Aitp evolution of the modern day help desk - october 14th 2004

Evolution of theEvolution of theModern DayModern DayHelp DeskHelp Desk

Thomas (Pete) PetryThomas (Pete) PetryAITP NoVaAITP NoVa

October 14October 14thth, 2004, 2004

October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help

Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 22

Trivia Question #1Trivia Question #1• Who invented the Punched Card?Who invented the Punched Card?

• As early as 1884, As early as 1884, Herman Hollerith, an , an engineer from Columbia University had been engineer from Columbia University had been toying with machines – both electrical and toying with machines – both electrical and pneumatic – that could compile statistical pneumatic – that could compile statistical information. He entered his machines in a information. He entered his machines in a competition held by the Census Bureau in competition held by the Census Bureau in 1889 to determine which of all available 1889 to determine which of all available methods would be best for the next census. methods would be best for the next census. The Hollerith Electrical Tabulating System was The Hollerith Electrical Tabulating System was the overwhelming winner.the overwhelming winner.

http://www.agnesscott.edu/lriddle/women/hopper.htm



Trivia Question #2Trivia Question #2• What was the first computer bug and who What was the first computer bug and who

discovered it?discovered it?• Grace Hopper found a moth had landed in found a moth had landed in

between the solenoid contacts in the Mark between the solenoid contacts in the Mark II Calculator, a massive analog computer II Calculator, a massive analog computer at Harvard University, designed by Howard at Harvard University, designed by Howard Aiken. She removed the squashed moth Aiken. She removed the squashed moth and annotated her log book with an entry and annotated her log book with an entry (along with the moth fastened to the page) (along with the moth fastened to the page) that referred to the first "computer bug." that referred to the first "computer bug."

http://www.agnesscott.edu/lriddle/women/hopper.htm











Overview of today’s Overview of today’s discussiondiscussion

• The History of Modern Day Call The History of Modern Day Call CentersCenters

• Calls Centers of TodayCalls Centers of Today• Current IssuesCurrent Issues• Technological TrendsTechnological Trends• The Future of Call CentersThe Future of Call Centers



In the beginning …In the beginning …



What exactly is “the Help What exactly is “the Help Desk?”Desk?”

• Simply put – The Help Desk is: Simply put – The Help Desk is: Exactly that!Exactly that!

• Some one who “helps” youSome one who “helps” you• Developed in response to growth of Developed in response to growth of

ITIT• As technology grew, more and more As technology grew, more and more

people needed “help.”people needed “help.”



What exactly is the “Help What exactly is the “Help Desk?”Desk?”• As computers became more As computers became more

mainstream, and used by employees mainstream, and used by employees outside of the IT department, the outside of the IT department, the need to “help” non-technical need to “help” non-technical employees became critical.employees became critical.

• ““Technical” employees of another Technical” employees of another area of expertise also benefited from area of expertise also benefited from this support.this support.



What exactly is the “Help What exactly is the “Help Desk?”Desk?”• Use of computers spread from IT to Use of computers spread from IT to

finance, to sales, and other finance, to sales, and other departments.departments.

• Promise of increased employee Promise of increased employee productivity was overshadowed by the productivity was overshadowed by the increased need for technical support.increased need for technical support.

• Help Desk support became a Help Desk support became a necessary cost of doing business.necessary cost of doing business.



What exactly is the “Help What exactly is the “Help Desk?”Desk?”• Each advance in technology posed a Each advance in technology posed a

new hurdle for IT supportnew hurdle for IT support• First began supporting a few users on First began supporting a few users on

mainframe terminals and printers.mainframe terminals and printers.• Later, as the PC made it’s way into Later, as the PC made it’s way into

every office, IT formalized the every office, IT formalized the “internal/desktop support” help desk “internal/desktop support” help desk supporting multiple users on a supporting multiple users on a network.network.



What exactly is the “Help What exactly is the “Help Desk?”Desk?”• As the evolution of technology As the evolution of technology

progressed, employees introduced progressed, employees introduced laptops, printers, removable devices, laptops, printers, removable devices, docking stations, CD’s, PDA’s, and docking stations, CD’s, PDA’s, and wireless devices into the working wireless devices into the working environment.environment.

• Provided greater mobility, while making Provided greater mobility, while making good support more difficult to provide.good support more difficult to provide.



