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North American Network Operators Group Date Prev | Date Next | Date Index | Thread Index | Author Index | Historical Re: Vendor Support Clue/NOC Clue
"Forrest W. Christian" wrote: > Here's the real thinker.... Is there a way that a company could set up > their support lines so that "normal customers" get "1st level support > reps" and "advanced (clueful) customers" get "2nd or higher level support > reps"? Every time I think of an option, I can see a fatal flaw. > Separate numbers would be abused. Certifications are expensive and mean > nothing. And so on. There HAS to be a solution, we just haven't thought > of it yet. Micron Electronics has a cool little technique in their ACD system. There's a point at which you can take a little quiz-like thing. Depending on your answers to the quiz, it determines your clue level and sends you to the appropriate level of tech support Engineer. I don't know how often it gets abused, etc., but I found it to be very useful when I needed to get a part of a server replaced. I didn't have to waste 30 minutes answering questions like, "Is it plugged in?", or "What OS are you running?", etc. -- Michael L. Barrow <[email protected]>
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