Silicon Investor (SI) -- The First Internet Community

STOCKTALK

We've detected that you're using an ad content blocking browser plug-in or feature. Ads provide a critical source of revenue to the continued operation of Silicon Investor. We ask that you disable ad blocking while on Silicon Investor in the best interests of our community. If you are not using an ad blocker but are still receiving this message, make sure your browser's tracking protection is set to the 'standard' level.

Non-Tech : Quote.com QCharts -- Ignore unavailable to you. Want to Upgrade?

To: Matthew L. Jones who wrote (5340)	1/5/2000 10:44:00 AM
From: paulr1	Respond to of 17977

Matt and David, I agree entirely. A web page with status updates is in the works, and, yes, we need to be more pro-active in addressing issues with our clients. This is one of the top three issues, priority-wise, here at Quote.com along with added capacity and an upgrade of our feed from our data vender. Having said that, may I also put forth that improvements to the CSD (new hires, better web resources, etc...) take some time to get up to speed. The thought of funneling 600 - 800 calls a day through a tech receptionist would not work (you think hold times are bad now) but we have restructured how calls are routed, pulling billing questions and subscription inquiries out of the general queue. I've also found that since it has been so difficult to get through to us, people have tended to save up all their questions for the one time they do get a live body, and the calls are longer. I understand this, but it does not make the situation better. The new management is committed to improvements, but the change that has to take place and improvements that need implementing will take some time to gain momentum and have a noticeable effect to the outside world. Hey, I'm like you guys (and gals), I want the staff doubled yesterday, capacity tripled last October, and the ability to answer calls on the first ring today. Since I cannot will this to happen immediately, I continue to do what I CAN to help people out and try to improve the process. Additionally, I'd like to comment that this list has an incredible group of participants. The willingness of people to help each other out and make suggestions on improvement has impressed me to no end. Even in such trying times as these, I think that as a whole the group has been constructive and civil, and my hat's off to you. ~Paul