Enterprise software is usually created for a big company with several different employees. Some might be able to operate it without any issues, others might struggle. Unfortunately, a big user pool also leads to a large number of complaints and disgruntled users. These complaints are inevitably directed towards the technical support department that has to deal with the issue.
Unfortunately, it’s never easy dealing with angry enterprise users. Sometimes, there’s simply no way to placate them. So how do you handle an angry client who simply refuses to be satisfied with your answers? Here are a few points.
Let them Speak
In most cases, such people only want to vent their anger and frustration. It’s best to just let them. Whether you’re directly responsible for their problem or not, you’re the face of the company to them. Until their anger has passed, they’re going to hate you and everything associated with you. One of the best ways to deal with the problem is to just be quiet and listen.
This can sometimes be very difficult, especially if you’re not at fault and there’s nothing wrong with the product. Trying to point out that it was their mistake in the first place won’t help. In fact, that might only compound the issue. Understandably, it takes a lot of patience and fortitude to bear someone’s anger without retaliating, but that’s your only recourse if you want to retain the user.
Don’t get Offended
One of the worst things you can do when an enterprise user is angry is to take the issue personally. While they might be angry and venting their anger on you, taking it personally will only hamper your ability to look at the situation objectively. When you face a disgruntled user, objectivity is a must. The user is taking the situation personally enough for both of you.
Instead, try to mitigate the anger by using statements that cushion the user. For example, if the user has found a technical glitch in the software that delayed their work and led to loss, they’re rightfully angry. Simply state, “I’m sorry you had to face so much trouble, we’re looking into it…”
This shows the user that you’re being accountable. Of course, these statements would seem hollow if you don’t follow up and actually do something about it. To maintain a positive relationship with the user, make sure that you address the problem immediately.
Ask Questions
While it’s necessary to listen when the client is at the peak of his anger, you need to start figuring out the problem as soon as possible. Ask him valid questions and engage him in a conversation. Eventually, he’ll start to calm down. One of the best ways to deal with angry people is to engage them in a rational conversation where they need to think and focus.
Bring the conversation down to level ground and try to figure out what the problem is. The closer you are to the root of the issue, the calmer the user will be. This way, you can turn the conversation towards a more pleasant end. Turning an angry tirade towards a reasonable conversation can create a positive relationship between your firm and the user.
Give a Solid Time Frame
It’s best to give the users a solid time-frame. Vague open-ended timelines like “as soon as possible” will only irritate the user. Instead, give them a date and time and if the situation isn’t handled by then, call and explain about your progress.
This again showcases accountability and will go a long way to build a good relationship with the customer. By keeping these things in mind, you can deal with different users to the best of your ability.
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According to the Global Policy Forum, as of 2014, there are over 40,000 multinational corporations working through 250,000 affiliated firms. That’s a lot of data being shared across borders. That’s also a lot of IT employees working to keep information flowing and secured.
Do you work for a multinational company? If so, then you know that IT plays a critical role in connecting everyone. Your infrastructure has to support multiple offices, devices, and tools, whether your IT is on-site or in a central location.
How does one determine how the IT department will be structured? The size of your global company and its offices can help you make the right call in designing your IT organizational structure. Let’s explore the benefits of managing IT locally or at your corporate headquarters.
Managing IT Locally:
Pros:
- Team on-site to address to critical/high priority issues
- Help desk support more readily accessible
- Hardware installations/integration may be performed more timely
- Hands-on training of technology
- Localized projects and tasks can be handled and managed
- Communication and language barriers may be limited
Cons:
- Global deployment has to be time to reduce disruption
- Limited resources, if outside of corporate office
Managing IT Centrally:
Pros:
- Global support can be provided to address common/shared issues
- Global resolution of critical/high priority issues and updates
- Limited travel required
- Can monitor activities from one location
- 24/7 support, if resources permit
Cons:
- If 24/7 support is not provided, time zones and locations can become barriers
- Cannot be on-site to support local projects and hardware installations
- Communication and language barriers may be significant and could hiring multilingual employees
- Limited resources, if centralized team structure is not balanced
What will work for you?
Your company’s goals and strategies can help you determine how to design the ideal IT team across its many locations. What will work for one business may not work for another. Look at how your company is organized and what business needs are being served in each location. This could indicate how you and your employees can provide the best level of support possible.
