He ain't got no
Can't hear those
buzzers and bells
Don't see lights
Plays by sense of smell
life of a knowledge worker. Particularly a knowledge worker in the
proactive support space.
are a Technical Support Engineer handling support cases on the phone
and on the web, you know exactly if you were able to help a client
with their issue. We have no shortage of data letting us know how
long that case was open, how long it took to resolve, and your
satisfaction level with that case.
metrics and transactional ROI …. we've got it down to a science.
those of us playing in the proactive knowledge-sharing space,
however, ROI is almost a dirty word.
do you measure something that doesn't happen?
is to make you successful without having to call in a support case.
Providing you the information you need, when you need it. We target
our activity using all data available to us … support call data,
web accesses of content, etc., but we really have no idea if we are
hitting the mark ….
until and unless YOU tell us!
view a piece of content, please rate that content and let us know if
it was useful for you. You can leave feedback on tech notes, IBM Education Assistant Modules, you name it.
look at that, every single month, and drive improvements in our
programs based on that input as well as internal data we are able to
children poor knowledge workers! Help us help
you be successful. Because in the end, without your feedback, we're
playing “by sense of smell”.