@gregsmith - What tool do you use for rating?

@shelly - Just take an afternoon to copy-and-paste everything over to Trello. You’ll be happier for it in the end

Trello has some options for “importing” stuff into a Trello board.

The “Copy Paste” method will at least create cards pretty quickly for you. I would create a card for each issue/bug, then in the description, put in the email…[Read more]

@gregsmith - I love the Quality score! It reminds me of my call center days when we had both our manager and a “Call Quality Assurance” listen to and score a sampling of our recorded calls every month.

Who does your scoring, and on average, how many tickets (out of how many total) per agent get scored?

@chase - Do y’all say anything in the email or signature to suggest to the customer to start a new ticket if something urgent comes up?

To answer the original question @saouderkirk asked: my team of three uses the “option #1″ approach, where the agent who makes the first reply owns the ticket until the end. The only exception to this is when…[Read more]

@chase - Do you find that customers will actually create a new ticket (in the way you described), or do they often just reply to the existing ticket with a new question?

@jeffvincent I love all the Wistia videos! They look great and are super entertaining to boot. These are no different. Thanks for making them!

I’ve never considered, set up or run a call center, but I’ve worked in two of them in previous roles (talking to 401(k) plan participants).

One was an example of a really great working experience (even when I took upwards of 100 calls a day), and the other was not-so-great to put it mildly.

Is there a neither option? I don’t know if it helps with your thesis, but that’s my vote.

@Ted - The Windows/VM thing is a great reason to suggest OS X over Windows. I don’t know why I never realized that before!

Laptops by a mile. The flexibility to leave your desk, to work from home or a coffee shop, to have a “working vacation” (when not on *actual*, unplugged, and frequent vacation to truly get away, which should happen)… all of these things far and away outweigh any risk about the message it sends. Just be clear about what the expectations are, and…[Read more]