49 posts • joined 3 Nov 2009
Re: This will be useful...
It's because having people wasting their time transferring calls to other departments COSTS YOU MONEY and also CAUSES QUEUES TO BUILD UP which then causes POOR CUSTOMER EXPERIENCE which can lead to you LOSING MORE MONEY
This will be useful...
...for about a month, until companies' IVR options change and people who think they're being crafty are actually putting themselves through to the wrong call queues.
I'm not sure that this statement is correct
"Over the years, YouTube has been slowly evolving away from its original user-generated content model, toward one where the service plays host to a variety of slick, professional videos from well-funded creators. Most of the major Hollywood studios now have YouTube channels, as do TV networks ranging from HBO to the BBC."
I think rather than pushing channels from established TV networks, movie studios or brands, YouTube have actually thrown a lot of cash at promoting and pushing homegrown video makers who are now producing their YouTube-exclusive shows and receiving ad revenue as their primary income. They flew loads of them to London for the Olympics last year, for example.
There are people who now make slickly produced shows for a living, purely on YouTube and nowhere else.
This subscription model feels like even more of a move away from the established brands being the big draws - it seems like they're trying to turn independent, YouTube-only content creators into established brands in their own right.
don't call them
Go to talktalkmembers.com - the people staffing it are really capable, diligent and helpful (and UK based). They'll get your issue sorted for you.
Openreach had an MBORC status (Matters Beyond Our Reasonable Control) on most of the country over the winter months which might go some way to explaining the rise in complaints.
MBORC basically means they can't actually confirm that they'll turn up on time or at all due to weather conditions. At one point in December we (major ISP) had over 10k overdue tickets with them because of it.
Re: vodaphone? server?
Yeah, same here - Vodafone told us that it was a RIM router issue.
I had plenty of people from the business asking us to "escalate within RIM" which kept me entertained all day.
"popular Japanese Reddit clone 2channel"
A good follow-up might be to get an insight into how eSport stars deal with their game of choice's bubble bursting.
Ten years ago arguably the biggest names in eSports were Counter Strike 1.5/1.6 players - teams like SK and mTw, players like HeatoN and SpawN. The CS ship has well and truly sailed (although the CS:GO submarine may be surfacing soon) so it would be interesting to hear how they've handled it.
It's not a case of them 'realising' that you need to be put through. The absolute highest priority metric for 1st line teams is first time fix rate - ie, trying their absolute hardest not to transfer you to 2nd line. They're seen to be under-performing if this rate is down, even if you need a 2nd line resource to actually fix the issue for you. It's fucking stupid but unfortunately that's how it works.
It's exactly the same at TalkTalk ; the on-shore support guys in Preston and Manchester are, for the most part, absolutely excellent and really conscientious. But the 1st line support teams based offshore are being torn a new arsehole every time their first-time fix rate drops, so they keep people going through the same tedious script over and over and over again.
Re: LLU win
The product that you're receiving via them is exactly the same product that TalkTalk residential customers receive. You're on the same network.
The only difference is you don't have to deal with TT customer service.
Note to copyright holders
This is how you address piracy - you make it easier and quicker to consume content via your means than via BT, newsgroups or any other source.
Re: Please, US, just come and get him *now*
Yeah, why would a European country extradite someone to the US just because they tell them to? That's inconceivable.
For anyone thinking this is a bad thing...
..here's a good example of how Zynga are not just guilty of the normal genre bandwagon jumping that is rife in the games industry.
Tiny Towers is the original indie game, Dream Heights is the later released Zynga version.
Zynga deserve everything they get.
Re: Zynga @ 3rd August 2012 20:57 GMT
Also, if you have a look at the filing it's full of hilarious things like Zynga using the same RGB values as the Sims game for all the characters' skin tones.
Zynga don't jump on genre bandwagons, they wholesale rip off entire games, down to the order that options appear in the menus, the interface design, and getting their sprites to look as close as possible to the inevitably better indie game that they're ripping off. They deserve to be bankrupted entirely and hopefully this will do it!
Never thought I'd say this but COME ON EA
I love all things gaben, but don't kid yourself - the real winner will be Valve, because they'll continue to take a cut from every Steam sale that doesn't get made via Microsoft's app store.
"IT is the business..."
"...and the business is IT", as so many ITIL trainers are fond of saying
What does a "low latency upgrade" consist of?
Re: The incident whatsoever?
Because a clueless blogger started posting screenshots of his LinkedIn account, with his full name, claiming that he had something to do with the incident.
Followed up by a supposedly reputable IT news website posting screenshots of his account.
The whole approach to this story from El Reg has stunk, unfortunately. Very Daily Mailesque, from the immediate finger pointing to India to the vindictive move of printing entire extracts of some poor sod's CV - who for all they know had absolutely nothing to do with the incident whatsoever.
