Get the customers to log the calls. Save your staff's time for solving the problems and all the other fun things that you mentioned. A decent system, even the free open source ones, can guide the customer to give decent information (contact info, category of problem). You will find that these calls yield far better information than comes through email, so turn the email off.
This helps quite a bit, though it depends a fair amount on the user being clued enough to properly report the problem (and clued enough to use the interface, which isn't a guaranteed thing, no matter how easy the interface).
If a customer is not willing to write the call then it is obviously not a real problem.
I wish you luck in getting execs to not call on the phone.
If they ring then get the adviser to write the call while the customer is still on the phone, if the adviser explains what he is doing (explicitly, or implicitly - murmuring the field names), then the customers will learn.
Honestly, I think the better idea is to have two helpdesk tiers. One that takes calls and does first-line troubleshooting, the second that deals with problems that take more than a few minutes to resolve. Of course, "self-help" systems are supposed to remove the need for tier 1. In my experience that will never happen until AI helpdesk workers staff tier 1:P
Smart. So when I come up with a process that eliminates 10% of daily trouble ticket volume, I'm gonna get penalized for it at the end of the year. Brilliant idea, Einstein.
Pretty much. Some managers are very concerned with making sure that every minute of every day is going towards some project. Some places are now realizing that the project getting done by a certain date is the key, but *how* it goes done doesn't need to be explicitly railroaded. Granted it takes a strong team lead / supervisor to explain to upper management that doing metrics is no excuse for management that knows whats going on in their area, but that requires _effort_, unlike excel spreadsheets that can be digested in-between brunch and lunch.
I have this problem with Remedy. My other problem is that while there's lots of details, if its a high-volume ticket day, I end up having to jot down the problems I worked on (strangely I have a hard time remembering who I helped, but if I write down who they were and what their problem was, I almost always remember the solution without fail) and filling them out later. Now, granted, our metrics-readers don't drill down far enough to notice I put in 20 tickets between 3pm and 5pm as I go down the list, but they could.
The problem is that ticket systems should be used to track and record problems, not serve as metrics of what people are and aren't doing. Almost always the reason that the ticketing system is getting used as a metric is because management isn't involved enough in that aspect of the business to know what happens on a weekly basis, much less a day-to-day basis. This frustrates me to no end because it benefits no one (until management is looking to do layoffs, of course).
So, while I feel your pain (I was in a very similar situation recently), I can't say that I'd behave much differently. Often I'm too busy doing my work to exactingly record every ticket. If I was recording every ticket, I'd get much less done.
Batou seems to really have a thing for Motoko (especially in SAC-universe), not as much perhaps in the manga.
If Kuze was indeed who she suspects he was, he'd have been her first love. Though if he really is that person (implied in 2nd gig but never confirmed) and if she is still in love with him...? who knows.
When we have viruses exploiting Word files, part of our security team sends out a notice that says we're temporarily quarantining the files until we can have them cleared. But really, you can't indefinitely stop word files from coming in.
I'll admit I'm too lazy to read the exact detail of the exploit, but shouldn't this whole situation be alleviated by good, layered network security anyway?
While your copypasta sure does seem to be getting good mileage for you, and while I don't have time to read every one of them and point out the potential flaws in your reasoning, I can tell you that at least for the "mall" plot, the guy had no ability to really do any harm (he was obviously an independent operator and too dense to even cleverly procure the items needed).
That's not organized terrorism, man, that's a mentally troubled guy who happens to have converted to islam. Were this the 1960's he might have been a communist instead.
Yeah. I'm not against video game articles, but his submission selections are always so similar and narrow in scope that I wonder why they even bother having him green-light articles at all. I can just go to kotaku and get the same subject matter, only better.
As I said to the AC earlier in this thread, while that resolution is fine for simple augmented reality, why have different glasses for different purposes. If I want to web surf or watch movies or something, I'd like greater than 640x480 ad in full color, thanks.
While replying to an AC is usually not worth the time, it is true that if you were doing _only_ augmented reality with simple text displays, 640x480 would probably be sufficient. For general purpose use, however (say I wanted to watch a movie on my glasses on the bus on the way home, or look at pr0n or something), 640x480 is still lacking in it's ability to show detail.
