NTL is call centre with longest wait in Mirror test

[BBKing]

one tool we have (thanks BBKing ) tells us how long the modem/ stb has been online.

Oo, glad it's coming in handy. Of course, one idea to improves things is technology that can avoid the need for the tech to ask the customer anything - for instance a tool that can tell you whether the USB, ethernet port or neither is connected would have avoided mb's ethernet-not-connected chap. Which is where I come in and why I'm spending my Sunday evening doing Oracle queries for mutual fun and profit. Most customers would rather not bend down and examine little green flashing lights and the tech would rather see it in front of him instead of relying on second-hand information.

[Florence]

Originally Posted by BBKing

Oo, glad it's coming in handy. Of course, one idea to improves things is technology that can avoid the need for the tech to ask the customer anything - for instance a tool that can tell you whether the USB, ethernet port or neither is connected would have avoided mb's ethernet-not-connected chap. Which is where I come in and why I'm spending my Sunday evening doing Oracle queries for mutual fun and profit. Most customers would rather not bend down and examine little green flashing lights and the tech would rather see it in front of him instead of relying on second-hand information.

Having allowed BBKing to test this tool and also heading into the chatroom to ask him to check my modem with it. I have to say is without this tool BBKing wrote many would still be unplugging and pluging in STB and SACMs. I thank BBKing for his work.

[greencreeper]

Tools are a lifesaver - time is of the essence when you're on the phone and there's nothing worse than having to sit there saying, "just waiting for..." At work we now have this nifty little VB script that quickly add/removes local admin rights on the specified PC. I can remotely manage a computer or use the domain user manager to do it, but both take ages.

I'm with MB - I prefer the users who know little about PCs. Some of the self-proclaimed experts are a real pain to work with - always have the (wrong) answers, always try to be one step ahead (wrongly) and are often downright rude, "I'm a systems engineer - I think I can install a printer". Well don't come phoning me when you make a mess of it. Then you have the tickets where, for example, some muppet has deleted all of Office by accident and wants our help reinstalling it. You broke it, you fix it.

[Stuart]

Originally Posted by greencreeper

Tools are a lifesaver - time is of the essence when you're on the phone and there's nothing worse than having to sit there saying, "just waiting for..." At work we now have this nifty little VB script that quickly add/removes local admin rights on the specified PC. I can remotely manage a computer or use the domain user manager to do it, but both take ages.

True. We use various tools (two of which I wrote myself - One for rebooting PCs remotely and the other for sending messages to individual labs) and they are great timesavers. One I sort of wrote (OK, I used a keystroke recorder to write it) is an unattended install routine for Roxio Easy CD creator. I had to do this as our Automatic installation system junks Windows on any PC you use it to install Easy CD Creator on. It doesn't make installing Easy CD Creator much quicker, but it does mean that one person can install it on many PCs easily, and simultaneousy. *

I'm with MB - I prefer the users who know little about PCs. Some of the self-proclaimed experts are a real pain to work with - always have the (wrong) answers, always try to be one step ahead (wrongly) and are often downright rude, "I'm a systems engineer - I think I can install a printer". Well don't come phoning me when you make a mess of it. Then you have the tickets where, for example, some muppet has deleted all of Office by accident and wants our help reinstalling it. You broke it, you fix it.

True. those that know very little but think they know a lot can be extremely dangerous. My boss at an old Freight Forwarding company I worked thought he knew a lot about PCs (and being a manager, had admin access to the computer system), One day, he decided he was going to remove a lot of old shipments from the system. He entered one of the values incorrectly and deleted 5 years worth of shipments. Now, you would assume that we had a verified backup (most companies would)? We didn't. I (along with a typist) had to re-enter all the shipments. It took about 2 months.

* Yes, I know there is an Enterprise version of Easy CD Creator designed for automatic distribution systems, but it wasn't available when we bought Easy CD creator and my boss won't pay the money for the upgrade (we have 300 copies to upgrade so the cost would be quite a lot).