I’m looking for brevity today so let’s see who can tell us what it’s been like at PlusNet today without writing a novella..

First up is Peter in the CSC who’s been pestered by bad musical renditions by the sounds of it:

It’s been another fun packed day in the CSC. The song that our Manager has been bugging us with today is Roxanne by Sting. We’ve been hearing it every few minutes for the past 8 hours. He’s saying it’s “Too Shy” tomorrow, OH JOY!  (sheesh!  That’s nasty - Ed).

Service has been good today with the CSC on 80% call answer rate with 1359 calls offered and 1091 answered at the time of writing this.

On an extra positive note it appears to have not rained all day - Typical when we are in work and it has done nothing but rain the past few days. Ah well, on with today’s top 5..

1. E-mail. The biggest call volume today has come from our earlier problems with the e-mail server. There were big problems (but soon fixed) with authentication. Also had a lot of customers calling to configure their e-mail clients.
2. Router Setup. Customers ringing in to set up new routers and also routers that lost their login details. Also had a lot of enquiries about Voyager 2091 deliveries.
3. Fault Updates. New faults, existing faults and even old faults being discussed today. We have been escalating as usual to the relevant departments.
4. Sales. At the time of writing this we have had 170 sales calls. It’s great to see word keep spreading.
5. Spam. I put this at number 5 because there have been a few spam calls and tickets. Mainly for customers who haven’t checked their e-mail for a while.

From all in the CSC have a nice evening

Selected highlights from QA from EOD regular Catherine:

The sunshine continues in QA today, as we’re past the most depressing day of the year and I’ve had The Trashmen’s catchy classic ‘Surfin’ Bird’ stuck in my head all day, making me think of sun, sand and surfing. (“well, everybody’s heard about the bird” - Ed).

So: I’ve been working on referrals again, learning lots about the process. I’ve also been working more closely with Networks which I’m really enjoying.

Kelly has been: keeping an eye on the community site and taking part in the forums.

Gavin has been: not here, and so Tom in the CSC has been giving us a hand with problems in his stead.

Matt B has been: The Gatekeeper again, employing The Key to our rollout system to manage the never-ending queue of problem fixes.

Nigel has been: spot checking accounts in the next phase of the Madasafish project.

Paul has been: taking his project ever closer to rollout and listening to Kurtis Blow.

Gary has been: using his database sk1llz, writing test plans and complaining that everyone’s being too healthy now!

And it’s still only Tuesday. Phew!

Here’s James in Comms with his EOD (short and snappy I said, but hey this is good stuff anyway!):

It’s been another busy day here in the Comms Team. We’re of course in a joyous mood after experiencing the first day without rain in three weeks and getting on with our daily roles.

Chris tells me that he’s been mainly working on his customer satisfaction survey blog, posting on the forums and dealing with some personal tickets.

We’re glad to have Mand back and it’s good to hear that she’s feeling a lot better than yesterday. She’s been looking after Dev change controls, catching up on project updates, dealing with some personal tickets and handling a number of internally raised problems.

Bob’s been keeping himself pretty busy too! This morning he spent most of his time updating service status messages and dealing with some network related problems and change controls. This afternoon he’s mainly been dealing with forums and our USENET groups and continuing the Postini discussions.

I meanwhile, spent the first half of my day either in the Content Team Workshop, where we look at the quarterly objectives for our support pages, or sitting on the Products Pod, which was actually rather quiet today. This afternoon I’ve been sitting with our Customer Care Analysts. I’ve been dealing with a couple of speed related problems, posting around on the forums and attending a couple other meetings.

I’ve also been trying to convince a few Wednesday-ites that the biggest game of the night isn’t actually Wednesday vs. Derby. When I get out of here I shall be cheering on Super Aaron Lennon and the Almighty Tottenham Hotspur as they annihilate the Evil (and lucky) Arsenal. Come on you Spurs! Betfair says we’re favourites so they must be right! (Always the optimist).

Darren in Products has drawn the short-straw as usual:

Today’s been very busy as two hardware suppliers came to visit; it was interesting to see that both had completely different approaches to pitching a product. Maria was forced to work from home today due to road closures; she completed some work for BT Regulatory for a meeting with OFCOM on Thursday and has gotten in touch with our account manager at Openreach. Dave’s been working on the Ellacoya speed profile audit and lots of tickets. Finally Shaun has been number crunching again, working on usage and churn analysis.

Here’s Ben in Development to tell us about today’s world of coding:

So, I am privileged enough to have been hand picked (err.. nominated) to do the Dev EOD today. Amusingly enough, Andy B also mentioned that along with my nomination he had been given a shortlist of excuses as to why he had got this far across the room. My heart goes out to the pour soul that has ‘got finger cramp’. It must be so painful. Other excuses include, ‘On a P1′ (I suppose that’s a good enough one), Working on a ’secret future development’ (I’d love to know what that is!), ‘Am rubbish at it’ and ‘I just don’t have the time’. (Pitiful - Ed).

Here on the Remote Dev team we get to play with lots of nice new tools that hopefully one day the rest of the department will be able to adopt. The one (not so new tool anymore) that I am most enthused about right now is Subversion. Even though I have used Svn in the past (a lot) I have never actually used it with so many developers on two different continents! The power of version control tools really comes into its own in this situation and I am looking forward to find the next tool we can use to boost our own productivity.

Robert’s day has been a little different. He’s never used Subversion before and although it’s *usually* quite intuitive, it can get quite messy when your merging branches and resolving conflicts in our code etc… But the change he’s made to one of our internal tools (Meeting Manager) will all be worth it!

I haven’t seen much of Rowan today - he’s been AFK for most of it in meetings and catching up on documentation that didn’t get done due to spending all of last week in India.

Another EOD regular, Martyn from Marketing:

Another varied day in Marketing, with lots of different stuff going on. We’ve been on a fact-finding mission today to learn as much as possible about Madasafish, did you know that the Madasafish fish is called Lionel? (yes, actually - Smartypants Ed)

We’ve also been working on flyers for a forthcoming promotion with Sheffield Wednesday (for anyone who doesn’t know, we sponsor the Wednesday kit). The £30 referrals offer ends soon, so we’ve sent an email encouraging people to move fast and get those last few referrals in. Chris has also been working on more PR stuff and preparing for the big FA Cup match tonight. Ciao for now!

“.. everybody knows that the bird is the word..”

Oh no.. it’s stuck in my head now.. And so much for brevity., never mind. Cheerio everyone.

P-j

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This entry was posted by Peter Jackson on Tuesday, January 22nd, 2008 at 7:04 pm and is tagged with and is posted in the category EOD. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a reply below. Pinging is currently not allowed.