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At MindSpring (an ISP from long ago) everyone was required to listen to 8 hours of live tech support calls every month. I was the lead of the tools team and dur
by cowmix 9y ago
At MindSpring (an ISP from long ago) everyone was required to listen to 8 hours of live tech support calls every month. I was the lead of the tools team and during one of my call sessions I came up with a feature to our log search tool that reduced our talk times by 20% across the board within a month's time.
I would have never came up with the feature without being on those calls.
- scaryclam 9y agoI'm a technical lead. I'd rather like to have the opportunity to listen to some support calls as it's not an area that I'm good in. It's never a bad thing to learn what your co-workers might face during their day, even if you think all they do is make your work life harder. The better we know each other and our customers, the better we can help each other to resolve day-to-day problems. If you don't care about your customers problems, you probably shouldn't be making their tools.
- jdhendrickson 9y agoI doubt you remember me but I think I worked with you in the IBM building off Luna Road. mindspring was what an ISP should have been during that time. it's nice to see someone else from there on here.