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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.
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 33
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."
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 44
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 55
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 66
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 77
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 88
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 99
In the beginning …In the beginning …
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 1010
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.”
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 1111
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.
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 1212
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.
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 1313
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.
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 1414
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.
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 1515
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 1616
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.
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Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 1717
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 1818
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 1919
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
……
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 2020
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
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Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 2121
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)
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Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 2222
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 2323
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)
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Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 2424
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
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Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 2525
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?
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 2626
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 2727
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)
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 2828
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)
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 2929
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 3030
Call Centers of TodayCall Centers of Today
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Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 3131
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!
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Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 3232
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 3333
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 3434
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.
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 3535
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 3636
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 3737
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 3838
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 3939
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
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Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 4040
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.
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
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Current IssuesCurrent Issues
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Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 4242
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
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Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 4343
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?
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Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 4444
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 4545
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
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Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 4646
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
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Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 4747
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
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Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 4848
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
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October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 5050
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
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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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 5252
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%
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 5353
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 5454
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%
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 5555
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 5656
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 5757
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?
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 5858
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 5959
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.
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 6060
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 6161
Site DisastersSite Disasters• Power FailuresPower Failures• FloodsFloods• TornadoesTornadoes• FiresFires• StormsStorms• Sick BuildingsSick Buildings
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 6262
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 6363
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 6464
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 6565
Technological TrendsTechnological Trends
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 6666
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 6767
The FutureThe Future
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 6868
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 6969
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 7070
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 7171
Personalization TechnologyPersonalization Technology• UsabilityUsability• Subject Oriented AnalysisSubject Oriented Analysis• Customer Behavior PredictionCustomer Behavior Prediction
– Maximize LoyaltyMaximize Loyalty– Minimize ChurnMinimize Churn
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 7272
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 7373
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.
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 7474
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.
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 7575
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.
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 7676
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 7777
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
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 7878
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.
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 7979
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!
October 14th, 2004October 14th, 2004AITP NoVa "Evolution of the Help AITP NoVa "Evolution of the Help
Desk" - Thomas (Pete) PetryDesk" - Thomas (Pete) Petry 8080
Thomas (Pete) PetryThomas (Pete) Petry9381 Lee Highway9381 Lee HighwayFairfax, VA 22031Fairfax, VA 22031
Thank you for your time!Thank you for your time!