A local structure may work if your overseas operations are significant and require full-team support. By having local employees, the IT infrastructure in a specific location can ensure matters are handled efficiently. By having centralized employees, global matters can be addressed singularly, rather than by office.
As business and technology become more global, companies will need to find ways to manage work activities, data exchange and security. In addition, companies are hiring more remote employees, the location of IT will only matter based on reporting structure.
At some point, will IT become more centralized? Possibly. In the meantime, IT needs to be structured around employees and partners where they are and how they work for you.
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It is almost that time again–when companies start compiling their budgets for the following year. As the IT department continues to grow in importance, many business leaders are taking a second look at their tech investments. Overall, the average percentage of funds that companies dedicate to IT spending has not significantly changed. Several recent studies suggest that on average tech spending will either increase slightly or remain the same this year.
However, how those funds are allocated may change year-to-year and vary from one organization to another. When it comes to prioritizing tech expenses, CIOs and other IT leaders must make some tough decisions. They are asking questions like: what is my biggest expense, and am I paying too much for it? We are looking at the most common expenses in IT departments and identifying the most important considerations when making a big investment.
The Biggest Expense for IT Departments
The typical expenses in IT departments today can usually be divided into two categories: maintenance and innovation. Historically, maintenance was the primary focus for IT teams. Now with the rising use of technologies like social media, collaboration tools, CRM systems, wireless presentation software, wearable devices, cloud computing, and more, IT leaders are also being viewed as a resource for innovation. CIOs are even becoming more heavily involved in strategy formation, with the percentage of funds dedicated to innovation initiatives rising.
However, maintenance costs continue to claim the majority of expenses. In a recent global survey by Spiceworks, IT leaders expected to spend 41 percent of their 2015 budgets on hardware and infrastructure.
Organizations often need to update their systems every several years to remain secure, competitive, and efficient, but it can be costly. With tight budgets, CIOs are expected to make the smartest tech investments. Understanding the actual cost and value of expenses can help IT professionals make the best decisions for their organizations. How do leaders know when an expense is worth it? Below are some key questions to ask before making an IT investment.
Cost Considerations
What are the long-term costs?
When purchasing new hardware, some organizations make the mistake of focusing solely on the sticker price. It is easier to obtain discounted systems and devices now than it was years ago. But, a cheap initial price can turn into a costly burden if it performs poorly and continuously needs maintenance.
If you are investing in a new hardware or software, it is essential to examine how long the investment will remain relevant and useful. The technical term for this is total cost of ownership (TCO) has existed for decades and may seem outdated. Some companies have adopted another way to calculate costs. It’s called TCS, or total cost of services. This emerging method anticipates costs of maintaining hardware, while also factoring in costs of labor and internal and external services like: hosting, data storage, and security measures.
Will it help increase efficiency or generate revenue?
What value does this new investment bring to your company? Will it increase worker productivity and engagement? Can it help foster collaboration or provide valuable data insights about your customer demographic? These are all questions that the CIOs from 10 years ago were never expected to answer. To CIOs today, these are critical considerations.
Many organizations are consulting tech leaders about strategic decisions in various departments–from recruitment to marketing. Also, technology has become a vital part of those departments. When new tech-driven programs are proposed, CIOs are likely to be one of the main influencers. Others are increasingly looking to them to identify the best value for their tech investments.
If you find that your company is spending a significant portion on one area, then it could be time to reassess whether or not it is worth it. By asking these questions, company leaders and IT professionals can make smarter, more profitable decisions.
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You work in IT. You love what you do. You believe your team loves what they do too. However,every now and then, we hit a level of frustration with our colleagues. Who doesn’t? Often times, it’s because IT is misunderstood at work.
Your business relies on IT to make sure it has all the tools they need to perform efficiently and securely. Your non-IT colleagues may not be as savvy, but you have to work together to resolve issues, implement new technology and share information. Your department’s reputation within the company will dictate how willing others will work with you and vice versa.
In 2014, InformationWeek conducted a survey on IT reputation to examine how IT professionals view their roles at work versus how their non-IT colleagues see them. Our of the 330 participants, the results showed that there was a mutual respect. With the right level of understanding, non-IT workers valued the contributions to IT at their company.