What exactly is the “Help What exactly is the “Help Desk?”Desk?”• The help desk therefore became a The help desk therefore became a

central call-tracking organizationcentral call-tracking organization• Smart business managers saw it as Smart business managers saw it as

the central service hub for the the central service hub for the management of all service issuesmanagement of all service issues

• Paved the way for Single Point of Paved the way for Single Point of Contact (SPOC) and One TouchContact (SPOC) and One Touch



What exactly is the “Help What exactly is the “Help Desk?”Desk?”• Other departments within the Other departments within the

business that needed call tracking business that needed call tracking and service software were prime and service software were prime candidates for utilizing the same candidates for utilizing the same service management applications.service management applications.

• Allowed managers to reduce cost Allowed managers to reduce cost and improve efficiency.and improve efficiency.



Central Call-Tracking Central Call-Tracking OrganizationOrganization

• Every department benefited from a Every department benefited from a single solution that reduced software single solution that reduced software and maintenance costs and and maintenance costs and increased return on their investment.increased return on their investment.– Facilities, HR, Payroll, BenefitsFacilities, HR, Payroll, Benefits– Purchasing, Shipping and receivingPurchasing, Shipping and receiving– External Customer SupportExternal Customer Support– Order Entry and FulfillmentOrder Entry and Fulfillment



The Evolution Begins … The Evolution Begins … • Transition from In-house to External Transition from In-house to External

Customer Support CentersCustomer Support Centers• Transition from Help Desk into Transition from Help Desk into

today’s Service Management today’s Service Management OrganizationOrganization



The Evolution Begins … The Evolution Begins … ContinuedContinued• Multi-Tasked Inbound Call CentersMulti-Tasked Inbound Call Centers• Outbound Telemarketing CentersOutbound Telemarketing Centers• Telephone based Market Research Telephone based Market Research

OrganizationsOrganizations• Proliferation of:Proliferation of:

– Best Practices … Best Practices … – Call Center Support Services … Call Center Support Services … – Standards, Software, Services and Vendors Standards, Software, Services and Vendors

……



Technological Technological DevelopmentsDevelopments

• Paper Based SystemsPaper Based Systems• Automated call logging and trackingAutomated call logging and tracking• Phone basedPhone based

– Voice Mail, Fax, Wireless, VoI, VoIP, ACD, Voice Mail, Fax, Wireless, VoI, VoIP, ACD, PABXPABX

• Internet, Web, Email, IM and ChatInternet, Web, Email, IM and Chat



TelephonyTelephony• Automated Call Distribution (ACD)Automated Call Distribution (ACD)• Computer Telephony Integration (CTI)Computer Telephony Integration (CTI)

– Sophistication of Call RoutingSophistication of Call Routing• Call Line Identification (CLI)Call Line Identification (CLI)• Universal Queue and Universal Agent Universal Queue and Universal Agent

(UQ/UA)(UQ/UA)• Multi-Site Routing (MSR)Multi-Site Routing (MSR)



Software DevelopmentSoftware Development• Microcode and FirmwareMicrocode and Firmware• Real Time Processing SoftwareReal Time Processing Software• Systems SoftwareSystems Software• Command and Control SoftwareCommand and Control Software• Telecommunication SoftwareTelecommunication Software• Scientific SoftwareScientific Software• Process Control SoftwareProcess Control Software• Business and Business Automation SoftwareBusiness and Business Automation Software



Best Practices in the Best Practices in the IndustryIndustry

Industry-proven ways to standardize Industry-proven ways to standardize their processes and manage their IT their processes and manage their IT environments, such as:environments, such as:

• Customer Relationship Management Customer Relationship Management (CRM)(CRM)

• Supplier Relationship Management Supplier Relationship Management (SRM)(SRM)

• Customer Satisfaction Index (CSI)Customer Satisfaction Index (CSI)• Service Level Management (SLA/OLA)Service Level Management (SLA/OLA)



Process DevelopmentsProcess Developments• Incident ManagementIncident Management• Problem ManagementProblem Management• Crisis ManagementCrisis Management• Change ManagementChange Management• Configuration ManagementConfiguration Management• Capacity ManagementCapacity Management• Release ManagementRelease Management• Component Failure Impact AnalysisComponent Failure Impact Analysis



