There was that thread originally created about three weeks ago where it was criticised and I criticised it too. However, that thread seemed to be the kick up the backside the desk needed and although I haven't been online for a few days when I last was it had been busy for quite a number of days with 15+ in for hours on end.
It's only fair that if I'm going to criticise so openly I admit that I was wrong about management changes and that the desk seems to have turned itself around. Now I hope they can build on this and make sure it stays like it for a while. It was going through a bad patch which isn't the end of the world because after a while it was acknowledged and things got better :)