Working cross-functionally is natural in IT, even for the most introverted employee. However, the same study revealed that IT teams seemed too focused on technology rather than the people technology supports. While they may connect with their non-IT colleagues, the research found that the connections were based on projects and tasks (ex. Help Desk Support). Therefore, IT leaders should encourage their teams to build relationships with non-IT teams for the betterment of their business…and their reputation.
Here are some highlights of the study’s data:
- 75% of IT vs. 60% of non-IT were at least moderately satisfied with the quality, timelines and costs of IT projects
- IT’s involvement in other business areas has grown approximately 7% between 2012 and 2014
- Both IT and non-IT find business units (outside of IT) to be more at fault for any lack of innovation
- 71% of IT and 60% of non-IT see IT as having greater involvement in business over the next 2 years; an increase of 11% and 5% respectively since 2012
What are ways IT can improve its reputation at work?
- Break down silos. It’s easy to trap yourself in an IT bubble. However, your business is more than its infrastructure. Find ways to collaborate with our colleagues, rather than just be a support base.
- Be proactive in business. As an IT leader, you’re in the know about new technology trends across industries. Meet with other business units to share insights and data that can help them with their strategy.
- Learning opportunities. No need to a formal class. Gather some colleagues together for a series of “lunch and learn” activities to show how IT supports the business, and how other units are doing the same.
- Ask questions. If you or your employees have an interest in another business area, ask a colleague. It’s another opportunity to learn and gain valuable insight. It can help improve your contributions to discussions.
- Attend conferences and events outside of the IT space. For example, join your marketing colleagues at a a social media marketing conference. It’s not only an opportunity to network, but it’s a way to learn more about the people with whom you work.
Your IT reputation can make or break you and your team at work. Your department is at the core of your business. However, your colleagues need you and you need them, as you exchange and store information. Why not build strong relationships with each other? It will only make your business that much better.
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How often are you being contacted about new solutions from various companies with promises to improve your business? While the sales calls can be a nuisance, it’s also an opportunity to learn and explore the latest trends. When the time comes to bring new technology into your company, you’re ready to make a decision, right?
Not so fast. Because you may meet a number of vendors through your tenure as CIO/CTO, the selection can be a bit daunting. There are sales pitches, product demonstrations, comparison of offerings and services, reference checks and more that need to be performed or considered. How do you know if you’re making the right call? Depending on the size of your business, you need to vet your potential new partner. One way to do that is through the RFP process. RFP stands for “request for proposals.”
By putting out a request for proposals, you can control the process in a number of ways, including:
- The number of vendors
- Setting timeline for proposals and final decision date
- Your budget constraints
- Key criteria being sought
- Key stakeholders within your organization
Parameters help you to manage the flow of information, the amount of contacts and how many people will assist you in selecting the “winner.”
Choosing the “winner” can be a challenge. There are a number of top vendors who provide the exact products and services you need. How can you make sure you’re getting the best one? Here are some tips to help you manage the RFP process and make the right choice for your business:
- Limit the number of proposals. Think quality over quantity. By limiting the number of proposals, you can make direct calls to those vendors in which you’re interested to present a proposal. You also allow yourself proper time to review, communicate and consider each proposal.Proposals can be as short as one-page and as long as 100 pages. You never know what you’ll receive. Set a number that you think you can manage.
- Go out into the industry. If you’re considering new technology, you’re already looking at industry trends to evaluate what is right for your business now and in the future. Technology and business news outlets and publications provide great insights. Attending industry events can put you in front of vendors for immediate conversation.If you’re limited on time or resources, consider reaching out to firms like Gartner and Forrester Research. They conduct research across the technology sector. Their studies and advisors can provide you with information to connect with the right vendors to consider.
- Use your network. Your potential vendors may provide you with references of their current clients. That’s great. However, you may want to dig a little deeper to learn more about their business and performance. That’s where’ your professional and personal networks can be a golden opportunity.With your networks, you’re getting immediate feedback and/or referrals to potential new partners. Those in your professional network can share their experiences and knowledge. Those in your personal network, if in a related industry can do the same.
Also, think of your competition as a resource. They’re connected to your network and can provide feedback on vendors they’ve used or considered previously.
