On 15 Apr 2008, at 11:22 , William Herrin wrote:
There's a novel idea. Require incoming senior staff at an email company to work a month at the abuse desk before they can assume the duties for which they were hired.
At a long-previous employer we once toyed with the idea of having everybody in the (fairly small) operations and architecture/ development groups spend at least a day on the helpdesk every month.
The downside to such a plan from the customer's perspective is that I'm pretty sure most of us would have been really bad helpdesk people. There's a lot of skill in dealing with end-users that is rarely reflected in the org chart or pay scale.
Joe
