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Level 1

12-12-2010

Good one Andreas, I love this idea.

 

As a supported user with several years experience, I do sometimes find it frustrating that contact with newer client care agents involves the whole "it must be user error' attitude, and subsequent back-and-forth until the client care person realises you aren't a) a complete newbie, or b) generally of below-average intelligence.  I must point out here that this never applied in my dealings with you, Jorgen!

 

In terms of your questions, Jorgen - I can see your point about individuals having varying perceptions of their own ability, but I'm also sure that individual client care agents build up their own views of the relative competence and experience of supported users they deal with. This could easily be incorporated into the CRM - who knows, perhaps it's there already, but Andreas and I didn't rate as well as we thought??

 

Joking apart, I wouldn't be in favour of doing away with change warnings per se,  As long as the warnings are relevant, I think they can still fulfil a purpose - not every supported user will have experience in every facet of the tool, and may still require a warning.

 

However, in personal dealings with client care, I think this would save a heap of time and angst.