Standards DevelopmentStandards Development• CobiT, CMM, CMMICobiT, CMM, CMMI• (BSC) Balanced Scorecard(BSC) Balanced Scorecard• IT Infrastructure Library (ITIL) – UK BasedIT Infrastructure Library (ITIL) – UK Based• BS15000 – Worlds first standard for IT Service BS15000 – Worlds first standard for IT Service

Management (also UK based)Management (also UK based)• ISO 17799 – Global Standard based on ISO 17799 – Global Standard based on

BS7799BS7799• ISO 9000/9001 – QA: Are you doing what you ISO 9000/9001 – QA: Are you doing what you

say or think you are doing?say or think you are doing?



Proprietary ModelsProprietary Models

• Microsoft Operation Framework (MOF)Microsoft Operation Framework (MOF)• HP IT Service Management ModelHP IT Service Management Model• Six SigmaSix Sigma

– Developed By MotorolaDeveloped By Motorola– Adopted by GEAdopted by GE– Accepted Greatly across all industriesAccepted Greatly across all industries– No longer proprietaryNo longer proprietary



Tools DevelopmentTools Development• Self-Service versus Self-HealingSelf-Service versus Self-Healing• Remote Access and Live AssistanceRemote Access and Live Assistance• Cixtrix, VPN, and Secure Live AssistCixtrix, VPN, and Secure Live Assist• Knowledge and Resolution Knowledge and Resolution

ManagementManagement• Work Force Management (WFM)Work Force Management (WFM)



Employment SpecificationsEmployment Specifications• Help Desk Analyst (HDA)Help Desk Analyst (HDA)• Customer Service Rep (CSR)Customer Service Rep (CSR)• Help Desk Manager (HDM)Help Desk Manager (HDM)• Call Center Director (CCD)Call Center Director (CCD)• VP of Customer Relations (VP of CR)VP of Customer Relations (VP of CR)• Work Flow Architect (WFA)Work Flow Architect (WFA)



Business Re-alignmentBusiness Re-alignment• Focus on supporting the organization’s Focus on supporting the organization’s

business needsbusiness needs• Recognize support skills involve more than Recognize support skills involve more than

just technical abilityjust technical ability• Strategic Asset to many organizationsStrategic Asset to many organizations• Strive to maintain consistent corporate imageStrive to maintain consistent corporate image• Customer Centric to Business CentricCustomer Centric to Business Centric• Emphasis Shift from Technology and Emphasis Shift from Technology and

Methodology to process, and cultural buy-inMethodology to process, and cultural buy-in



Call Centers of TodayCall Centers of Today



The Current State of Call The Current State of Call CentersCenters

• Over 160,000 major multi-tasked call Over 160,000 major multi-tasked call centers in operation worldwide (Increasing centers in operation worldwide (Increasing Daily)Daily)

• Each is challenged with:Each is challenged with:– GlobalizationGlobalization– Recruitment and TrainingRecruitment and Training– Pressure to reduce costsPressure to reduce costs– Rapid acceleration in call volumeRapid acceleration in call volume

• Stiff competition—Right-sourcing!Stiff competition—Right-sourcing!



Types of Data CentersTypes of Data Centers• Internal or External or BothInternal or External or Both• 24x7, 8 x 5, 12 x 724x7, 8 x 5, 12 x 7• Inbound Call Centers or OutboundInbound Call Centers or Outbound



Service Desk Main Service Desk Main ResponsibilitiesResponsibilities

• Receive and record all callsReceive and record all calls• Provide initial assessment and Provide initial assessment and

attempt first line resolutionattempt first line resolution• Monitor and escalate, as needed, Monitor and escalate, as needed,

incidentsincidents• Provide timely feedback to usersProvide timely feedback to users• Produce management reportsProduce management reports



How Many Help Desks do you How Many Help Desks do you use?use?

• Ever try moving?Ever try moving?• How about across the country?How about across the country?• No longer your Mother’s utility companyNo longer your Mother’s utility company• Not just Banking and Credit Card CentersNot just Banking and Credit Card Centers• Virtually every organization you do Virtually every organization you do

business with today will involve working in business with today will involve working in some form with a modern day help desk.some form with a modern day help desk.



