Working Remotely and the Virtue of Aggressive Transparency. Simon writes about the value of aggressive transparency in a distributed team. Great structure for thinking about expertise and performance at work.
Tag: Simon Ouderkirk
Live Chat and Lean Manufacturing. My co-worker Simon ponders the similarities between live chat support and continuous-flow manufacturing. Beyond number of questions answered the piece which intrigues me is completed problem sets. In other words, define a complete customer problem set as ABCD. What percentage of live chats work through that complete set versus what percentage have the customer bail midway through? And, how does that compare to email support?