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I actually work in customer service for a tech company right now. We do some days in the office and most days remote. Being remote is worse for productivity. Fo
by missedthecue 5y ago
I actually work in customer service for a tech company right now. We do some days in the office and most days remote. Being remote is worse for productivity. For instance, when I need to ask a team mate a question, they respond in slack at their convenience. At the office it takes 20 seconds. Communication and collaboration seem orders of magnitude more difficult remotely.
Yes, client services can be done remotely. Yes I like not having to commute every day. Yes, I can see the number of tickets we close and remote is just more unproductive.
- culturestate 5y ago> For instance, when I need to ask a team mate a question, they respond in slack at their convenience. At the office it takes 20 seconds. This seems like something that can be pretty easily solved with a process change, no?
- missedthecue 5y agoYou can ask people "please respond to your slack messages faster", but that doesn't really work.
- culturestate 5y agoI mean, why couldn’t you have some version of pager duty for people who are (apparently) on the clock and in the critical path of support calls? Remember years ago MSN Messenger had that buzz feature that would let you shake the conversation window for your contact? You could recreate something similar by eg force-enabling Slack alerts for specific keywords.
- iso1631 5y ago> I can see the number of tickets we close and remote is just more unproductive. I used to work in that area. We had someone on the team that would go through open calls that were waiting for a response, phone the user at 3AM, not get a response, and close it with "assume this is fixed, please reopen if not". He was far more productive than the suckers who spent 6 hours fixing a single fault.