Diversity of Call CentersDiversity of Call Centers• Hotel, Airline Reservations, Travel AgentsHotel, Airline Reservations, Travel Agents• Roadside Assistance (AAA), Towing, ServiceRoadside Assistance (AAA), Towing, Service• Power, Water, Gas, OilPower, Water, Gas, Oil• High Tech Manufactures, Major Appliances and electronicsHigh Tech Manufactures, Major Appliances and electronics• Department of Motor Vehicles, USPS, Voter RegistrationDepartment of Motor Vehicles, USPS, Voter Registration• Cell Phone and Telco, ISP’sCell Phone and Telco, ISP’s• Yahoo, eBay, dotcoms startups and virtual corporationsYahoo, eBay, dotcoms startups and virtual corporations• IRS, Local and State Government CentersIRS, Local and State Government Centers• Credit Card and Loan Processing CentersCredit Card and Loan Processing Centers• Insurance Companies (Life, Health, Auto, Home)Insurance Companies (Life, Health, Auto, Home)• 911, Police, Fire, Ambulance, Hospitals, Civil and Traffic 911, Police, Fire, Ambulance, Hospitals, Civil and Traffic

CourtsCourts



Banking CentersBanking Centers• Automatic PaymentsAutomatic Payments• Direct DepositsDirect Deposits• Funds TransfersFunds Transfers• PC BankingPC Banking• Web and PC Bill PayWeb and PC Bill Pay• AOL now offers Bill Payment by EmailAOL now offers Bill Payment by Email• Mutual Funds, Financial Management Mutual Funds, Financial Management

Services, Asset Management AccountsServices, Asset Management Accounts



HR, Payroll and BenefitsHR, Payroll and Benefits• New employee enrollment forms, access formsNew employee enrollment forms, access forms• New Family Member Insurance IssuesNew Family Member Insurance Issues• Family leave programsFamily leave programs• Retirement, 401K, and Profit Sharing DistributionsRetirement, 401K, and Profit Sharing Distributions• Timesheet Processing and Payroll DisbursementsTimesheet Processing and Payroll Disbursements• Expense ReportsExpense Reports• Workers’ compensationWorkers’ compensation• Disability and Employee Assistance Program Disability and Employee Assistance Program

(EAP)(EAP)• New Insurance and Open Benefits EnrollmentNew Insurance and Open Benefits Enrollment



Technology Based Call Technology Based Call CentersCenters

• Higher Functionality of Processing Chips Higher Functionality of Processing Chips and Programs in all consumer products:and Programs in all consumer products:– The Advent of the stored-program machine The Advent of the stored-program machine

radically differentradically different– Not just plumber’s pipes, coffee pots, or Not just plumber’s pipes, coffee pots, or

spinning wheelsspinning wheels• Electronic Commerce, EDI, UN/EDIFACTElectronic Commerce, EDI, UN/EDIFACT• B2B and Supply Chain ManagementB2B and Supply Chain Management

– XML, Continuous File FeedsXML, Continuous File Feeds– Internet, VPN, Private Network ConnectionsInternet, VPN, Private Network Connections



Outbound Call CentersOutbound Call Centers• Telemarketers (operate like help desks)Telemarketers (operate like help desks)• Non-solicitor Telephone Based SurveyNon-solicitor Telephone Based Survey

– Mostly gone the way of email/internetMostly gone the way of email/internet– Exit pollsExit polls– 4 our of 5 dentists recommend … 4 our of 5 dentists recommend …

• Medic AlertMedic Alert– Help, I’ve fallen, and I can’t get up!Help, I’ve fallen, and I can’t get up!

• On*StarOn*Star



Customer Service Week (Oct Customer Service Week (Oct 44thth))• Devoted to recognizing the importance of Devoted to recognizing the importance of

customer service representatives.customer service representatives.• These individuals are the front lines of the day to These individuals are the front lines of the day to

day operations of every business and day operations of every business and organization.organization.

• They are the voice and/or face that represent They are the voice and/or face that represent one's company to the world.one's company to the world.

• CS Week was begun by a U.S. service CS Week was begun by a U.S. service professionals' organization in 1988.professionals' organization in 1988.

• In 1992 the U.S. Congress proclaimed CS Week a In 1992 the U.S. Congress proclaimed CS Week a nationally recognized event.nationally recognized event.



