Too many techies get a bad rap for lacking teamwork and communications skills. The stereotype is that while techies are great at what they are trained to do, they cannot parlay their knowledge onto others. Because of the stereotype that techies cannot communicate, they also can be stigmatized that they lack adequate teamwork skills. So, what are the chances of two Helpdesk teams communicating with each other to successfully form one team while not compromising customer service?
Does this plan initially sound like an enormous task? Does it sound impossible? Not if you were lucky enough to have been on such a dynamite team like mine.
In 1997, I started working at the Ameritech Advertising Helpdesk, which was supporting Yellow Pages Salespeople, Artists and Data Entry from Michigan, Indiana, Ohio, Illinois and Wisconsin. When Southwestern Bell Corporation acquired Ameritech in 1998, procedures started to change. Ultimately, The Ameritech Advertising Helpdesk became the SBC Yellow Pages Helpdesk and we were to support clients not only in the five-state Great Lakes region, but clients in other regions in which SBC resided. SBC had Yellow Pages clients in the east in...
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