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1 edit | reply to hobgoblin
Re: [Cable TV] Western New York Upgrade?
As for the information not being dealt out....well, you're dealing with rather smart agents, and those agents are your life blood, until the day comes when you take call, after call, after call from customers demanding answers about an outage, or a migration, or some other network issue, it is YOU who will never understand where I, and many others are coming from.
I have said my peace, I think it's time to move on, I'm going to the beach to gawk at half nude college women and get a darker tan, then maybe get into the jacuzzi for a nice soak.
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No animals were harmed in the transmission of this post, but the pitbull living next door is living on borrowed time i tell you! | |
 SkellBasherYes Sorto, I'll take my Prozac
join:2000-10-22
Niagara Falls, NY | said by Champer:As for the information not being dealt out....well, you're dealing with rather smart agents, and those agents are your life blood, until the day comes when you take call, after call, after call from customers demanding answers about an outage, or a migration, or some other network issue, it is YOU who will never understand where I, and many others are coming from. You're also dealing with some really dumb agents that have a hard time with basic instructions. I can't tell you how many times I received calls where a customer had been troubleshot for 30 to 45 minutes on a problem by a previous agent, except that when the account was pulled up, there was this LARGE message box that said not to troubleshoot, the modem was disabled by IPET.
For every intelligent agent who can properly process sensitive information, there are 3 no so intelligent agents that can't. I'm not saying they are stupid, but just that can't be given some types of information without messing it up.
And for the record, Hob and I both started at Adelphia ON THE PHONES. We worked back in the day when you had to deal with dial-return setups, non-DOCSIS areas, and VERY limited tools. We worked the phones when there were no TSRs to handle the simple calls, when there was one level of support : us. We didn't have the tools you worked with, but we helped provide the feedback to get some of those tools built. We worked through bi-weekly mail server problems, the Prestige Cable migration, and the original GTE purchase. We were front line support when Adelphia expanded too quickly, and was forced to resort to the DFW/Atlanta ATM cloud debacle.
Did I mention that we figured this all out ourselves? On a personal note, I identified the cause of some major Westminster, MD connectivity problems TWO MONTHS before it was acknowledged by the network operations group because they didn't understand the data I was passing along to them. For a LONG time, network issues were only discovered by the front line phone staff, not due to proactive checks by the people that were responsible.
So, my good sir, you are perfectly entitled to your opinion, but DO NOT accuse Hob of not having any ideas about the job that you did. He did it LONG before you did.
You chose to leave to pursue other endeavors. I respect that; so did I. Hob chose to stay, and frankly he has a better perspective on how things are then most of the people in that segment of the company right now, because he's been there, and done it at every level.
Enjoy the weather down there, and do share some spring break pics!! | | |
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| I guess I created a fire storm by asking two simple questions. Unfortunately, I have to agree with Hob on this one also. You can get five different answers from five different workers at the call center. Either they don't read the directives or just plain forget.
I bet though Time Warner has to re-train many at the call centers to do it the Time Warner way rather than the old Adelphia type of responses. There is nothing worse than confusing the customer. A good case in point is the Time Warner pricing compared to the packaged Adelphia pricing. It would actually cost me more to switch from my current Adelphia package with Cable and High Speed to the current Time Warner pricing. To me, that is very confusing to the customer. | |
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