Getting Started with Android Development

I wanted to try my hand at Android development, but the "all in one" package from the android.com site didn't have everything i needed. After some searching on various forums, here's the most fool-proof way to get started in 3 easy steps:

1. Download and install the latest Java Runtime Environment from here:

http://java.com/en/download/manual.jsp

2. Download and install the latest Android SDK from here:

http://developer.android.com/sdk/index.html

3. Launch eclipse, then start following the tutorials here:

http://developer.android.com/training/basics/firstapp/index.html

Good luck, and happy coding!

Improving Average Handling Time (AHT)

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  Average Handling Time is a key measure for all call centre professionals, from the call taker to the helpdesk manager. Higher level management often look at AHT to see how a contact centre is performing. From a call takers point of view, it can mean make or break when it comes to performance reviews. It's not just about trying to talk or type really fast. In fact, trying to do that usually results in poor performance because you're likely to jumble your words or make typing mistakes!
  
  Improving your AHT will show your manager that you are efficient, focused and determined at doing your job well. Here's 7 tips from my own experience as a helpdesk analyst that that are sure to impress your manager in your meeting:

1. Focus on the call: Distractions can come from all angles. The joker sitting next to you, gadgets in your pocket, even your web browser. All these things can eat into your handling time. The key is to ignore them - sit away from distracting people, turn off your phone, get off facebook. Give 100% attention to resolving the call in the shortest possible time with the best customer service you can give.
   
2. Use available tools: I recently observed a variety of our helpdesk analysts and found one of the major factors contributing to AHT was whether or not they used tools available. Scripts, macros and web browser favorites made all the difference. Why follow an eight step process when a macro was written to do the same thing? Can you write a script to gather consistent information from common calls? Have you saved commonly accessed documentation as a favorite? Knowing your tools and having them one click away can shave precious seconds from each call you take.
   
3. Type as you talk: Keeping the record updated during the call is key not only to improving your handling time, but also lifting the quality and level of detail in each call. The more you practice typing as you talk, you will find that not only will your AHT improve but there will be less silent awkward moments on the phone.
   
4. Take advantage of "dead air": The next time a customer places you on hold to look for their policy number or perform troubleshooting, start typing away at the keyboard. Remember to keep your hands on the keyboard to remind you to type, type, type! Take this opportunity to update your record keeping system with everything that has happened so far instead of rushing at towards the end of the call. The record will be complete, up to date and you will be mentally prepared for the next one.
   
5. Jump to the next call: Most contact centers measure their average handling time by adding talk time, hold time and a grace period together. This grace period is typically 30 to 60 seconds and is used to allow call takers to "tidy up" the record if needed. If you don't need it, show urgency by requesting for the next call to come in. This technique works extremely well for short easy calls. Let's say you dealt with a password reset taking two minutes with 1 minute tacked on the end as a grace period. Jumping to the next call and taking off that grace period just improved your AHT by 33%. Well done :)
   
6. Effective questioning: Asking the right questions to understand the problem will always lead to faster AHT. But what are the right questions? This would vary depending on the nature of your call center but in general, use open questions that will get your broad answers first such as "What do you mean by not working?" or "What have you tried so far?" instead of using closed questions that get yes/no answers like "Did you check the cable?". By using open questions, you'll be able to get the big picture and then start to probe deeper with closed questions.
   
7. Keep learning: Sometimes AHT simply comes down to being familiar with the issue or query being reported by the caller. If you know your stuff, naturally you'll be able to solve it faster. The only way to get familiar is taking on a mentality of continual learning and improvement. After your calls for the day, think back on a few where you didn't feel confident and ask yourself why. Was there no documentation? What questions should I next time around? What could I have done differently?
   
   When there is no outstanding work between calls browse through fix documents, ask your supervisor for tips on tricky calls, or write new fix documents to help your fellow team mates.

Travel Tips

I haven't travelled as extensively as some, but after after visiting my fair share of countries there's always a few things I always recommend people do whenever they go overseas. Here's a collection of 10 tips that i hope will help you on your next adventure and maybe save some money!

1. Bring a power board - Instead of having to charge one device at a time or bring multiple power outlet adaptors bring one adaptor per country and a power board. That way you can charge your mobile phone, laptop, etc. all at once.
   
   
2. Clip the "earth" terminal from your power outlet adaptor - countries like USA, Japan and Philippines don't use the earth terminal in their outlets as much as Australia does. Solve this problem by clipping the earth terminal from your adaptor. That way, you can insert 3-pin power plugs into the 2-pin outlet.
   
   
3. Keep photo copies of passports and airline tickets in each luggage - saves the hassle in the event of loss. makes it easy to show to hotel staff when checking in too.
   
   
4. Utilise the hotel safe - If you are traveling with cash, keep the bulk of it in the safe and take as you need as you go out. Not only will this minimise the results of theft, could save you from unnecessary spending!
   
   
5. Stock the hotel minibar with your own drinks - Don't care too much for a 5 euro coke? Neither do I. If the minibar doesn't have sensors, i recommend emptying it out and filling it up with goods bought from a local supermarket and saving your cash for other things.
   
   
6. Book hotels just outside city centre - They are cheaper and will allow you to explore less touristy areas off the beaten track. Since they are away from the tourist attractions, restaurants are usually cheaper too. Eurostars central in Munich is a perfect example - Brand new 4 star hotel, around the corner from a metro station which got us to the centre of munich in less than 10 minutes.
   
   
7. Bring a laptop - If weight allowanges allow it, the laptop can be the most useful piece you bring with you. Most hotels offer complimentary wifi access, if not there's bound to be a cafe nearby. It has been a life saver in terms of managing my bookings, saved money by finding local specials, referring to wikitravel, and of course google maps!
   
   
8. Take part in walking tours - Tour buses are fine if you are in a rush, but it doesn't give you the same appreciation as a walking tour. In europe, Sandemans New Europe tours are highly recommened. If ever find yourself in Nara, Japan, the goodwill student guides are the way to go. The goodwill guides can be booked in advance, or on the day like i did at the Nara tourism office. Johnny Hillwalker in Kyoto is legendary.
   
   
9. Spare batteries - Get them for your phone and camera. Personally, I have three batteries in total for my Fuji F70EXR. I bought two extra generic units from ebay with higher capacities that the orginal that it came with. The last thing you want it to run out of juice during a holiday!
   
   
10. Relax and Enjoy the holiday - Things won't always go to plan with museums, itineraries etc. Just remember the fact that you are away from the usual hustle of life, and enjoy the small things. From all the things that I've enjoyed on my overseas trips, the fondest memories have been the interaction with locals, watching their way of life, and being away.

Got a tip of your own? Feel free to add it to the comments and share them!