I recently had the chance to spend half a day with some customer service representatives (CSR) in one of my organization’s call centers, in order to get a better grip on their work and to see how they interact with the multiple systems available to them to better serve our customers. I didn’t answer any customer call (God bless them!), but I sat next to my assigned CSR with my headset...
I recently came across an interesting blog post from Adrian Reed. In his post, he argues that spreadsheets are evil and that they should not be used for any serious analysis in an organization (well, he’s not painting them as bad as this, but this explanation helps me to support my own post 🙂 ). Although I agree with some of his ideas, I think that spreadsheets, when they are well used, are...
Making sense out of chaos as a BA & UX specialist
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