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Trouble in Electric Ladyland

Oxygen.com

Dreamweaver 3.0

The best just got better

Free High Speed Access Arrives

What to Expect

Wanna e-trade?

No thanks

Picking a hosting provider isn't as simple as it should be.

The Red Flag

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Software we'd Like to See:

From the people who brought you Autonuke: software to warm your heart. Introducing Bidnessbot

My Web Site is Ugly and I Want to Go home

Don't just sit there. Fix it

Taking your Business online?

Look before you link

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The Motley Fool

Cool fool

Feedback

You're thinking something. Tell us what it is.

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Ditherati
Because digerati say the cutest things.

Slashdot.org
News for Geeks. Stuff that matters.

Cybertimes
All the News that's fit to digitize

The Industry Standard
Groks the Web

Wired News
If you're going to San Francisco, be sure to bring a web designer..

The Drudge Report
Hear no evil, See no evil, speak no evil...

The Electronic Frontier Foundation

Fighting for your right to privacy online.


 

 

 


It's Your Customer
Service, Homer
...

It's a given that the Information Age has permanently altered the way we live. But in the process, we've become more dependent than ever on technology, leading to the first great irony of the 21st Century...

Murphy's Law of Customer Service.

Namely, the more you need to use something, the less likely it is to work, meaning, by direct implication, the more likely it will be that you will be forced to call customer service for assistance and find yourself speaking with a person who will generally know less than you do about your problem but who will pretend to know more.

Consider the following evidence.

Customer Service Representatives with the big five Computer manufacturers rely on scripts to answer commonly asked questions from customers. No big deal about that, until you think about how easy the practice makes it for poorly trained employees to slip through the system and end up....on the other end of the phone.

The end result?

Callers who make the mistake of not asking one of the questions exactly as it is worded in the script can find themselves in the twilight zone. Calls are put on hold for what can seem like hours as the rep runs to find a supervisor with the training to provide an acceptable answer. Or even worse, the rep may assume that your description of your problem matches an item on his list, when in reality, it's an entirely separate issue.

It will probably take him a really long time before he realizes he's been fixing the wrong problem. Bad things may happen first.

The situation at a major web hosting company on the East Coast is another case in point. Bear in mind, this isn't a mom & pop company operating out of somebody's garage or basement - this is a huge mulitimillion dollar (probably multibillion) company with clients all over the world.

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Featured Reviews:

The Digital Music Wars

Dispatches from the Backend....

The Hacker Crackdown

Protecting yourself is easy. So why aren't you doing it?

Browserzilla

Microsoft owns the market. Meet the competition

Bootcamp for Start-ups
Start up your start-up

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The Shopping Cart

Bigger isn't always better. Small web merchants fight back

Going shopping?

Save money the old-fashioned way. Pay less. Buy.com

Looking for a job? Stop wasting your time. Download Hotjobs2000

The Affiliate Question

Should you or shouldn't you?
The answer? Nobody is quite
sure

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Live fast. Die young. Leave a good looking web site

Microworkz unplugged