The work madness goes on. Every member of our team is so overloaded with urgent work that we can’t get to the ongoing matters we need to deal with. Part of our brief is training: we can prevent escalation of serious problems to us, by training the phone support people on the products and the things that can go wrong with them. This helps them resolve problems more quickly, and even prevents escalations. It’s a vicious circle – we can’t reduce escalations through training, because we have so many escalated cases to deal with. When we do get round to training, we find that people are prevented from going or even pulled off, because they can’t afford to lose the phone support staff for the duration of the course. Madness, I tell you.
Finally finished Red Storm Rising last Sunday – better than I remembered it, though you can clearly see the literary collision between Tom Clancy, the nominal author, and Larry Bond, the war games expert who played out the campaigns with Clancy. Bond later went on to write books of his own, such as Vortex, about a war in South Africa, and Red Storm Rising has reportedly been used as a text book in some military schools. There will soon be a new computer game based on an evolved version of his war games – Harpoon 4. One to watch out for, I think.