February 21, 2017

Who are your customers?

It seems like a straightforward question: When you work in IT, who are your customers? We use the term all the time. We talk about customer satisfaction, customer relationships, customer service and customer experiences. Our understanding of customer-supplier relationships looms large when we set priorities and decide what to do and how to behave on […]

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February 21, 2017

How about Mute 101 for everyone?

Help-desk tech is on the phone for quite a while trying to help out a user, and it’s clearly getting frustrating, reports a pilot fish on the scene. “Finally the tech stood up, looked around and said, ‘I got an I-D-10-T on the line, requesting to speak to a tier-2 tech.’ “After the call was […]

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