- Have a review team. As a CIO/CTO, the final decision on new technology may be yours. You still need to consider the impacts it could have on other areas of your business from Finance to Marketing. There are often other stakeholders who should give their input, which will hopefully make the decision easier for you.Creating a review team may take away some of the burden of the process. It is good to get other perspectives on the same document. You also can work together to clarify any misunderstandings, put together questions for the vendors and quicken the overall process. Just be careful in who you ask to involve.
Remember the saying, “Too many cooks in the kitchen spoil the broth.”
- Use a project manager. The RFP process is actually a project within itself. Why not bring on a project manager to help manage it for you? A project manager can set the timeline, conduct follow-ups and be a point of contact between you, your colleagues and potential vendors.A project manager oversees the schedule and assigned tasks throughout the process to make all runs smoothly. You make the final decision. However, you can now make that decision with a little more balance. That way, you can still support your team and the RFP process.
The decision to bring on new technology can be overwhelming. There are a number of things to consider, in gaining the support from others in your company. The RFP process can help you vet through vendors to find the best fit for your business, based on your needs, strategy and goals.
Have you gone through an RFP process? What tips do you have your follow IT leaders? Share with us in the comments.
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Customers do not interact with businesses the same way that they did in the past. Thanks to social media, digital technologies, and mobile devices, the customer journey is transforming. People expect to be able to connect with businesses through a number of channels. They want flexibility, convenience, and personalization to be part of the entire customer journey.
Creating positive experiences is critical to business success. Studies show that consumers are more than twice as likely to share an unpleasant experience than a positive one. Furthermore, they will go to social media to spread the message if they feel their concerns aren’t acknowledged. When service is handled poorly, companies are likely to lose valuable customers, and attracting new ones can cost 6 to 7 times as much as retaining current ones.
However, when companies excel at customer experiences and service, they have a competitive edge. Poor service is the top reason for losing customers. On the other hand, decreasing that loss by just 5 percent could increase revenue by 5 to 95 percent, according to Bain and Company.
How are companies improving the customer experience (CX)? Many are doing so with the help of big data and IT.
Responsive Customer Service
People now expect their issues to be resolved quickly, many expect a resolution within 24 hours or less. According to a recent report, 42 percent of people expect a response within one hour or less when contacting organizations through social media. Meeting those expectations can be difficult and extremely costly for the customer service team to do on their own. This is where IT has helped tackle the challenge.
In many organizations, IT has helped automate certain parts of the support process. Individuals can go to a company’s website, submit a request, and automatically receive a notification that their problem is being reviewed. This still relies on the customer service team to address the problem. However, now that process has been accelerated too, with many organizations implementing systems that help agents identify customers, their previous contact history, and other data that can be used to improve support.
Personalization
Possibly one of the most important ways that IT has improved the customer experience is by helping companies understand them. Big data has made it easier and more cost-effective for businesses to track purchases, consumer behaviors, and industry trends. Companies like Amazon and Netflix excel at crafting personalized experiences. For example, Amazon users are given recommendations based on their previous order history. A majority of the media streamed on Netflix is watched by users as a result of personalized recommendations.
Companies that enable the IT and CX team to work together can craft personalized interactions with their audiences. These experiences make customers feel important and valued, which is key to maintaining long-lasting relationships.
Channel Integration
Advanced technologies like collaboration tools, cloud computing, wireless presentation software, customer relationship systems, and others have a common theme. They have helped integrate what used to be accomplished with many moving parts and departments into one organized, easy-to-use system.
Instead of working in organizational silos, departments are working together to improve overall business performance. Technology has helped make this type of collaboration possible, and individuals expect a similar approach when it comes to their customer journey. They want to have a number of channels in which to connect with organizations but they want to be able seamlessly move from one area to the next.
For example, they may want to browse a store’s inventory online, reserve a product, and pick it up in-store. They want to be able to pull up a coupon code or discount in-store at the cash register using their mobile device. In other words, they want traditional and digital channels to be able to communicate with each other–a challenge that in most cases, IT leaders have been charged with facilitating.
Providing a positive customer experience is among the top differentiators and priorities for companies today. The increased demand for digital channels and personalized experiences have made improving individual experiences more than just a challenge for the customer service team. The IT team plays a crucial part in giving customer service the tools they need to understand their customers better and provide the support they need.
