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| Do Workers Shun The Help Desk? | |||||||||||||
| Savvy office workers frustrated that their on-the-job computer tools don't function as smoothly as, say, an Apple iPod are taking matters into their own hands. No longer are they relying on company technicians or IT administrators to choose the software needed to get the job done. They know how to pluck tools right off the Web, with the braver souls shunning corporate help desks. | |||||||||||||
| [Full Article] Jan-29-2009 | |||||||||||||
| Staffing for the Direct to Support Representative Model | |||||||||||||
| Many technical support organizations avoid implementing the Direct to Support Representative model for many reasons. Most common is the belief that it is easier to manage a call back model in terms of staff planning, and support representative comfort. There is also a mistaken belief that it is the lower cost solution. While on the surface it may be easier to manage staffing, once the techniques of real time staffing models are understood, it is not really much more complex. More importantly, the Direct to Support Representative model is what the person contacting you wants to experience. | |||||||||||||
| [Full Article] Jan-29-2009 | |||||||||||||
| Need a Job? Resume Tips for Techies | |||||||||||||
| Mark Eckley can't forget the day when a former employer informed 100 of his colleagues they no longer had jobs, and then quickly escorted them out the door using security guards to monitor the situation. Managers, he says, then bad-mouthed a few of the employees soon after. Eckley, a customer support specialist, wasn't among those let go that day about 12 years ago. But the situation angered and scared him enough to find a job somewhere else. | |||||||||||||
| [Full Article] Jan-29-2009 | |||||||||||||
| If You Fire People, Don't be a Jerk About it | |||||||||||||
| Mark Eckley can't forget the day when a former employer informed 100 of his colleagues they no longer had jobs, and then quickly escorted them out the door using security guards to monitor the situation. Managers, he says, then bad-mouthed a few of the employees soon after. Eckley, a customer support specialist, wasn't among those let go that day about 12 years ago. But the situation angered and scared him enough to find a job somewhere else. | |||||||||||||
| [Full Article] Jan-29-2009 | |||||||||||||
| If You Fire People, Don't Be a Jerk About It | |||||||||||||
| Mark Eckley can't forget the day when a former employer informed 100 of his colleagues they no longer had jobs, and then quickly escorted them out the door using security guards to monitor the situation. Managers, he says, then bad-mouthed a few of the employees soon after. Layoff stories like that are all too common. Managers often take a clinical approach when breaking the bad news, fearing they'll get sued if they say the wrong thing, or end up facing angry -- even violent -- employees. But being too cautious can make a boss seem downright heartless. | |||||||||||||
| [Full Article] Jan-01-2009 | |||||||||||||
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