Definitely not the vulture's finest hour.
"And although RBS denied it, The Reg uncovered that the person responsible worked offshore – in one of many positions sent abroad as part of wide-ranging outsourcing to cut costs and so-called efficiencies."
No you didn't, you uncovered that other people who work on CA-7 are based offshore. You've got no actual proof that the person who buggered this particular change was offshore, onshore, or on the moon.
comfortable behind the pseudo-anonymity of their Fawkes masks...
...as opposed to the lack of pseudo-anonymity that comes from using a name like "perlcat"?
What difference does it make if people are using AC, there's valid points being made here.
If a company uses this interrogation approach then all it will result in is
a) more and more lying after incidents because everybody's terrified they'll get fired for trying to do the right thing but cocking it up;
b) a culture of constant blame shift in a desperate attempt not to have a consultant finger one of your team, and
c) Dominic's pockets getting fatter and fatter.
I'm a major incident & problem manager and in our root cause reviews I don't give a shit which individual caused the incident, I just want to know what is being done by the relevant supplier/operational team/etc to ensure that a similar incident doesn't occur again. Whether that's tightening access rights, training, documentation, or whatever else. Blaming one person and shitting up the entire IT staff while you're working out who to blame doesn't help anybody. Except Dom obviously.
Re: This will be good if ...
It means buying a new box
Re: anonymous pedantry
"Type" is singular.
Otherwise, good post!
Re: Seven questions for the ICO to answer...
They're an embarrassment. They're completely unable to act unless a foreign regulator shows them up by actually doing their job properly. They focus on rinsing public bodies for hundreds of thousands and completely ignore the most flagrant disregard for privacy law by private companies.
I like the journo's strategically placed hand to hide his burgeoning erection
"When the promotion was selected, consumers were directed to share the promotion on their Facebook page and enter “Thanks” in the comment section."
So not only scamming people but making them thank you for it as well? Impressive set of balls on these people.
So if you need to check your bill online it's probably best to do it now!
Re: Well Well
Ahh, bless. It's always sweet when someone misses the point completely and makes themselves look like an utter tit
The FBI/UK police call..
...wasn't access to that found to have been deliberately leaked to Lulzsec via Sabu The Informer?
The usual argument
"It's just like Google"
Except he categorised search results by the names of TV series, or films. Exactly the same reason why Newzbin arguing the same thing doesn't work, because they had categories like "PS3 games" and "Windows applications". It's clear that the aim of both sites was to facilitate the accessing of copyrighted material without paying, even to an idiot.
If they weren't so fucking organised these warez sites would be untouchable
Is there anywhere that offers the same experience as downloading a film illegally, for a fee? As in a file that you can keep, transfer to whatever device you want, watch in whatever software you want, without adverts?
If there was somewhere that offered this for a reasonable price (ie a couple of quid per movie), then piracy wouldn't be an issue at all, and the content producers would make billions off it.
...just been released! £255 from Clove : http://www.clove.co.uk/sony-ericsson-xperia-pro
How have you managed to give a phone that hasn't been released yet 85%?
S4 says that CPs are obligated to retain the data - the data is generated during the actual communication. So surely "retaining" in this sense is the actual act of logging?
ie, the user's actions are generating the data, which is then being retained in logs
...except that Goonswarm is affiliated with SomethingAwful, not 4chan.
Goons - SA
Anons - 4chan
Why are you sending out internal incident updates?
Word on the street is...
There's been some suggestion that rather than being a response to any sort of direct attack, Sony have brought down PSN due to the release of a custom PS3 firmware called Rebug, which gives you what is essentially the development firmware. Amongst other things this gives you the option to perform a "quick sign up" to PSN, bypassing a CC check, and bypassing the payment steps for grabbing any content off it. There's various videos of it in action on YT.
Rumour is they've brought down PSN to bork things for the rebug users.
This is also hitting their MVNO customers, our contact centres are getting hammered from pretty much all our mobile customers.
What's a little concerning is we've just had an email saying their MVNO incident mgt desk is now knackered and we've been given a mobile number as an altwrnative..
Is it me...
...or has this died already?
i've never understood why the way in which skype displays conversations in their entirety, in real-time, on both (or however many) PCs that are logged into a particular account hasn't caused more uproar
eg if i log in to Skype with the same account on PC1 and PC2, and then start a conversation with 'Dave' on PC1, that conversation is displayed & updated in real-time on PC2 as if I was using it. coupled with it not telling you when you're logged in at multiple locations, I'd have thought that would be a massive security concern.
O2 as well
O2 have 117 cell sites down across london due to this, if anyone's interested!
Easynet are affected too
Easynet are reporting their Paddington, North Paddington and Marylebone exchanges down due to 'flooding'. A little overexuberance on the part of the fire brigade?
"Come back Capita, all is forgiven
At least that system worked."
It really, really didn't.
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