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The rise of technology in the workplace has also given rise to tech-focused positions that didn’t exist five to ten years ago. Common, in-demand positions today like app developers, web designers, data scientists, social media managers, and others were rare or nonexistent. Now, one recent report from Deloitte claims that disruptive technologies have actually created more jobs than they have taken.
It has also altered the boardroom. Executive roles, like the Chief Information Officer (CIO), may have existed a decade ago, but they have evolved so much that today’s CIOs are barely comparable to earlier versions.
New C-suite positions are emerging, as the importance of managing digital, data, and other tech-related business initiatives rises. With Chief Digital Officers, Data Officers, Information Security Officers, and other C-suite roles that relate to IT popping up, some are asking will these emerging positions phase out or are they here to stay?
Chief Digital Officer
From employees to consumers, individuals are demanding a digital world–a demand that is changing the way we do business. In a recent joint MIT and Deloitte study, nearly 80 percent of respondents said that they want to work for an organization that has either enabled digital or is a digital leader. As tech usage and demand grows, more organizations are digitizing their business strategies and processes.
This increased focus on digitization has prompted some companies to hire Chief Digital Officers (CDO) to lead and manage these initiatives. CDOs are responsible for helping to shift traditional processes to digital. They are often in charge of making this shift seamless, by creating a seamless experience for customers and constituents across traditional and digital platforms. If an organization plans to implement new cloud-based collaboration tools, wireless presentation software, wearable technology, mobile apps, or other digital enabled processes, CDOs are most likely managing it. Last year, Gartner reported that the number of CDOs was on the rise, predicting that by 2015, over 25 percent of companies would have one on their executive team.
Chief Data Officer
The acronyms for Chief Digital Officer and Chief Data Officer may be the same, but the responsibilities can be quite different. Where digital officers often focus on strategy and act as change agents, data officers focus on big data and managing it.
Company data is now viewed as an asset. Chief data officers are responsible for determining what types of information are most valuable for businesses to capture, and how that data will be mined and stored.
Unlike CIOs, data officers are usually not responsible for the infrastructure and systems in which that data is stored. According to Gartner, there are over 100 CDOs in enterprises, double the amount in 2012.
Chief Information Security Officer
Chief Security Officers have existed for a long time, however, the role has transformed. Instead of simply focusing on physical security, many are also concerned about cyber security. Some companies are even splitting the position in two, keeping CSOs devoted to physical safety while another role focuses on protecting data and information systems.
With hacker tactics getting more sophisticated and the number and cost of data breaches increasing every year, organizations are taking cyber security seriously. Chief Information Security Officers (CISOs) are responsible for keeping company information and systems safe. CISOs are bridging the gap between the security department and IT and will likely have a lasting spot on the executive team.
All of these positions have become more prominent because of the digital revolution. Like most jobs, their responsibilities can vary depending on the organization. As more CISOs and CDOs take a seat in the boardroom, companies will take notice. It is likely that we will see more of these roles emerging and becoming part of the leadership team. Some may outlive others, but at the moment, they will continue to grow in importance and demand.
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What is Your Presentation Style?
Posted onExperienced presenters know that how we give a presentation can change slightly, depending on the objectives and the audience. For example, the commencement speech given at a college graduation will be very different than a sales pitch given to a boardroom full of potential investors.
Although certain elements may alter each time we present, we each have our own unique style. Knowing which style you tend to lean towards can help individuals become more self-aware and improve future presentations.
The Innovator
Innovators are visionaries that are full of big ideas. When appropriate, they will incorporate creative visuals and the latest technology like wireless presentation software or gadgets like smartwatches in their presentations. At times, they can feel uncomfortable about public speaking, but their passion for what they are discussing often outweighs any initial discomfort.
They often bring an energy and enthusiasm that can spread to audience members. However, their big ideas often mean change. Some individuals may be more hesitant to jump on board with those changes, especially if they fail to include data and real examples that support their argument.
The Storyteller
When they are in front of a crowd, storytellers feel like they are not just speaking to but performing for them. It is generally easier for them to captivate an audience just with their words, because they are natural entertainers. They often appeal to an individual’s pathos, or emotions.
