Gartner Blog Network

Category: 'support-processes' Blog Posts

from the Gartner Blog Network

In Case of Emergency... Deploy the Bearded Chaps!

by Rob Addy  |  October 27, 2013

Whilst queuing for the “Tower of Terror” at Disney's Hollywood Studios with my family this summer I witnessed something far more interesting than a mere journey beyond the realms of...

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Observed behaviors reveal more than solicited opinions

by Rob Addy  |  November 28, 2012

Ask someone a question and they will probably give you an answer. And therein lies the problem. Will it be an open, honest and frank response? Maybe. But then again,...

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Twitter is best left for the birds...

by Rob Addy  |  October 23, 2012

No. This isn't an anti-Twitter or anti-Tweeting post. Twitter does very definitely have it's place within today's product support context. This is a post about support providers that think it's...

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Good Service is Just a Simple Game of Snap!

by Rob Addy  |  October 2, 2012

Efficiently matching customer needs and preferences to the optimal support representative (or representatives) is the secret of support success. Nothing more, nothing less. It's not necessarily about getting the most...

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Comments: 2

Take Time to Admire the View (and Enjoy the Pie)

by Rob Addy  |  September 24, 2012

To paraphrase (ok, misquote completely) Ronald Coarse, “If you aggressively interrogate the data for long enough, it will confess everything and anything”. And yet, the inherent dangers of overly rigorous...

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Comments: 2

It's time to hang up the cloak and start wearing your underpants underneath your trousers

by Rob Addy  |  August 24, 2012

You will never be quick enough. Sorry. In the past you had a chance. Business dependency upon IT was limited. IT used to feed the operational machine. But then IT...

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Comments: 2

A Prevention Picture Paints A Thousand Words

by Rob Addy  |  August 19, 2012

Practically everyone agrees in principle that prevention is a good idea. Some people even agree that prevention is a realistic and attainable objective. Fewer people agree on the best way...

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Comments: 2

An out-of-hours linguistic plan so cunning you could pin a tail on it and call it a fox?

by Rob Addy  |  July 20, 2012

Local language voice support is expensive. Different providers offer different degrees of coverage. Some claim to provide support in 120+ languages for instance. But is this really real? What is...

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Comments: 2

The Importance of Being Earnestly Confident...

by Rob Addy  |  June 19, 2012

Seemingly random activity looks desperate and erodes customer trust and faith. The importance of faith should not be underestimated. George Michael sang that he gotta have it. He was right....

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Never Ever forget to ask "Why?"

by Rob Addy  |  June 15, 2012

Over 14 years ago, All Saints inadvertently outlined the perfect support non-renewal analysis strategy in their UK number 1 hit “Never Ever”. Whilst most support providers rock back and forth...

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