Now, if you think about it, I *am* wrong.
you could find yourself looking for a new job at best, and looking out from a shallow grave in the middle of nowhere at worst.
So true. The biggest proponents of Scrum/Agile are the "instructors." It's just propaganda to make you think that Scrum really works. While it might look great to the MBAs and other execs, it just doesn't work in the real world, at least at any company that has a budget and wants to actually make a profit. I'm sure it would work beautifully on side projects, non-profit projects, etc... where you're not concerned about money, though.
Oh yeah, and a case in point on the GP's propaganda:
I no longer think of developers as professional if they fail to use these practices.
So, he resorts to telling programmers, basically, that they're not professional if they don't use Scrum. Trying to appeal to that person's guilt and shame. Sorry, but I don't fall for these "shame" tactics. Just a tactless, tasteless ploy to try and lure people to Scrum.
Ah, poor little ice bike with his tiny little five figure user id can't handle a little condescension on the phone.
Fortunately, it is impossible to adopt a condescending tone in a written exchange.
You just did it.
by Jack Handy...
I bet what happened was they invented fire and the wheel on the same day. Then, that night, they burned the wheel.
(Full Disclosure) Quote taken from: http://www.deepthoughtsbyjackhandey.com/
Right. If a rep is sitting around just waiting for the customer to finish typing, then that is very inefficient. I would think they should be handling multiple chats at the same time.
His responses should require minimal interaction. His first couple responses should either be completely automated, or at least copy/pasted. He should also have multiple troubleshooting steps and solutions ready to be pasted into the chat window. And, hopefully, his chat application should be able to at least paste images, which would really help guide the customer through the steps.
Further, the OP seems to forget how many times that either he or the customer has to repeat himself on the phone because he couldn't understand. Plus, you can't just fire off 5 steps for the customer to take at once while on the phone, like you can in chat. You have to wait until the customer is done with each step before moving on the next. And, of course, you can only talk to one customer at a time on the phone. A chat rep should be handling multiple cases at a time.
If you're not careful, you're going to catch something.