The days of customers sitting at kitchen tables on landlines waiting for agents to answer their calls are gone. Now, they're calling from smartphones and clicking on apps, and call centers are adapting to this new mobile reality.
This year the IT services industry saw a mixed bag of merger and acquisition activity (and regret), a more globally dispersed marketplace, increased focus on business outcomes, and--of course--more cloud build-up (and disappointment) than you could shake a stick at. CIO.com asked outsourcing observers to take out their crystal balls and look to the year ahead. And if they're right, 2013 could be a year of real growth for the industry--not as it relates to deal size or profit margins, but maturation on the part of both customers and providers.
In spite of best practices, it is likely your organization will experience a serious data breach at some point. Once the initial shock wears off you'll be faced with numerous decisions. Making informed and expedient decisions about when and who to call for help is critical. Organizations that hesitate can suffer serious or long-term consequences, such as loss of valuable data, permanent damage to their reputation, or fines for regulatory non-compliance. Organizations that jump too quickly may needlessly drive up investigative costs. Finding a happy medium is easier when you have a sense of what situations will require outside help. Here are some guidelines.