Re: The Limits of Training

[Todd Walton <tdwalton -at- gmail -dot- com>]

On Mon, Feb 16, 2009 at 9:45 AM, Victoria Wroblewski
<victoria -dot- wroblewski -at- eagletest -dot- com> wrote:
> There will always be people who will call with questions that
> could be answered if they spent two minutes looking on their own, and
> there will always be people who call repeatedly for the same simple
> issues.  These people apparently want to sit on hold for 15 minutes to
> solve a problem that could be solved in 60 seconds.  You're not going to
> convince these people that they don't need to call.

The thinking among some is that the number of people willing to use
self-help will increase for a while to come, because the workforce is
still comprised mostly of pre-Internet age groups.  Younger people are
used to loading up the web browser to get their questions answered.

Or so the theory goes.

-todd
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