I agree. 640x480 sucks ass, and is no better than the i-glasses stuff that was out in '95. Yeah, the chassis is better, but I'd gladly use a larger setup to get better resolution. That make it less expensive, of course.
Am I the only one who notices that as soon as Zonk goes "off duty" for approving front page articles, the quality of the articles themselves immediately improves?
Realize that I am typing this so I can waste time before I go home from work, and as such is a bit more snarkily redundant than is probably necessary.
It sounds like what you want is every CS student to be a software engineer, or rather, every CS program should be a software engineering program (though it wouldn't hurt for every CS program to have a software engineering class, I think). That's not a traditional CS education. There's nothing wrong with the CS education in the US, other than Software Engineering programs that get labelled CS.
Granted, the answer here is to look at the program before you actually enroll in it and see if the course descriptions meet with your desired career plans / study interests, but sometimes people don't know until they're already half-way through.
As has been said before, traditional CS is not Software Engineering. I do wish that programs would be a little more careful (and well, people in general) in seperating CS from SE.
The funny thing is that I forgot my UID for a few years after I apparently created it, and really paid no attention to UID numbers until someone said, "Wow! Your UID is so low!" one day about a year ago.
dunno about Jazz, but "Petra" was kind of progressive rock.
It was lame, but kinda progressivey. Granted, this is from recalling a band I listened to back in grade school, so maybe it sounded more "progressive" to junior high ears than to my ears now.
Wouldn't surprise me, though it would probably interest you to know that the translation of the hanzi for China means (more or less) "land of the middle" (character for "center" with the character for "country" or "land").
Cultural centrism is hardly something that Europeans/Americans have a monopoly on, obviously.
Slashdot Mirror
This helps quite a bit, though it depends a fair amount on the user being clued enough to properly report the problem (and clued enough to use the interface, which isn't a guaranteed thing, no matter how easy the interface).
If a customer is not willing to write the call then it is obviously not a real problem.
I wish you luck in getting execs to not call on the phone.
If they ring then get the adviser to write the call while the customer is still on the phone, if the adviser explains what he is doing (explicitly, or implicitly - murmuring the field names), then the customers will learn.
Honestly, I think the better idea is to have two helpdesk tiers. One that takes calls and does first-line troubleshooting, the second that deals with problems that take more than a few minutes to resolve. Of course, "self-help" systems are supposed to remove the need for tier 1. In my experience that will never happen until AI helpdesk workers staff tier 1
Smart. So when I come up with a process that eliminates 10% of daily trouble ticket volume, I'm gonna get penalized for it at the end of the year. Brilliant idea, Einstein.
Pretty much. Some managers are very concerned with making sure that every minute of every day is going towards some project. Some places are now realizing that the project getting done by a certain date is the key, but *how* it goes done doesn't need to be explicitly railroaded. Granted it takes a strong team lead / supervisor to explain to upper management that doing metrics is no excuse for management that knows whats going on in their area, but that requires _effort_, unlike excel spreadsheets that can be digested in-between brunch and lunch.
I have this problem with Remedy. My other problem is that while there's lots of details, if its a high-volume ticket day, I end up having to jot down the problems I worked on (strangely I have a hard time remembering who I helped, but if I write down who they were and what their problem was, I almost always remember the solution without fail) and filling them out later. Now, granted, our metrics-readers don't drill down far enough to notice I put in 20 tickets between 3pm and 5pm as I go down the list, but they could.
The problem is that ticket systems should be used to track and record problems, not serve as metrics of what people are and aren't doing. Almost always the reason that the ticketing system is getting used as a metric is because management isn't involved enough in that aspect of the business to know what happens on a weekly basis, much less a day-to-day basis. This frustrates me to no end because it benefits no one (until management is looking to do layoffs, of course).
So, while I feel your pain (I was in a very similar situation recently), I can't say that I'd behave much differently. Often I'm too busy doing my work to exactingly record every ticket. If I was recording every ticket, I'd get much less done.
