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August 18, 2003 | Comments: (0)
All hands on deck
After countless attacks on its platform, you'd think Microsoft has some amazing, high-tech response system to manage the rush of support calls.
Well, that's partly true. Microsoft apparently has a sophisticated call center.
According to Robert Scoble, one of Microsoft's Windows evangelists and perhaps its most prominent exec in the blog-sphere, has revealed what it's like dealing with the Blaster worm:
I just got back from answering Microsoft support phone calls. Dozens of Microsoft employees are being trained every hour to help out because of the Blaster worm...
On the front of the room they ran a screen that showed how many calls were waiting, and how long they had waited to get to me. I don't want to talk about those numbers, but they weren't good.
Sounds like Blaster has hit Microsoft harder than your average Windows worm. It's also interesting to note that the company is roping in people like Scoble to help with this one. As anyone who's called a support line can testify, what really counts is the IQ of the person you ultimately speak to, not the call center technology. Seems the strategy at Microsoft now is all hands on deck.
Posted by Mark Jones on August 18, 2003 05:55 PM
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