If there’s one major complaint that almost every tech company in the world has to deal with from time to time, it’s tech support. When you have upset people with problems having to jump through the hoops often associated with putting in a customers service request, the results are often quite negative.
Having the right people in place is always a challenge, as the pay is normally at the low end in the tech world while the skill required is often high. This infographic by our friends at ZenDesk can be used as a roadmap when looking for that exact right person to represent your company on the phone and via chat.
Tech support is not fun. It’s up there with telemarketing and law when it comes to appealing to a specific type of individual. The right people makes the challenges much easier to face.
Click to enlarge.
That’s a pretty comprehensive diagram. It’s true, though, customer support reps do need to be swirling maelstroms of productivity!
this might be funnier if the link to view the diagram full-size actually worked so the text was readable.
Here you go: http://www.zendesk.com/blog/inside-the-mind-of-a-customer-support-agent
A glitch? That’s why we all call tech support and as an adjunct, why even after I am retired, I can dream the red dot dream,
[$M.]
http://www.zendesk.com/blog/inside-the-mind-of-a-customer-support-agent
And here is the link to the page at ZenDesk: http://www.zendesk.com/blog/inside-the-mind-of-a-customer-support-agent
with the larger version: http://cdn.zendesk.com/images/blog/help-desk-agent.png