Current IssuesCurrent Issues



Current IssuesCurrent Issues• Legal IssuesLegal Issues• Staffing (Recruitment and Training)Staffing (Recruitment and Training)• TechnologyTechnology• Pressures to reduce CostPressures to reduce Cost• Tremendous Focus on the CustomerTremendous Focus on the Customer• Security and Contingency Security and Contingency

ConsiderationsConsiderations



Permission Based MarketingPermission Based Marketing• Federal Telephone Consumer Protection Federal Telephone Consumer Protection

Act (TCPA)Act (TCPA)– National Do not call registryNational Do not call registry– New rules related to unsolicited faxesNew rules related to unsolicited faxes

• CAN-SPAM Act of 2003CAN-SPAM Act of 2003– 72% of all email flying around the Internet is 72% of all email flying around the Internet is

actually SPAMactually SPAM• Postal RegulationsPostal Regulations• Customer May I?Customer May I?



Established Business Established Business Relationship (EBR)Relationship (EBR)• A prior or existing relationship A prior or existing relationship

formed by a voluntary two-way formed by a voluntary two-way communication between a person or communication between a person or entity and a residential subscriber entity and a residential subscriber with or without an exchange of with or without an exchange of consideration, on the basis of the consideration, on the basis of the subscriber’s inquiry, applicationsubscriber’s inquiry, application



StaffingStaffing• Communication (telephone, email, Communication (telephone, email,

letters)letters)• Listening Skills (Active Listening)Listening Skills (Active Listening)• Managing Stress and De-escalating Managing Stress and De-escalating

problematic customer service issuesproblematic customer service issues• Negotiation Skills, Tact and DiplomacyNegotiation Skills, Tact and Diplomacy• Maintaining Customer EmpathyMaintaining Customer Empathy• Career PathingCareer Pathing



Skill SetsSkill Sets• When CIO’s were asked:When CIO’s were asked:

– What do you see as the single most important ‘soft’ skill What do you see as the single most important ‘soft’ skill for a job candidate to possess? for a job candidate to possess?

• Survey Says!Survey Says!– Interpersonal skills: 35%Interpersonal skills: 35%– Ability to work under pressure: 26%Ability to work under pressure: 26%– Written or verbal communication skills: 20%Written or verbal communication skills: 20%– Business Acumen: 12%Business Acumen: 12%– Professional image: 4%Professional image: 4%– Other: 1%Other: 1%– Don’t know/no answer: 2%Don’t know/no answer: 2%

Source: Robert Half 2004 Salary GuideSource: Robert Half 2004 Salary Guide



RecruitmentRecruitment• Matching the right person for the Matching the right person for the

right jobright job• Character, Moral, Empathy, AltruismCharacter, Moral, Empathy, Altruism• Corporate Cultural IssuesCorporate Cultural Issues• Multicultural and Globalization IssuesMulticultural and Globalization Issues• Skills versus organizational/strategic Skills versus organizational/strategic

objectivesobjectives



Technology “Hype” versus Technology “Hype” versus RealityReality

• Bleeding Edge: InnovatorsBleeding Edge: Innovators• Leading Edge: Early AdoptersLeading Edge: Early Adopters• Show Me: Early MajorityShow Me: Early Majority• Followers: Late MajorityFollowers: Late Majority• OK, if I have to have it: LaggardsOK, if I have to have it: Laggards• Technology BashersTechnology Bashers





Cost ConsiderationsCost Considerations• Return on Investment (ROI)Return on Investment (ROI)• Outsourcing versus In-sourcingOutsourcing versus In-sourcing• In/Out-Sourcing versus Right-In/Out-Sourcing versus Right-

sourcingsourcing• Onshore, Near Shore, OffshoreOnshore, Near Shore, Offshore• Owned Overseas FacilitiesOwned Overseas Facilities• Stiff CompetitionStiff Competition



Return on Investment (ROI)Return on Investment (ROI)• Live Calls: $3.00 to $10.00 per Live Calls: $3.00 to $10.00 per

contactcontact• IVR: 10IVR: 10¢ or less per contact¢ or less per contact• Web: pennies or lessWeb: pennies or less



US HD Tier 2 Salary CostsUS HD Tier 2 Salary Costs• $32,000.00 to $42,000.00/year$32,000.00 to $42,000.00/year