"Sex and gore" have been the predominant features of nature for hundreds of millions of years. You may want to re-think that phrase.
Batou seems to really have a thing for Motoko (especially in SAC-universe), not as much perhaps in the manga.
If Kuze was indeed who she suspects he was, he'd have been her first love. Though if he really is that person (implied in 2nd gig but never confirmed) and if she is still in love with him...? who knows.
When we have viruses exploiting Word files, part of our security team sends out a notice that says we're temporarily quarantining the files until we can have them cleared. But really, you can't indefinitely stop word files from coming in.
I'll admit I'm too lazy to read the exact detail of the exploit, but shouldn't this whole situation be alleviated by good, layered network security anyway?
maybe "code monkey, pleeze!" or perhaps "yo, mah code munkey!"
I would like this, as well. So much so that I'm attempting to get a band going with that very goal.
While your copypasta sure does seem to be getting good mileage for you, and while I don't have time to read every one of them and point out the potential flaws in your reasoning, I can tell you that at least for the "mall" plot, the guy had no ability to really do any harm (he was obviously an independent operator and too dense to even cleverly procure the items needed).
That's not organized terrorism, man, that's a mentally troubled guy who happens to have converted to islam. Were this the 1960's he might have been a communist instead.
According to TFA, it wasn't pollution, but rather overfishing and shipping traffic that did them in.
I'd like to find a moonbat for a pet. Where can I find one? Do I need a license?
Yeah. I'm not against video game articles, but his submission selections are always so similar and narrow in scope that I wonder why they even bother having him green-light articles at all. I can just go to kotaku and get the same subject matter, only better.
As I said to the AC earlier in this thread, while that resolution is fine for simple augmented reality, why have different glasses for different purposes. If I want to web surf or watch movies or something, I'd like greater than 640x480 ad in full color, thanks.
While replying to an AC is usually not worth the time, it is true that if you were doing _only_ augmented reality with simple text displays, 640x480 would probably be sufficient. For general purpose use, however (say I wanted to watch a movie on my glasses on the bus on the way home, or look at pr0n or something), 640x480 is still lacking in it's ability to show detail.
I agree. 640x480 sucks ass, and is no better than the i-glasses stuff that was out in '95. Yeah, the chassis is better, but I'd gladly use a larger setup to get better resolution. That make it less expensive, of course.
Am I the only one who notices that as soon as Zonk goes "off duty" for approving front page articles, the quality of the articles themselves immediately improves?
Before I read closer I thought that's what this was, and was pretty excited.
Any idea when that's scheduled to actually take place?
Realize that I am typing this so I can waste time before I go home from work, and as such is a bit more snarkily redundant than is probably necessary.
It sounds like what you want is every CS student to be a software engineer, or rather, every CS program should be a software engineering program (though it wouldn't hurt for every CS program to have a software engineering class, I think). That's not a traditional CS education. There's nothing wrong with the CS education in the US, other than Software Engineering programs that get labelled CS.
Granted, the answer here is to look at the program before you actually enroll in it and see if the course descriptions meet with your desired career plans / study interests, but sometimes people don't know until they're already half-way through.
As has been said before, traditional CS is not Software Engineering. I do wish that programs would be a little more careful (and well, people in general) in seperating CS from SE.
The funny thing is that I forgot my UID for a few years after I apparently created it, and really paid no attention to UID numbers until someone said, "Wow! Your UID is so low!" one day about a year ago.
At least I'm not the only one that gets "gee mister, your uid sure is low!"
That's about the time you guys usually show up out of the woodwork ;)
They're on tour (or going to be soon) with Slayer, apparently.
No, I'm not kidding.
dunno about Jazz, but "Petra" was kind of progressive rock.
It was lame, but kinda progressivey. Granted, this is from recalling a band I listened to back in grade school, so maybe it sounded more "progressive" to junior high ears than to my ears now.
Wouldn't surprise me, though it would probably interest you to know that the translation of the hanzi for China means (more or less) "land of the middle" (character for "center" with the character for "country" or "land").
Cultural centrism is hardly something that Europeans/Americans have a monopoly on, obviously.