Eddie Cook — Fri, 26 Jan 2007 14:52:39 GMT

“Don’t know what you need to know” has another twist. I train technical support/ customer service. Quite often my company has a policy or solution that would be a perfect fit for the customer, but the agent isn’t aware it exists, and so, doesn’t begin to search for it. We use weekly reading time to get caught up on corporate headlines, but there’s always oodles that’s missed. I’m beginning to experiment with a hierarchal search that displays an index of sub-catagories to a product or system, similar in feel to Windows Explorer. My hope is to have it used as a roadmap for a process flow during a call. I would welcome any suggestions to make it effective.
Excellent article. Very thought provoking.

Boxes and Arrows: Comments by Eddie Cook