| > They aren't playing Tetris ignoring the queue. Nobody said that. > likely the front-line staff are overwhelmed Which means that the company knowingly and intentionally decided to skimp on support, or have other policies which lead to their staff being overwhelmed. > don't know how to cut through the corporate hoops/politics to find and deliver the fix Which means the corporation decided to skimp on their training and or efforts to streamline the issue resolution. > and/or too shy/embarrassed to admit ignorance and having to pass it to the higher-ups for someone who knows how to fix things Same as above. > It's more likely going in circles because they want to resolve it within their levels without having to escalate it. And why is that? Ah yes, because the company knowingly and intentionally set the incentives as such. I don’t have a problem with the front line support. They are just humans like you and me. But I will have zero pitty on companies who under allocate resources to their problems and then try to hide behind their overworked support line as some meat shield. |