My friends all know that I enjoy good PodCasts. My daily commute only is about 8 steps from my bed… maybe a bit more if I detour to the stove to start the tea kettle before starting work. But when I’m visiting clients and or attending events I’m usually going at least 40 minutes (Palo…
Tag Archive: management
How to Hire for Tech Support
Tech Support folks should also be friendly and like helping people. They should be communicative both inside the organization and with customers. Dont just expect your team to “be professional”. That admonition is at the core of the wooden, scripted responses that frustrate customers.
Apple Leads in Tech Support
This recent research is shows the difference you can get when focusing on resolving problems: The study found that customers from each company are generally satisfied with hold times, ease of reaching an agent and agent professionalism. In contrast, there was a significant difference in the percentage of customers who reported their problem was solved:…
The Search for Meaning… from the Square Peg Blog
Arianna Huffington was the morning Keynote Speaker at the Craigslist Foundation Boot Camp for Non-Profit, Saturday in Berkeley, CA. I was looking forward to her speech. I enjoy Arianna on KCRW’s Left, Right, and Center and usually agree with her editorials in The Huffington Post. I knew it would be a good speech – an…
Managing ROI for Community Managers | TheLetterTwo.com
My friend Ken wrote a nice piece a couple days ago about ROI and the role of the community manager. In particular, I liked this observation: … The community is not a structured presence. You cannot simply pen in the community as they’re a wild herd of virtual voices. The skill of the community manager…
Stowe Boyd on Free Trade
Indeed: Free trade is a game rigged so that global corporations can arbitrage over all sorts of cost factors, based on a patchwork quilt of labor and environmental laws, and nearly always choosing what makes the most money. Shouldn’t our core principle be doing what causes the least harm? [From /Ground: Protectionism and The Unions:…
Performance and Failure
Some things that seem to be good are actually failure. I’ll use an example tech support pros will all know: A customer calls, you know the answer, you give it to them and it works, and everyone is happy. Simple, straightforward, case closed. Right? No. This is a failure. Simply put, if you knew the…
