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Future of Remote Contact CentersFuture of Remote Contact Centers

How have contact centers enabled remote operations during COVID-19—and will teams stay remote-first when pandemic restrictions are lifted?

If you are a current SAP customer, when do you plan to migrate to SAP S/4HANA?

Top Answer: No plan to migrate soon.

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If you had a magic wand - what's the #1 daily business challenge you'd eliminate?

Top Answer: Without a doubt - Technical Debt! It's a ball and chain that creates an ever increasing drag on any organization, stifles innovation, and prevents transformation.

What are your thoughts on SaaS management platforms (SMP)?

Top Answer:

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Do you know all of the devices on your network?

Top Answer: Knowing everything on the network and where they were was a big thing at a number of the other companies I ran, and it was poorly done in some cases. You started to need to air gap things off but if you air gap, it's going to be even more difficult to find some of those things on the network.  None of the companies that would allow me to do that let me find all the things on the network and what they were dealing with. And then the engineering networks would say, "You can't get in there. We're separate," but then some of the things would come from the engineering networks first. So it was a big issue. That's why I actually started doing more microsegmentation. I won't say I was an Enterprise Certified Netware Engineer (ECNE), but I do remember some of that stuff. I literally had some of the group walking around with laptops into these segmented areas to do some of the testing, because that was most effective.

How can IT be impacted by a private equity acquisition?

Top Answer: It's getting more complicated, because now we're seeing that there are acquiring companies that struggle to rationalize their acquisitions. There's one portfolio company that’s an amalgamation of 16 acquisitions and counting. To call them loosely coupled would be generous. The individual product owners that came in via acquisition have limited knowledge of their counterparts and the one person heading up global infrastructure and operations is told to rationalize all this stuff when it's really a product challenge. But they're not willing to optimize as you actually have to invest now to save in the long-term. It's a race against the clock: Can they assemble enough acquisitions to spin it off and then make it somebody else's problem? But that's an extreme case. There are others who have a growth mindset, want to invest and they see that with a little infusion, they can grow a business.

Does having a background in IT Support benefit an executive IT leader?

Top Answer: Help desk is where I realized that pretty much every single employee within your organization is your customer, because if your NPS scores are low then you can answer why it is low, what kind of a service you’re providing and why it’s not on par with industry standards.

What strategies should IT departments maintain focus on to provide internal customers with great service?

Top Answer: It’s about removing friction and barriers. One way we did that was shipping you a laptop—when you open it up out of the plastic you get that cool feeling. When you turn it on and put in your credentials, suddenly it recognizes that it's you, and all your birthright apps, etc., are already there. If you can produce magic like that, especially at scale, that's like marketing. It sends the message that we care about experience and we care about your time. And if you do need to call IT or get help, then it’s because you have an actual question, it’s not: "How do I set this up? How do I get on Slack?” It's all just magically there. When you double down on those experiences, you don’t have to say, "Hey, we love customer experience and it's in our DNA," you just see it. You see the quality in an Apple product or the ease-of-use of a Tesla and without necessarily marketing, it becomes viral.

How can IT leaders strike a balance between security and customer experience?

Top Answer: My approach is security by obscurity—I don't want anybody to notice it, except for the MFA. Anything beyond that, I don't want them even to see it. When I was at a former company, Fire Eye had a service where they sandboxed all your links, so I got Z-Scaler. I created scripts, etc., to auto-cure Z-Scaler when it broke so people wouldn't get disrupted. That was big because no matter how much awareness training we did, if I sent out a fake phishing email then everyone would click on it, so I knew they would click on a real one. Then I had a Rapid-7 tool that blocked impossible logins. It would tell me where somebody's logging in from, what they're logging in to, time, date, what kind of machine, etc. And I had a cloud access security broker (CASB) solution, where when somebody quit and they started downloading all their stuff out of Box, I would just cut off their account automatically if there was any anomaly from their normal daily behavior. All this stuff was automated, and nobody really saw it unless you were trying to steal.

What are the key components of great IT support?

Top Answer: You can tell good IT from bad IT. We've all been around it. But it's about the experience you can provide, whether someone’s interacting with a human or a robot. That's how you know where your IT and engineering group is. And during remote working the issues we’re dealing with have grown exponentially because now we have problems like, "I spilled another coffee on this device.” Our response is, "Great, go to an Apple store and we'll have it taken care of for you,” or “It's going to be drop-shipped, and all your data and everything has already been moved so you don't have to worry about that." That's how we create that magical experience, we put the customer first.