Oh, BTW, I am slightly, perhaps more than slightly, miffed about some of
the things said in the article...
---cut---
Even so, the tech-support group didn't really get serious
about making the quality of its e-mail support match the quality of
its phone support until early 1998
---cut---
Two words: Bull Shit. :-)
I feel mildly insulted, and wouldn't be surprised if there were some others
as well. I know we were damn serious about improving email years back -
and had committed to the Remedy system. I was involved with the intitial
design meetings that plotted out just what we wanted. But, as the article
points out, what they delivered - very late at that - sucked. It just wasn't
usable, very disappointing. But hell, I *know* we had long periods where
email replies were faster and more concise than the phone support, usually
within hours of being asked. I think I still have my sent folders. ;-)
But it is good to see that they finally got something in place. I do hope
there is some progress being made on a Knowledge Base. That was another
promised feature of the Remedy call tracking system that, um, fell short
of expectations and usability. ;-)
But, hey, with this new email system they could have someone in say, MA,
doing email... ;-)
-MZ
-- <URL:mailto:megazone@megazone.org> Gweep, Discordian, Author, Engineer, me.. Join ISP/C Internet Service Providers' Consortium <URL:http://www.ispc.org/> "A little nonsense now and then, is relished by the wisest men" 781-788-0130 <URL:http://www.megazone.org/> <URL:http://www.gweep.net/> Hail Discordia!
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