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.
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.
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.
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.
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.
‘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.
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.
When you move into a new place, one of the first things you do is change all the locks. It’s important to your sense of security that you control who has access to your home. Changing the locks just makes logical and practical sense. This same logic should also be applied to your business thinking when you are looking to secure your sensitive information in a new environment or an environment you don’t fully control.
Holistic, comprehensive security strategies, centered on protecting data, not devices, are easier than ever thanks to current encryption technology. According to a recent Ponemon Institute study, over the last five years healthcare organizations have slowly increased their investment in data security along with new technologies to better protect Protected Health Information (PHI).
Arguably the world’s largest and most important Cybersecurity show is just around the corner. With over 30,000 attendees and over 500 highly specialized security specific exhibitors, it is the show which the industry benchmarks itself.
With LegalTech fast approaching, it’s more important than ever to understand the challenges of maintaining secure productivity while on-the-go.
First, an explanation on the concepts in the title of this piece. Data Sovereignty is the concept that digital data and information is subject to the laws of the country in which it is located and/or created. Safe Harbor is an agreement between the USA and EU that regulated and control import, export and processing of personal data and information. And the most recent, EU General Data Protection Regulation (GDPR) is the regulation of “processing’, ownership, rights and storage of personal data and information within the 28 member EU states.