October 2013
Intermediate to advanced
224 pages
7h 58m
English
book
Being Agile: Eleven Breakthrough Techniques to Keep You from “Waterfalling Backward”
by Leslie Ekas, Scott Will
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Customer Support Teams as Stakeholders
In agile, customer support teams (support) now participate in the overall development process as stakeholders for the products they support. As such, support still works with the development organization to raise requests specific to support, but they now do so using user stories, for example:
As a customer support engineer I need the ability to automatically analyze trace dumps for error conditions so that I can respond to customers during a call instead of calling them back after a manual review.
As a customer support engineer I need the product to automatically upload a log file to the Support website when an error is detected by the product so that I don’t have to ask the customer to manually do so when ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.