We all know how great it feels to be in the zone. When we're in so-called "flow state," a concept popularized by Hungarian psychologist Mihaly Csikszentmihalyi, it's like we're invincible: Growling belly, exhaustion, and our fears are no match for us.
You just got home from work. You drop your keys near the door and head toward the kitchen when, suddenly-you hear something wailing. Your phone. You cower in a corner and wait. After an eternity, the caller gives up. The howling brick is once again silent; you switch that ringer off for good measure.
Mr. Cratchit, a friendly frog who manages a team of rats, looks around at his colleagues scribbling at their desks; they look back at him. He nods and proceeds towards Scrooge. "Tomorrow's Christmas," he observes, waiting for the man to understand. "How much time off is customary. Mr. Cratchit?" "Uh.
iTunes grew from a simple idea: if you make it easy for people to buy and access content they like, they will pay for it. The point being, people value an effortless experience.
Twitter recently bumped their character limit from 140 to 280. Leading up to the change, Twitter hinted that they were considering increasing the character limit, but they remained coy about anything definitive. When the update to 280 characters finally became official, they remained vague about their timeline and scope, saying only that they " are rolling the change out to all languages where cramming was an issue."
Brushing up against the limits of what can be fixed is a rite of passage every support agent experiences. Some accept these limits, or rationalize that working on a longer-term solution takes time away from solving more immediate problems. Many support leaders pine for access to engineers who can build bespoke solutions.