tag:blogger.com,1999:blog-8696186.post2382920536452791303..comments2012-02-09T03:30:14.351-04:00@TheSandyWalshhttp://www.blogger.com/profile/17478332939768000715noreply@blogger.comBlogger3125tag:blogger.com,1999:blog-8696186.post-21541756114886557452011-02-15T23:08:45.539-04:002011-02-15T23:08:45.539-04:00Oh how I have missed you Sandy!J9http://www.blogger.com/profile/08221773768341166251noreply@blogger.comtag:blogger.com,1999:blog-8696186.post-79068776625293516132011-02-14T11:34:04.498-04:002011-02-14T11:34:04.498-04:00Thanks for the feedback Micah. <br /><br />Rackspace got rid of their IVR and hired top notch people to run their data center technical support. They have remedied nearly all of the issues I outline in this article:<br /><br />http://www.rackspace.com/whyrackspace/support/index.php@TheSandyWalshhttp://www.blogger.com/profile/17478332939768000715noreply@blogger.comtag:blogger.com,1999:blog-8696186.post-38917512790840513562011-02-14T11:28:44.109-04:002011-02-14T11:28:44.109-04:00via @micah63<br /><br />Hi Sandy,<br /><br />I very much enjoyed the read! Thanks for putting it together. This is an area that is near and dear to my heart as I work in Tech Support. I am currently working on a piece of software that would help bigCo scale personal touch customer support.<br /><br />The problem as you noted is that most of the bigCo are Monopolies and as such, they don&#39;t have to care about support to make money, so they don&#39;t. But there are a lot of smaller companies with growth potential and they are going to run into this obstacle at some point. How do you scale human touch support? Worldwide offices, distance between developers and support, more complexity, tons of calls, etc. It&#39;s a big, tough, and very expensive problem. Hopefully I can help those companies out soon! Take care, thanks again for the write up!Sandyhttp://www.blogger.com/profile/09609915519064692107noreply@blogger.com