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No. 385293
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>>385273
>>385274
>>385275
I actually work on a team one removed from a call center in tech support. Our call center doesn't actually do much real "tech support", they're just a switchboard to get people to the right groups to get the thing the caller wanted. But, since most of the time it seems like they have no training in real tech diagnosis, getting relevant information or even verifying the customers' identity, they just push it to my team to deal with 95% of the time, because we don't have time limits on our phone calls.
This issue is expounded by the fact that our knowledge management system is ancient and proprietary and we won't get anything up-to-date or free (like a wiki). So while there is a core of processes that are up-to-date and relevant, it is only updated by a select group of team leads, who are busy with more important shit most of the time, leaving most of the rest of the team in the lurch if those select people aren't on. Which puts us in the awkward position of having to contact the user and ask if they have exact names for the things they want accomplished, not shorthand names. Which is garbage and unprofessional and humiliating and frustrating. The customers barely seem to know what we do most of the time, and to turn around and ask them what exactly they're talking about because there isn't an article in our database makes it seem like we don't know what we're doing, when we simply don't know what they're asking.
Something with a universal edit/revert system, an actual discussion page for articles and some super user abilities would be wonderful and fix just about every problem with clarity of process and explicitness of requests. The company chose to make its' own internal facebook (that nobody uses) rather than give us a competent knowledge management system. That one fix would solve most of my team's issues and clear up a lot of issues for other teams.
I'm describing more of this here than I've ever descried on any social network, ever. I consider the company to be my client, and I take client privacy very seriously, and never talk about what I do or who I work for on any platform that can be easily traced back to myself. But I am seriously ready to quit even without another job lined up. Shit is that bad and it just seems like it's getting worse.
We're slowly being middle-managed to death by those well meaning business-degree holders trying desperately to make up for business' schools' stark inability to teach anything resembling real leadership and functional work ethics. We've recently had to schedule our lunch and smoke breaks (which is fucking ridiculous in I.T.), because apparently "productivity is down". And this has nothing to do with the fact that most of the teams on my floor seem to be dealing with continual disasters for accounts, for which good process and delivered expertise do not seem to be factors. It also seems like this decision might have come in the spur of the moment, as if the ones responsible only looked at a single days' worth of activity to arrive at that conclusion (which, if they looked at it on Friday, yes, productivity is down. It's called nearly the weekend).
What's killer is that when I arrived, it seemed like a really great job. I had a lot of personal freedom at work, I wasn't constrained in my breaks or my lunch, I could even make use of reaction pics on the company network, so long as I kept it professional around clients and higher-ups. But as it's gone on, my freedom has been restricted and I've come to understand that the tools are inadequate, but trying to change that is trying to push a boulder up a hill.
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