If all we pick up out of the ocean is flotsam from the marina we’ll get the wrong idea about what’s in the ocean.

Summer outfit is just winter outfit minus hoodie.

Doos yas wants yas plumbings fixeds ors nots?

There is no war in Dubai Sing Se

That’s among the cleaner public park bathrooms I’ve seen

“Fuck the police” is literally why America was founded.

Oh, totally. Having a KB full of ready made answers reduced response times and increased customer satistfaction

The only time the KB really saved was being able to send them a link to the docs that they should have been able to find instead of retyping the response. Which is good because time to first response kept going down as we wrote more articles.

All of the answers were right there and they didn’t see it. And no matter how many articles we added the volume of tickets resolved on the first reply with a KB article didn’t go down. (I know because I tracked this as a KPI for a while until it became obvious it wasn’t budging.)

My only conclusion from this is that there is a segment of people who will always ask someone for help rather than take initiative.

Thankfully we didn’t take phone calls. And I knew they weren’t reading the KB because we’d reply with a link to the KB and they’d be happy.

Having run a couple support teams, I get where they’re coming from with the wait time.

Every minute my team wasn’t spending helping customers was spent updating the knowledge base. We invested a ton of effort into it, and 90% of the tickets were answerable in the first interaction with a simple search.

But getting people to actually read the docs was impossible. And maybe if we made them wait they’d get frustrated

But that’s not very nice to your customers or the agents.

You should. I’ve said it too much and now not even Billy Bragg and the Murphys singing “All You Fascists” can’t get me hype.

Aww, I remember feeling hope, too.

What can I say? People are awful. It’s why I avoid them.

Would you prefer they not complain at all and ignore others’ problems?

s/assignments due tomorrow/presentation to give at 4pm

I’m gonna go with 1965

Somehow Hammond gets his to crash and explode

As long as it’s also killing me softly with his song.

The Simpsons one, obv

America is the world’s Homer! You can’t kill Homer!