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Start a Team Mentoring Program

Most support teams are pretty diverse when it comes to skill sets. Some techs excel at customer interaction while others are experts at telephony and others are the hardware specialists. It’s good to have a specialty.  We can be good at many things but generally, to be great we must concentrate on one area. A […]

Respecting Your Users

I spent years in phone support. I was a frontline tech, a manager and, at times, a trainer. I always liked the job but I was one of the few. Most techs hate it and would rather do anything than take calls. I think there are a couple of reasons. Would You Like a Hot […]

Support Tech or Carrier?

Every year about this time people start calling in sick. They have a cold, or they have the flu. They have something that they rather not go into detail about. As a manager you expect the flu season to wreak havoc and most of us prepare for it. We encourage our troops to get flu […]

Should You Allow Telecommuting?

Should you allow telecommuting? The answer is yes, as many as possible, as soon as possible. I know. I know. Yahoo’s Marissa Mayer recently told all of her telecommuters to come back to the office claiming employees are less productive at home. But do we really want to follow the lead of the company that […]

Pat’s Tips for Appropriate Office Attire

Most of us in the IT world would like to think the old stereotype of the computer person who dresses badly and doesn’t “fit in” no longer applies. After all, IT professionals are just that: professional. Unfortunately the reputation lingers. Express yourself The fact is, clothing is a form of expression. Sometimes our attire speaks […]