[Morrigoon]

BTD: the problem is, when it comes to "touchy-feely", our IT dept falls short. They're too short-staffed and too busy with big important projects to make themselves accessible on the ground level. Our agents need their hands held and their egos stroked, and there's no one to do it. And when they need something to work, they need it NOW, not in a few hours when IT gets around to it, or a few days, or however long it takes. Plus they have no faith in the system. They need a human being on the other end to tell them their voice is heard, and when their problem will be fixed (and if not right away, WHY it won't be right away). Many of them are not even tech savvy enough to fill out a support ticket (which are online and not difficult at all), they just know they need their phone to work immediately. And while in most corporations you could shrug and say they need to just deal with it, this is an industry where our employees are our customer, and if we can't keep them happy, they will go elsewhere and take their commission splits with them. So in the interest of retention, I try to be the go-to guy so the agents feel like someone cares about them and wants them to be as productive as possible.