Idea: Tracking support costs

It would be sweet to have capability within a support ticketing tool or CRM to track the “cost” of a given client or topic. When the agent logs a transaction, they’d record their perceived cost to the transaction. The system would capture this information against client, topic, and type of support. A type of support might be “one-on-one” or “workshop.”

Obviously the former is a lot less efficient way of supporting. If the system logged this information, it would be much easier to see when we’re “in the red” for one-on-one support, and that we should host a workshop for a given topic.

Software I use, January 2011 edition

CUNY provided me with a new Mac Pro, check out these specs baby, so I thought it might be neat to document what it takes to set it up from scratch.

For the last six months, I’ve been working regularly on four different Macs. At home, I have a MacBook and an iMac, and at work I’ve had a MacBook Pro and an iMac. To keep the system environment similar, I’m a reluctant user of MobileMe. It has its downsides, but it’s really the simplest way to sync everything from my contacts to the icons in my dock. For some applications, I’ve noticed it will even sync your license. Authenticating the machine against MobileMe is the first step I take.

Google Chrome is my browser of choice. I trust Xmarks to keep my small selection of bookmarks in sync across browsers and across machines. My homepage is “about:blank.” Once I have my browser set up, I download Dropbox so I can start restoring my files and other application-specific preferences. As of today, my Dropbox is at 41.1%, or 21.2GB. It’s good to install Dropbox early so it can start pulling data down. Dropbox also installs Growl, a system notifications utility, which is nice because I use it for other applications. Continue reading “Software I use, January 2011 edition”