Archive | Thoughts

It’s Not Us It’s You

I think everyone in IT has said this (or wanted to). Even when you are right it’s not a great way to deliver a support message. However if you can objectively and gracefully show customers where problems are on their side then it completely changes the conversation. It keeps it from getting combative with finger […]

Customer Networks Bringing You Down?

The customer environment is killing support teams. It seems like most of the time is spent scaling the back end of cloud applications. The problem is that most of the support tickets are spent remotely troubleshooting technologies on the customer side. I talk a lot with support teams and the one recurring theme is “if […]