However, some may struggle to stay “on track” and organized. They may get too immersed in a story that they run overtime or fail to support points with hard data. Storytellers should practice timing beforehand and incorporate data to support their points for audience members that are more logical thinkers.
The Thinker
Thinkers may not be viewed as the most naturally talented speakers, however, some tactics used by thinkers can prove very effective. Thinkers are rationalists, they excel at understanding cause and effect scenarios and other data-based information.
Some may struggle with explaining those concepts to audiences. However, with practice, thinkers can become great teachers and speakers. Thinkers should analyze their presentations beforehand to ensure that they are relatable to different individuals. They can use online collaboration tools or conduct a test run beforehand to receive feedback.
The Organizer
Organizers may be more comfortable behind-the-scenes rather than in the limelight. However, when necessary, they rise to the challenge of speaking to crowds. Their presentations are well-prepared and carefully constructed from beginning to end. They excel at creating content with an objective in mind and structure presentations so that they are easy to understand.
However, they may rely too heavily on prepared materials and find it hard to react to unexpected situations. Sometimes, presenters may need to improvise and change tactics if technology fails, the audience doesn’t react, or another problem arises. Organizers should anticipate possible issues and be willing to adjust their tactics when appropriate.
The Diplomat
Diplomats are usually great improvisers because they are aware of their surroundings and audience feelings. They genuinely care about audience reactions and feelings and are likely to win over trust. Their presentations are often more of a dialogue, with them interacting with the audience at different moments throughout.
Diplomats’ desire to please people could interfere with achieving objectives, however. Speakers should start a presentation with their objectives in mind. Interacting with the audience is a great way to maintain engagement, but diplomats should practice managing time to avoid running out of it before they have finished.
We each may have our own unique style of presenting, however, certain situations may require us to adjust it. The most successful presenters can adapt to the audience and subject matter. They Incorporate aspects of each presentation style to connect with audiences, enhance understanding, and achieve their objectives.
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Where one learns is no longer restricted to space and time. More students, from high school to graduate school, are finding opportunities to get an education beyond the traditional classroom. Classrooms can now connect students and instructions far and wide from classroom to classroom or classroom to coffee shop.
Depending on the school, courses are offered in a variety of formats: discussion forums, pre-recorded lectures, live instruction, etc.. Every student has a different method of learning. In a University of California at Davis study, students taking an online course at a community college were 11% less likely to pass than those taking a course in a traditional classroom. The study found that for students, there was something to be said for social connections made during a course to boost comprehension. This could very well be where collaboration is key in many successful online learning programs.
Wireless presentation systems can turn the classroom into a collaborative space. Ubiq creates a wireless presentation where students and staff members can share content easily and have discussion on a subject and learn from one another.
How can wireless presentations work in education?
- Connect students across multiple campuses & off-site. More time to learn, less time to travel! Whether they’re in the classroom or at home, students can connect to their class sessions from wherever they are.
- Promote Bring Your Own Devices (BYOD). Whether you use a tablet or a desktop, the device doesn’t matter as long as you meet the requirements to connect to the presentation. By supporting multiple device types, institutions are promoting greater accessibility to learning
- Secure access to wireless presentation. One less thing to worry about while getting an education. Wireless presentation systems like Ubiq use hives which require codes to attend the presentation at its access point
- IT monitors from afar. Having a problem with your wireless presentation? Your institution’s IT administrator can manage activity and service levels from a single dashboard. There’s no need for check-ins, class interruptions or wasted resources
- Shared experiences. Whether it’s small group project or a full class lecture, the opportunities are endless. Instructors can work with IT to create special sessions for student groups to work together through assignments or continue class discussions
- The school administration can also benefit from wireless presentations for presentations with trustees, faculty, partners and other institutions
In 2012, the National Center for Education Statistics in the U.S. revealed that approximately 25.8% of students had enrolled in at least one online course. In January 2015, Kent State University in Ohio reported that 40% of their students had taken at least one online course during their study. As education becomes more accessible and flexible, the number of education institutions creating online courses and degree programs will rise to meet the needs of their students.
Education is just one example of how wireless presentations can work outside of the business world. Throughout schooling, students learn the tools to work in the “real world” and develop their social skills. The benefits of collaboration can easily be applied in and out of the classroom, now on a global level. Wireless presentations break down barriers for open communication and learning.