Broadband and Me

On a more positive note...

I've just spent 2 days at one of the ntl call centres (in Swansea to be precise). Some really good people there, very positive and enthusiastic about helping customers (although ntl doesn't make it easy for them).

I was holding a couple of workshops to improve the content we have online to help customers. The website Help is not as good as it could be in certain areas and hopefully over the next week months it can be improved.

The Internet product help has recently been updated (and continues to be maintained on a regular basis now) so its about time the other areas were refreshed with something more useful.

It was also very interesting (though not surprising) to note how much information call centre agents are expected to know and how much they actually do know. Putting my knowledge management hat on, its easy to say that a lot of good work could be done very quickly and simply to improve the situation. I see no reason why not to give it a go post holidays.

By the way - anything useful you would like to see up within ntl help sections - put something on the comments and I'll add it to my list...