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The Internet is supposed to be the great leveler, giving everyone a chance to be their authentic selves. In the case of Online Support, this means that people are free to be their authentic, biased selves.
For years, while openly touting transparency, I was perpetrating a fraud. I was living under an assumed name - as a man - in order to ensure expedient compliance in Technical Support.
"Allan" was the top most requested agent, and his touch-to-close ratio was unmatched. "Heather", on the other hand, had a ratio 3 times worse, with the same exact answers. Problem was - they were the same person.
In this talk, we'll discuss the effects gender bias has in relation to technology.