In too many organizations, training is the poor relation to purchasing. Yet if it's done properly, good staff training offers a bottom-line return on investment greater than almost any other investment. This concept is increasingly popular. At the Support Services and Customer Relationship Management expositions in San Francisco last month, several companies offered services that train support personnel on the people aspects of support rather than on the technology itself. The number of companies with those services seem to be growing.
Technical staff are often too quick to apply a technical solution.
The database isn't fast enough. You can throw money at the server hardware, add a RAID array, increase the RAM, or buy another processor or three in that situation. It might be, but on the other hand, an hour-long presentation to staff members about how to optimize their search strategy could produce greater benefits. Several years ago we had a client in the insurance sector. The IT division had many problems, one of which was poor staff performance.