 devrandomI got a pot, full of random stuff herePremium
join:2003-06-28
1 edit | Abolish the command structure The problem with most of these companies lies in their command structure -- inherently big corporations are run in a structure where the CSRs are at the bottom of the chain, the management sits above, and then the CEO/board sits at the top. It is ineffective for something like problem solving since it does not allow for highly creative human problem solving to take place (which is something we, as humans are very good at and have brought with us as a result of evolution). Moving up one step of the ladder usually requires something like paperwork and then there are barriers (such as being unable to call out to xyz, or having system abc available to them).
The key that most of these orgs are looking for is worker organization/resource management (of the don't be messy/spend lots of money kind), and not chaos, but by simply treating support as set it and forget it, they wholly neglect their customers, piss off customer support reps and chaos ensues anyway.
The only way to "fix" it would be to do away with the whole command structure and systems. Although replacing it with another command structure capable of handling massive support load brings the question of "what fits." |
