4 Keys to Building an Independent Support Team

Recently I was on a call with a customer where one of my Team Leads and the Support Agent did most of the talking. Part way through the call, the customer asked me why I wasn’t saying anything. My response was that both my Team Lead and Support Agent had a plan that made sense and could speak to that plan. On top of that they had the ability to make decisions and adjust the plan without running it by me. Finally, I had complete confidence and faith in their abilities. The fact that I was willing to put that much faith in my people and give them that much latitude was surprising to the customer. And it’s likely surprising to you as well. But I see making the people who report to me as independent as one of the keys to having a world class support organization.  To that end, here’s what I do to encourage independence within the Tech Support organization at WinMagic.

Coaching: The Key Tool for Successful Support Teams

I’m passionate when it comes to coaching and developing a Tech Support team. Because when you make a sincere effort to coach and develop Tech Support agents, it results in a more engaged agent who delivers world class support. One who will go above and beyond not because they feel they have to, but because their efforts are validated by those that they report to and by the customers they assist. This is important because a Tech Support team talks to customers more often than any other part of an organization such as WinMagic which makes what they do very crucial to the success of that organization. I use a number of tools to make sure my coaching is effective as possible.

RSA 2017: Protecting Data Everywhere

The RSA Conference began in 1991 as a forum for cryptographers to gather and share the latest industry knowledge. In 1997 – just 6 years later – WinMagic launched into the data security market – offering software full disk encryption. Since then, similar to the RSA Conference agenda, WinMagic has continued to push the art of security forward, bringing encryption and intelligent key management to new markets and new heights.  As we celebrate our 20th year anniversary, we have the same mindset we had when we started out – to protect data no matter where it resides. However now, more so than ever, data has become the lifeblood of the modern world – from banking to education – it’s everywhere. And the surface area of data has expanded across a wide variety of devices, platforms and operating systems, making it more and more difficult to secure.

Protecting Data Privacy: a Shared Responsibility

Data Privacy Day is a reminder that the privacy of data – corporate and personal – increases in importance year after year. And it’s amazing that this year, on January 28th, Data Privacy Day turns 10. You may recall another interesting announcement that occurred in January 2007 – the introduction of the Apple iPhone. Perhaps this was sheer coincidence, or maybe this was the foresight to know that the dawn of rapid data collection and sharing by individuals was about to create an evolution of data security challenges we’d never witnessed before.

How do IT leaders manage encryption the smartest way?

Today’s IT leaders have to ensure that desktops, laptops, and tablets  are secure, which is not any easy feat when they all run on different operating systems – and that is just the beginning. As most organizations move to the cloud, there is a new set of security considerations to tackle. An organization needs to ensure that every confidential piece of data is protected no matter where it resides.

The 5 Best ‘Tis the Season Security Posts

‘Tis the season to be jolly! We wanted to share the 5 best seasonal posts about security to help everyone stay safe because this is, unfortunately, also the season where Cyber criminals take advantage of unsuspecting people. So let’s make data protection a priority, and end this year on a high note.

5 Cybersecurity Tips for Retailers on Black Friday

Today is Black Friday. Many retail stores in North American have customers lining up outside for hours to get the best deals. In 2015, 74.2 million people shopped on this day for your great deals! And around 30% of annual retail sales happen during the Black Friday through Boxing Day season, according to the National Retail Federation. With all this excitement of dropping prices and advertising to invite consumers to your stores, you are also potentially inviting cyber criminals that have been waiting for an opportunity to get information on your consumer data. 

Enabling the IT Security Admin

Organizations should have total control over their data security environment to ensure maximum security and transparency. A key consideration for any security product, however, is that managing it should not turn into a full-time job.