What are the pros and cons of having a distributed workforce?
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no title4 years ago
I had to do a call center walkthrough for technology when I was at another company. I had to fly out to four call centers throughout the United States. When you have agents who are next to each other, they're hearing about various things. And I’d tell everybody, "Look to your left, look to your right. What do you hear outside of your scope?” For example: Maybe one team member hears about these doors automatically locking, but they also know their coworker just did an update. They can then connect the dots and figure things out.
A distributed workforce causes productivity loss for a security operations center (SOC). I can get greater productivity by having people sitting next to each other. One person can turn around and say, "I just got this phishing case" and another team member can respond, "Oh yeah. We have a campaign that's targeting us." It's harder to do that when you have people in different places. It’s a challenge to find time on the calendar for those people to talk about sharing a case. Those are some of the things that I take into consideration.