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 ....... disc...@ixda.org Unsubscribe ................ http://www.ixda.org/unsubscribe List Guidelines ............ http://www.ixda.org/guidelines List Help .................. http://www.ixda.org/help
