Standards for standards sake?

A few years back I was giving a presentation focusing on the standards that are driving next “generation” technologies in the Call Center.  The CIO at this particular customer said, “You know what I like so much about standards?  There’s so many to choose from!”  At the time I didn’t have a good response or glib comeback, but it got me to thinking about standards as just enablers that (hopefully) make solutions easier… that standards don’t solve problems, solutions do.

Reflecting back on that comment now, this CIO really did touch on a big part of what is happening today not only in our industry, but in all aspects of computers, networking and technology in general.  The need (or want?) to standardize – to have everyone follow a common methodology – for which the end-game may be any / all of: interoperability, conformance, understanding, reusability, etc. is at the very core of what technologists preach and business users expect.  Within the Call Center industry we have many a standard to “choose from” as well … VXML, CCXML, MRCP, SIP, H.323, and many, many more.  These standards do promise many of the above mentioned benefits and also leverage other more ubiquitous standards / technologies such as XML and SOA being adopted by enterprises today.  I believe what that CIO was trying to tell me was that standards are beneficial, but in the wake of business process and overall corporate direction (especially in today’s economy) they must be aligned and HELPFUL to these goals, not disruptive or instituted for the sake of the standard.

I am very much in agreement with this philosophy … standards can be helpful, but they must provide a solution to a problem we face.  I have experienced both types of standards adoption – driven for the sake of the standard vs. driven by the business need or process which happens to align to the standard.  I can tell you from experience that the latter not only provides for a smoother transition but also increases adoption and overall understanding of the need – hence willingness to undergo the disruption that any new technology brings.  So what’s been your experience?  Has standards adoption within your enterprise been smooth sailing or a bumpy ride?  Are the standards being implemented well known and has the benefit to your enterprise been made apparent?  I look forward to your comments and feedback.

… now off to give that presentation, yet again – but with a new appreciation of what my message may bring!

Is call center agent co-browsing in your future?

As a toast to PSS’s brand new website which we hope will both convey our messaging better and provide a platform for continued communication with our customers – long-term and potential, I thought this an opportunity to extend my reach outward as well.  As a self-proclaimed uber-geek and bleeding-edge technologist (I have many a scar to prove it) it comes as a surprise to many that this is my very first – dare I say virgin – Blog!  I will endeavor to provide both my personal technology views (I’ve been accused of having an opinion, well many!) and PSS’s overall direction and navigation through the technologies that drive the Call Center world.

One of the great things about my job is the ability to constantly be engaged with customers, partners, vendors and peers.  This gives me an opportunity to view our Call Center world from many different viewpoints.   It’s very satisfying to have a closely held belief or opinion about the future of our industry and to have it verified (or, sometimes, shot down) via these different groups.  On a recent trip to Florida for the Frost and Sullivan MindXchange conference, I attended a seminar on the Multi-Channel Call Center (full disclosure: sponsored by PSS and our partner Holly Connects) where we had an opportunity to talk about the myriad of ways customers will, and want, to communicate with us.  One thread of conversation was around the Web and the idea of an Agent “co-browsing” (seeing the same browser session) with customers.  I have always believed that “co-browsing” was a stop-gap technology and that, eventually, Agent desktops will be the SAME web application (maybe with additional fields and/or data) that customers are using across most companies today.  Most in the room agreed with this although many disagreed on when and what issues will arise (i.e. HIPAA, privacy, compliance, etc.)

For me, it was the culmination of a thought-turned-philosophy vindicated by a group of thought leaders, peers and Call Center professionals.  I believe this Blog gives yet another avenue for feedback – so, what do you think?  Is “co-browsing” in your future?  What exists on Agent desktops today that will not translate to a web application, or even more to the point, translate to a Customer-facing web application?  I look forward to your feedback and to Blogging yet again in the near future.