew o turn down other traffic when it saw a becaon for voice data. Too bad it didn't catch on and we're trying to bolt QOS over into the 802.11 world.
This is seriously disturbing. As a JA volunteer myself I haven't seen this material made available here in MN. It must not be in all markets (either that or maybe our local organization has more sense than other regions). This would seem to be in direct conflict with the business ethics class we teach. I'm not volunteering my time to tote someone's agenda. I'm going to dig and see what the deal on this is....
Thanks for the laugh... You made may day.
Well,
VISI doesn't sell phone service directly, but you should check out Vonage.
True VoIP that you can use with any broadband provider. Works just like a regular phone and it's compatible with all your regular phone gear. http://www.vonage.com
Using speakeasy, vonage, and DirecTV I don't have to use Qwest or AT&T and thier ridiculous fee's, tarrif's and poor customer service. I pay less overall, and receive much higher quality services. This is the kind of competition I would like to see proliferate!
rgbscan
Well for me at least, living on the other side of the metro in Woodbury, line-sharing is a lifesaver.
Rather then putting up with Qwest DSL (yes I know they let me choose the ISP - but you still have to pay Qwest for the line) or AT&T, I ordered speakeasy.
I have static ip's, can run my own server, and I only pay speakeasy. Speakeasy is my end-to end connection.
Taking away linesharing would take this away. Sure I could go back to Qwest and Visi, but then I'm still stuck with Qwest's outages, and poor customer service on the plant side. Sure VISI is a great ISP, but who do you think they call for line trouble???
Taking away linesharing would suck...BAD. Just because it doesn't affect you doesn't mean its a good idea.
rgbscan
I worked for Ameritech during thier DSL "beta" period (which lasted almost 3 years). Our call center regularily read the Ameritech.dsl newsgroups and offered help to the beta customers. Our access to posting messages was soon cut off because help wasn't being sought through "official" channels. The company line was that they couldn't make accurate forcasts and measurements of support costs and needs unless offical avenues were used. Eventually our read-only access at the call center was removed as well. Apparently we weren't supposed to see he end-user reports of how much the service sucked and what kind of problems the field was really seeing, we were just supposed to follow the Ameritech support script right down to the letter when they called in.
I was politely pulled aside and told how short my career would be if I continued posting HELP to the newsgroups using my fictious Ameritech account. Nice huh? No wonder they're constantly being sued for poor customer service!
I think part of the reason Japan has had such rapid adoption of i-mode or 3G features is that most japanese face a long commute using mass tranit. Cramped in a small space you don't have much else to do. I-Mode is well suited to pass the time.
How many soccer moms in SUV's do you want playing Tetris on thier phone in moring rush hour?
I don't believe infrastructure is the sole reason for slow uptake.
And further back as well...
/ 19 14221&mode=thread&tid=155
http://ask.slashdot.org/article.pl?sid=02/05/13
Chris
Actually, I agree with you :-)
There is no reason for the government to be stepping in at all on this.
I guess I should have been clearer. In retrospect it appears I am also using the "seperate but equal" argument as well, which I did not intend.
While I agree they can complain as much as they want, I don't feel this is something that (in a reasonable world) would be legally actionable.
The very nature of the interface is visual. While products are available that adapt this interace to other formats (sound), I don't think legislation is the answer. My main point of argument was that they have access to all of the same information through a number of interfaces all better suited to thier needs. Why mandate that all access methods must work in all situations?
I believe the ADA was intended in good faith, to prevent the exclusion of disabled people from public life. To ensure they are treated equally.
I very much believe in this scenario that nothing is preventing them from using SWA's services. They are just not able to use a particular interface to do business with them.
rgbscan
The example you are giving is of businesses refusing to serve blacks.
That is not the case here. I'm sure there are plenty of other ways for a blind person to do business with SouthWest. They could make a phone call to SWA, they could use a travel agent, etc.
I don't think mandating every access method be accesible to every minority is the answer. So long as there IS an access method available to you that provides the same information and services as the other available methods, I don't think you have a reason to complain.
It's GSM 900/1900.
rgbscan
"Why, for example, would midwesterners grasp technology so much better than northeasterners?"
I think it has more to do with the fact that all midwesterners share something of a common farming heritage. When tractors broke down or fences needed mending, the farmer would just have to fix it or develop a work-around. The wealthier people on either coast would just call triple-A. I think midwesterners have a more fix-it, self-taught attitude toward life whereas the coasts rely on others to educate them or do it for them.
yeah, lets see that +6!!!!