– Washington DC (Multiply by 120%) Washington DC (Multiply by 120%) 38.4K—50k38.4K—50k

– Source: Robert Half Technology 2004 Source: Robert Half Technology 2004 Salary GuideSalary Guide

– Percent Change from last year -3.6%Percent Change from last year -3.6%



Offshore Based Salary CostsOffshore Based Salary Costs• $4,000.00 to $8,000.00/year$4,000.00 to $8,000.00/year

– Vast resources of labor to draw fromVast resources of labor to draw from– Technically Savvy and often better Technically Savvy and often better

trained in technologytrained in technology– Language barriers minimalLanguage barriers minimal– Represent the top 10% of salaried Represent the top 10% of salaried

employees in that countryemployees in that country



Local Salary MultipliersLocal Salary Multipliers• Boston: 119.7%Boston: 119.7%• Philadelphia: 105.0%Philadelphia: 105.0%• Washington DC: 120.0%Washington DC: 120.0%• Chicago: 110.0%Chicago: 110.0%• St. Louis: 95.6%St. Louis: 95.6%• Fargo, ND: 80.5%Fargo, ND: 80.5%• New York, NY: 146.0%New York, NY: 146.0%• Miami, FL: 103.0%Miami, FL: 103.0%• Wilmington, DE: 100.00%Wilmington, DE: 100.00%• Louisville, KY: 92.5%Louisville, KY: 92.5%• San Antonio, TX: 83.0%San Antonio, TX: 83.0%



Customer FocusCustomer Focus• Tremendous Focus on the CustomerTremendous Focus on the Customer• Stiff CompetitionStiff Competition• No Customer LoyaltyNo Customer Loyalty• Less Loyalty expected for the futureLess Loyalty expected for the future



Customer Focus (Continued)Customer Focus (Continued)• Managing Customer PerceptionManaging Customer Perception• Rising Customer ExpectationsRising Customer Expectations• Moment of truthMoment of truth• Friendliness and Customer Friendliness and Customer

AwarenessAwareness• Multicultural SensitivityMulticultural Sensitivity



Why CRM is not workingWhy CRM is not working• How many of you have banks?How many of you have banks?• How many of you have been with How many of you have been with

them for years?them for years?• How many of you would report good How many of you would report good

experiences?experiences?• How many of you would switch to get How many of you would switch to get

a better rate on your mortgage?a better rate on your mortgage?



Security ConsiderationsSecurity Considerations• Privacy Act of 1974 and the Privacy Act of 1974 and the

Increasing Value of PrivacyIncreasing Value of Privacy• Health Insurance Portability and Health Insurance Portability and

Accountability Act (HIPAA)Accountability Act (HIPAA)• Patriot Act and Related Post 9/11Patriot Act and Related Post 9/11• Authentication and VerificationAuthentication and Verification• Protection of Private InformationProtection of Private Information• Protection of Corporate InformationProtection of Corporate Information



Contingency PlanningContingency Planning• September 11September 11thth, 2001, 2001

– The day that shook the worldThe day that shook the world• August 14August 14thth, 2003, 2003

– "cascading blackout" destabilized the Niagara-"cascading blackout" destabilized the Niagara-Mohawk power grid as far north as Canada and Mohawk power grid as far north as Canada and as far west as Detroit and Clevelandas far west as Detroit and Cleveland

– PA, NY, NJ, Michigan, Cleveland, Toronto, Ohio, PA, NY, NJ, Michigan, Cleveland, Toronto, Ohio, Detroit, Ontario CA and Ottawa CA, even Texas!Detroit, Ontario CA and Ottawa CA, even Texas!

• Hurricane Francis, Guston, Ivan, etc.Hurricane Francis, Guston, Ivan, etc.– We can put a man on a moon, but we still We can put a man on a moon, but we still

cannot stop a hurricane.cannot stop a hurricane.



