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1,819	by merlin	2007-12-26 07:08:14
You need the help of one of my friends	by Tyop	2007-12-26 08:11:14
It's not really the individual agents, it's the	by merlin	2007-12-26 08:16:08
institutional mindset. If the call is not related to our main front-line point-of-sale application, then they pretty much just shuffle it off to another group. Since we have somewhere in the neighborhood of 200 internal applications, we can't really expect the desk to be proficient in all of them, and I understand they need to focus on the main business critical application. I guess what's really frustrating is that we have provided them with A TON of documentation on the "Top x" issues for this one particular application. The instructions are very simple for resolving these problems, yet the agents never seem to remember that the docs are there. We do have a new Help Desk manager that seems to be tightening things up, so we'll see if it gets any better.
[ Reply ]
I volunteer to rig the cattle prods on the	by Classic_Jon	2007-12-26 08:35:54

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