I suggest asking if there is any seasonality to calls. Depending on
your client, they may have more products sold at a certain time of
year, need certain functionality/reporting help at tax time or end of
year, or get more calls when a quarterly upgrade occurs.
I also ask for reports or metrics - these are often broken out for
various tiers in support levels (Tier 1- simple answers; Tier 3
complex, technical follow-up).
I ask manager how their team is measured for success or performance?
This could impact their approach to their work.
What work arounds they have developed or learned form a co-worker.
What work seems redundant or should be simpler?
One presenter at UPA mentioned asking about what others have a
problem with so you deflect the discomfort the intervieweee may have
with telling a less flattering story.
I always ask for copies of cheat sheets or locally saved
documentation that is better handled as version controlled/open
documentation and I watch for sticky notes.
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Posted from the new ixda.org
http://www.ixda.org/discuss?post=43265________________________________________________________________
Welcome to the Interaction Design Association (IxDA)!
To post to this list .......
discuss@...
Unsubscribe ................
http://www.ixda.org/unsubscribeList Guidelines ............
http://www.ixda.org/guidelinesList Help ..................
http://www.ixda.org/help
