The prime glitch that results in a BAD customer service is the very team of professionals who provide it. No, we are not blaming it on the inefficiency of the service reps. Customer service experts and business analysts have found many discrepancies in the customer service teams that eventually lead up to a non-standard below-mark customer service.
Based on surveys with over a thousand managers and customer reps across multiple companies, it’s seen -
There is a wide gap between the highest performing customer reps and everyone else in the team.
Cloud computing energy consumption has created a much publicized debate. On one hand where you have experts crediting cloud technology for saving up resources, there is a small section of experts who have criticized cloud for consuming high megawatts of power.
While the debate as to who is right & wrong has not really reached a consensus, what we will try and do is state both the viewpoints and reach a conclusion.
Budget ownership is overplayed as a discussion point. Actions speak louder than words. Evolve the business process and watch cloud computing innovation develop. Avoid stressing the org. Converged infrastructure is driven by a combination of the known (best practices and existing legacy system components) with the unknown. That invisible hand is process. It will also allow for the room for failure necessary to succeed. --Paul Calento
Social + Mobile + Cloud = Existing IT solutions in need of intelligence. While ERP may be a core application to leverage, Big Data is where the outside-the-obvious value can come from and therefore needs to be integrated into whatever software applications are chosen. One challenge with ERP is the typical requirement to adjust to the business process of the software, rather than the organization's core points of differentiation, as well as customer need. --Paul Calento
CIO.com reports that General Motors is hiring for 500 IT positions for their innovation center in Austin, TX. This is part of an initiative to hire as many 10,000 IT pros over the three to five years. (note: I found this article from a Tweet from Neil Pierce (@neiljpearce), head of IT at Vodafone.)
What do you need to successfully transition from a virtual environment to cloud?
About the Converged Cloud Twitter chats: Each week Enterprise CIO Forum conducts a Twitter chat on hot topics defining transformation. Chats occur at 1pm ET each Thursday. You can follow and participate by following the hashtag #ConvCloud. Be sure to include #ConvCloud in any Tweets you make during the chat.