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Latest from bryanouellette

  • Three-step method helps keep frustrated help desk callers calm
    CXO

    Three-step method helps keep frustrated help desk callers calm

    Irate and frustrated customers are a normal part of life on the help desk, and one veteran support pro has a three-step method for dealing with them: Be quick, be direct, and be gone.

    bryanouellette
    Published:  June 24, 2003, 12:00 AM PDT Modified:  June 8, 2007, 9:43 AM PDT Read More See more CXO
  • How to identify and recruit power users
    CXO

    How to identify and recruit power users

    Tech-savvy souls are probably already dispensing help to users in your organization. Here?s some advice for recruiting and formalizing relationships with power users to assist your support staff.

    bryanouellette
    Published:  May 5, 2003, 12:00 AM PDT Modified:  June 8, 2007, 9:41 AM PDT Read More See more CXO

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