5 steps to transform support services
This vendor-written tech primer has been edited by Network World to eliminate product promotion, but readers should note it will likely favor the submitter’s approach.
Thousands of customer support agents will go to work today and do the exact same thing they did yesterday: pick up the phone, answer a common question, hang up the phone, pick up the phone, answer the same question, and hang up the phone again. And tomorrow get up and do it all again. It’s no wonder the average company loses 27% of its agents each year to attrition.
If you run a customer support center at your company, consider your ultimate goals: faster time-to-resolution, increased customer satisfaction, better employee retention, and higher rates of employee satisfaction and happiness. These are the Holy Grail of our industry—and while daunting, they are attainable. Here are five key steps to becoming a higher-performing support organization:
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Closing the security loop with automated incident response
This vendor-written tech primer has been edited by Network World to eliminate product promotion, but readers should note it will likely favor the submitter’s approach.
Organizations have poured billions of dollars into cyber security detection solutions, and while they are exceptional at uncovering potential anomalies and threats, none of these products can guarantee against a breach. Consequently, the next logical step is to pair robust detection and prevention technology with equally efficient and effective operations solutions, including incident response.
Detection solutions are now generating an average of 10,000 alerts per day, according to a recent survey Damballa—far too many for companies to inspect and manage. Yet, security professionals are still attempting to manually separate false alarms from real threats; decide what action, if any, to take; and then perform repetitive actions like gathering data, conducting basic analysis, and generating notifications and tickets.
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Why It’s So Hard To Find Intruders After A Network Penetration
This guest blog post is by Jason Matlof, Executive Vice President, LightCyber. We thank LightCyber for being a sponsor. LightCyber’s Magna Active Breach Detection platform is a behavior-based detection system that integrates network and endpoint context and is designed specifically to find active breaches after a threat actor has already penetrated a network. To hear […]
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The post Why It’s So Hard To Find Intruders After A Network Penetration appeared first on Packet Pushers Podcast and was written by Drew Conry-Murray.
Featured Interview: Brocade’s Kelly Herrell Talks Brocade SteelApp, SDN Controllers, & New IP
SDxCentral’s sat down with Kelly Herrell to dive into the Brocade SteelApp and why Brocade acquired the NFV asset.
Four years later and CloudFlare is still doing IPv6 automatically
Over the past four years CloudFlare has helped well over two million websites join the modern web, making us one of the fastest growing providers of IPv6 web connectivity on the Internet. CloudFlare's Automatic IPv6 Gateway allows IPv4-only websites to support IPv6-only clients with zero clicks. No hardware. No software. No code changes. And no need to change your hosting provider.
A Four Year Story
The story of IPv6 support for customers of CloudFlare is about as long as the story of CloudFlare itself. June 6th, 2011 (four years ago) was the original World IPv6 Day, and CloudFlare participated. Each year since, the global Internet community has pushed forward with additional IPv6 deployment. Now, four years later, CloudFlare is celebrating June 6th knowing that our customers are being provided with a solid IPv6 offering that requires zero configuration to enable. CloudFlare is the only global CDN that provides IPv4/IPv6 delivery of content by default and at scale.
IPv6 has been featured in our blog various times over the last four years. We have provided support for legacy logging systems to handle IPv6 addresses, provided DDoS protection on IPv6 alongside classic IPv4 address space, and provided Continue reading
5 reasons you should move your video to specialty storage
This vendor-written tech primer has been edited by Network World to eliminate product promotion, but readers should note it will likely favor the submitter’s approach.
Video is everywhere, and growing exponentially. According to a recent report, 35 billion video ads were viewed in December, representing year-over-year growth of more than 100%. And every industry is seeing video growth, which creates a problem for data managers because video challenges storage management in four ways:
- Performance requirements are not served well by traditional storage architecture.
- Rapid video growth can overwhelm storage environments while resource utilization is masked by virtualization
- Use of traditional backup tools make data protection expensive and challenging
- Long-term data value means this is not a temporary problem
If, however, you move video to specialty storage, you’ll achieve five amazing benefits:
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OPNFV Arno Marks the NFV Platform’s First Code Release
OPNFV gets on the scoreboard, albeit a little later than expected.
Featured White Paper: How to Create a Policy-Driven, High-Performance Edge with KulCloud’s PRISM
A new white paper from KulCloud introduces a powerful new software approach to abstract legacy IP routing and forwarding using OpenFlow.
Featured SDN Use Case Solution: Application Optimization for Cloud Enterprise Networks
In this edition of featured SDN use cases, Brocade shares how to optimize cloud applications on the enterprise network using Brocade offerings.
PlexxiPulse—Have you heard of Bimodal IT?
The networking space is buzzing about “Bimodal IT.” Simply defined, Bimodal IT is the segmentation of application deployments into cloud (public and/or private). Ben Kepes of Forbes included the concept in a recent deep dive on enterprise IT in the cloud. The network underpinning bimodal initiatives is critical and as Kepes pointed out in his article, tough to achieve if operating a legacy network. Our own Director of Solutions Marketing, Bob Noel, agrees with Kepes and highlights the importance of scalable and agile networks in response to the piece: “Those left to run (Bimodal deployments) on the legacy infrastructure is a fantastic idea that unfortunately has an Achilles heel inhibiting success for the approach…Until there is a fundamental shift in networking, companies will struggle to support Bimodal IT.” What are your thoughts on bimodal IT? Do you agree with Kepes and Bob?
Below please find a few of our top picks for our favorite news articles of the week. Enjoy!
BetaBoston: New Hampshire tries to reclaim tech vibe
By Staff Writer
MANCHESTER, N.H. — In one corner, a guy was hunched over his laptop, working on a pitch for a smartphone app that would allow golfers to Continue reading
Software-Defined Networking will be a critical enabler of the Internet of Things
This vendor-written tech primer has been edited by Network World to eliminate product promotion, but readers should note it will likely favor the submitter’s approach.
Organizations are excited about the business value of the data that will be generated by the Internet of Things (IoT). But there’s less discussion about how to manage the devices that will make up the network, secure the data they generate and analyze it quickly enough to deliver the insights businesses need.
Software defined networking (SDN) can help meet these needs. By virtualizing network components and services, they can rapidly and automatically reconfigure network devices, reroute traffic and apply authentication and access rules. All this can help speed and secure data delivery, and improve network management, for even the most remote devices.
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72% of Networking Performance Statistics Are Misleading
Like my tongue-in-cheek title, performance statistics are often misleading or, at best, meaningless without context. As a savvy consumer of any networking product, you should look at performance statistics as little more than a rough indicator of how a { box | software package | interface } performed under a specific test circumstance. Hint: the tests are usually rigged.Preparing for your Windows Server upgrade
This vendor-written tech primer has been edited by Network World to eliminate product promotion, but readers should note it will likely favor the submitter’s approach.
f you’ve been clinging to Windows Server 2003 trying to ignore the fact that Microsoft will officially end support July 14, 2015, you’re playing with fire. One the updates stop, you’ll be exposed to troubling security and compliance risks. Take note that in 2013 alone, 37 updates were issued by Microsoft for Windows Server 2003/R2.
Yet upgrading servers is a resource challenge as well as a mindset issue. The top barrier for migration, according to a survey, is the belief that existing systems are working just fine, and many users worry about software incompatibility.
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