“ After being a liaison between these two worlds long enough, you end up knowing more than anyone else on the team. When you have millions and millions of users that hit every button and link in combinations you would never dream of, then reporting the “interesting” outcomes of their explorations, these support agents become walking encyclopedias of the ins-and-outs of the site and with Flickr, there are odd edge cases waiting on every page. Having people on your team aware of everything the site does is huge. You literally can’t buy that or replace it or outsource it, though it appears that Yahoo thinks it can.
soxiam
"Boards don't hit back"
February 1, 2012
