[joglynne]

Originally Posted by BBKing

If they were mostly Liverpool accented, yes, I've met them and they do know their stuff. Personally I'd like to see them brought in as an integral part of the business charged with passing on their knowledge to new recruits and acting as a liaison to identify root causes and work with the network engineers etc. to provide fixes before people ring in.

I think that would be a great idea. The trouble with a lot of large organisations seems to be IMO that they do not fully utilise, or appreciate, their best assets.