Technical FailuresTechnical Failures• NetworkNetwork• IVRIVR• WebsitesWebsites• MainframesMainframes• World Trade Center handled trunk lines to World Trade Center handled trunk lines to

75% of the communications in North America75% of the communications in North America• WorldCom, MSNBC, General Electric and WorldCom, MSNBC, General Electric and

hundreds of other Fortune 500 companies hundreds of other Fortune 500 companies significantly impactedsignificantly impacted



Site DisastersSite Disasters• Power FailuresPower Failures• FloodsFloods• TornadoesTornadoes• FiresFires• StormsStorms• Sick BuildingsSick Buildings



Short-term or partial staffing Short-term or partial staffing losseslosses

• Snow StormsSnow Storms• IllnessIllness• MeetingsMeetings• Building EvacuationsBuilding Evacuations• Remember Lee Boyd Malvo and John Remember Lee Boyd Malvo and John

Muhammad Muhammad



Call Volume IncreasesCall Volume Increases• Product IssuesProduct Issues

– Release ManagementRelease Management– New Product or Services Roll OutNew Product or Services Roll Out

• Other Sites Shutting DownOther Sites Shutting Down• DisastersDisasters

– Red cross setup shop in a New York Red cross setup shop in a New York Public Television StationPublic Television Station



OptionsOptions• System redundancy and backupsSystem redundancy and backups• Multiple sites with geographic Multiple sites with geographic

diversitydiversity• Home agents and remote offices Home agents and remote offices

(telecommuting options)(telecommuting options)• Service Bureaus (outsourcing)Service Bureaus (outsourcing)• Call Center Backup ServicesCall Center Backup Services



Technological TrendsTechnological Trends



Technological TrendsTechnological Trends• Customer Focus is here to stayCustomer Focus is here to stay• Transformation versus AutomationTransformation versus Automation• Discipline versus methodologyDiscipline versus methodology• Process and Cultural Buy-in versus Process and Cultural Buy-in versus

technologytechnology• Multimedia – Presenting a consistent faceMultimedia – Presenting a consistent face• Automated Test ToolsAutomated Test Tools• Work Force Management (WFM)Work Force Management (WFM)• ITIL and ITSMITIL and ITSM• Forecasting and Simulation ModelingForecasting and Simulation Modeling



The FutureThe Future



Multiple Customer Touch Multiple Customer Touch PointsPoints

• CRM, and Knowledge ManagementCRM, and Knowledge Management– Capture, Use and DisseminationCapture, Use and Dissemination

• Multi Media, Content ManagementMulti Media, Content Management• Enhanced Content and Self ServiceEnhanced Content and Self Service• Voice Recognition and PersonalizationVoice Recognition and Personalization

– Bob, are you still having problems with that Bob, are you still having problems with that printer?printer?

– New Silicon Chips Set to Revolutionize Speech New Silicon Chips Set to Revolutionize Speech RecognitionRecognition



Advent of Voice Recognition Advent of Voice Recognition ChipsChips

• Research from the Carnegie Mellon University Research from the Carnegie Mellon University • Developing new and more efficient silicon chipDeveloping new and more efficient silicon chip• 100 to 1,000 time more effective100 to 1,000 time more effective• Uses speech-recognition chip architectureUses speech-recognition chip architecture• Expected to be unveiled in 2 to 3 yearsExpected to be unveiled in 2 to 3 years• Primary modality expected for cell phones and PDA’sPrimary modality expected for cell phones and PDA’s• Eventually, you will be able to throw away your Eventually, you will be able to throw away your

keyboardkeyboard• Will be able to dictate a detailed email complaint or Will be able to dictate a detailed email complaint or

navigate a complicated Internet database by voice navigate a complicated Internet database by voice alonealone



More Data in More PlacesMore Data in More Places• Consider: A single spreadsheet today, Consider: A single spreadsheet today,

routinely transmitted via email often routinely transmitted via email often contains more information than could contains more information than could be stored on an entire laptop of 20 be stored on an entire laptop of 20 years agoyears ago

• Massive Data Mining EffortsMassive Data Mining Efforts• Survey AnalysisSurvey Analysis• Fraud DetectionFraud Detection



Personalization TechnologyPersonalization Technology• UsabilityUsability• Subject Oriented AnalysisSubject Oriented Analysis• Customer Behavior PredictionCustomer Behavior Prediction

– Maximize LoyaltyMaximize Loyalty– Minimize ChurnMinimize Churn



Technology ShiftTechnology Shift• Technology is moving closer to the Technology is moving closer to the

end user as firms shift business end user as firms shift business processes onlineprocesses online

• CIO’s have increased interest in staff CIO’s have increased interest in staff with customer/end-user support skillswith customer/end-user support skills

• Fueling increased requirements for Fueling increased requirements for all HD/Service Desk Job Categoriesall HD/Service Desk Job Categories



Hands Free Web Surfing Hands Free Web Surfing SystemSystem• Nose steered mouse or “Nouse”Nose steered mouse or “Nouse”• Works in conjunction with USB Works in conjunction with USB

attached Webcam which takes attached Webcam which takes pictures of users face movementspictures of users face movements

• User moves his face and clicks with User moves his face and clicks with the blink of an eye.the blink of an eye.



Moore’s LawMoore’s Law• Moore's Law says that semiconductors and Moore's Law says that semiconductors and

devices double in functionality every 18 months.devices double in functionality every 18 months.• Rechargeable batteries increase in capacity only Rechargeable batteries increase in capacity only

five to 10 percent per year.five to 10 percent per year.• But the increase in battery capacity is offset by But the increase in battery capacity is offset by

ever-increasing advancements in chips and ever-increasing advancements in chips and screens, which chew up a lot of power.screens, which chew up a lot of power.

• There has not been a major change in battery There has not been a major change in battery chemistry since lithium-ion.chemistry since lithium-ion.

• We are not seeing the doubling or tripling of We are not seeing the doubling or tripling of battery life that we need.battery life that we need.



Supercomputing TrendsSupercomputing Trends• World Record Japanese NEC “Earth World Record Japanese NEC “Earth

Simulator” sustains speeds of 35.86 Simulator” sustains speeds of 35.86 teraflops.teraflops.

• 9-29-2004 – IBM announces BlueGene 9-29-2004 – IBM announces BlueGene performs at 36 teraflops.performs at 36 teraflops.

• A teraflop is 1 trillion calculations per second.A teraflop is 1 trillion calculations per second.• When help desks started in the late 60’s, the When help desks started in the late 60’s, the

IBM 360 CPU Processing Cycle time for a IBM 360 CPU Processing Cycle time for a single instruction was 60 nanoseconds.single instruction was 60 nanoseconds.



Bringing it to scaleBringing it to scale• 1 Nano-second = 1/1,000,000,000 1 Nano-second = 1/1,000,000,000

second or one billionth of a secondsecond or one billionth of a secondVersusVersus

• 36 trillion instructions per second or 36 trillion instructions per second or 1/36,000,000,000,000 second1/36,000,000,000,000 second



1 billion versus 36 trillion1 billion versus 36 trillion

1,000,000,000

36,000,000,000,0000 5,000,000,000,

00010,000,000,000

,00015,000,000,000

,00020,000,000,000

,00025,000,000,000

,00030,000,000,000

,00035,000,000,000

,00040,000,000,000

,000

IBM 360

BlueGene



ITIL and ITSMITIL and ITSM• Information Technology Service Management (ITSM)Information Technology Service Management (ITSM)• ITSM is the discipline covered in ITIL.ITSM is the discipline covered in ITIL.• It is described in 10 core areas for the IT Service It is described in 10 core areas for the IT Service

Management (Security was recently included as the Management (Security was recently included as the 11th discipline).11th discipline).

• ITSM is an approach that shifts the focus from ITSM is an approach that shifts the focus from running IT within a business to managing the running IT within a business to managing the business of IT. business of IT.

• ITSM focuses on customer needs, is based on a ITSM focuses on customer needs, is based on a robust service driven methodology, and is enabled robust service driven methodology, and is enabled and supported by best practices.and supported by best practices.



Future Presentations Future Presentations AvailableAvailable• Computer Telephony Integration (CTI) and Computer Telephony Integration (CTI) and

the Help Deskthe Help Desk• Employment Specifications and The Help Employment Specifications and The Help

DeskDesk• Staffing Issues of the Modern Day Help DeskStaffing Issues of the Modern Day Help Desk• Managing across GenerationsManaging across Generations• Stressful by Nature - Occupational Hazards of Stressful by Nature - Occupational Hazards of

the Help Deskthe Help Desk• The Human Factor – You can’t pie chart The Human Factor – You can’t pie chart

customer satisfaction!customer satisfaction!



Thomas (Pete) PetryThomas (Pete) Petry9381 Lee Highway9381 Lee HighwayFairfax, VA 22031Fairfax, VA 22031

[email protected]

Thank you for your time!Thank you for your time!

mailto:[email protected]