The IT world was abuzz with excitement on June 6, 2012 as World IPv6 Launch Day unfolded: The day that IPv6 would replace outdated IPv4.Aside from the big guys (think Google, Bing, Yahoo, Facebook, AT&T, and Comcast), the rest of the world has struggled to adapt—including the United States government. 1

Why IPv6?

Any machine that connects to the Internet needs to have its own unique IP (Internet Protocol) address, and under IPv4 was limited to 4.3 billion unique IP addresses worldwide. 2 Sounds like plenty, right? The truth is, the Internet was running out. In fact, while not all addresses are currently in use, all available IPv4 addresses had been assigned for distribution by various world bodies as of 2011. 1 And these addresses will start to go more quickly as people, businesses, and government agencies adopt more mobile technologies. Just consider all of the machines that you use—both personally and at work—along with machines that are now obsolete, and you can start to understand why there is a concern.

The intent with IPv6 was to create a new, permanent Internet address protocol that would provide 18 quintillion blocks of 18 quintillion available addresses, which is enough to last indefinitely. New technology is boosting demand even further. IPv6 was selected as the final name for the new IP protocol, as IPv5 was merely an experimental real-time streaming protocol.

As the world moves into a M2M (machine-to-machine) way of life, where machines “talk” with one another, there will be an explosion in the need for microprocessors or sensors that are connected to the Internet and are used to gather and transmit information. Any machine that has such wireless capabilities requires an IP address—your smart phone (essentially a miniature computer) has an IP address! Any object that is part of the Internet of Things requires its own IP address: Examples include the sensors can be attached to your dog’s collar in case he gets lost or used to change traffic lights when congestion or an accident is detected. 1,2

Interoperability Issues

Since IPv4 and IPv6 aren’t interoperable, organizations that provide online services will need to handle traffic from both versions at the same time. In order for public and private entities to be able to communicate with the new IPv6 traffic, plans must be put into place to update current infrastructure before the old IPv4 addresses run out. If they don’t, those who are operating with a new IPv6 address won’t be able to access information from sites that only support IPv4. This transition doesn’t come without challenges.

Federal Agencies Miss Deadline

A September 30, 2012 deadline was set for all federal government agencies to enable the IPv6 protocols on public-facing websites. Most federal agencies missed this deadline, but progress is being made. 3 According to a recent article from Government Technology, the states of Utah, Delaware, and California are getting prepared for the transition. For their technology officers, planning ahead, anticipating technology hurdles, and performing intensive testing have been key to the journey.

The National Institute of Standards and Technology is tracking the IPv6 transition, and they update the statistics daily here.

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Resources

1. Stone A. “What Happened to IPv6?” March 28, 2013. Government Technology website www.govtech.com. Available at http://www.govtech.com/wireless/What-Happened-to-IPv6.html. Accessed April 3, 2013.

2. Bort J. “Everything You Need to Know about the New Internet – The Internet of Things.” March 29, 2013. Business Insider website www.businessinsider.com. Available at

http://www.businessinsider.com/what-you-need-to-know-about-the-internet-of-things-2013-3?op=1. Accessed April 3, 2013.

3. Jackson W. “Too many agencies asleep at the wheel as IPv6 deadline looms.” Sept. 20, 2012. GCN website www.gcn.com. Available at http://gcn.com/articles/2012/09/20/agencies-to-miss-ipv6-deadline-ipv4-depletion.aspx. Accessed April 3, 2013.

 

The economy appears to be slowly improving and unemployment numbers may be heading downward, but the future looks especially bright if you’re looking for a position in a technology field. According to an InformationWeek 2012 IT staffing report released last fall, 18 percent of big data and analytics focused companies were looking to add to their staff by more than 30 percent over the next two years; however, 53 percent stated they didn’t think it would be easy to find the qualified people they needed. 1

Because mobile is growing exponentially, the need for app developers will continue to grow. At the same time, dealing with big data challenges and solutions puts technology personnel with analytics expertise in high demand. 2 What can your business do to grow your technology staff?

Think outside the box.

Placing an ad in the Sunday paper isn’t going to cut it in today’s market when looking for these rare, highly skilled professionals. Because they are in such high demand, you need to accept the fact that they probably aren’t looking for work: They essentially need to be tracked down. Try some of these talent recruiting and cultivating strategies to help build your team.

Hire an IT headhunter

A good headhunter, regardless of his or her field of expertise, makes it a point to connect with highly desirable talent—especially those who are currently employed, because they have proven experience in the field and can likely bring new insights to your organization. Headhunters typically know just where to look. Using a headhunter can be costly but it can save you time (which could in turn save you money). If your budget or management prohibits you from outsourcing your IT recruiting, move on to the next tip.

Connect with talent on LinkedIn.

As an individual looking to hire or grow your business, you should dedicate time every week on LinkedIn to connect with the type of talent your business desires. Join LinkedIn groups pertaining to the segments of the technology industry that are relatable to your business, and be sure to initiate and participate in LinkedIn group conversations. You will often run across talent with skills that you are looking to add to your team.

As a business looking to hire, you should have a LinkedIn page that promotes not only your business but also your career opportunities. You can reach specific types of talent posting jobs in LinkedIn groups. Consider placing an ad posting that will come up in the LinkedIn search or newsfeeds of talent in the skillset you desire, even if they’re not looking.

Align yourself with technology-focused schools.

More universities are adding programs for students interested in the analytics and data-driven technology that IT businesses demand. In 2007, North Carolina State University launched a masters program through their Institute for Advanced Analytics that focuses on careers pertaining to the management of big data. 3 Other schools with analytics and data-focused programs include University of Ottawa, Northwestern University, DePaul University, and the University of Connecticut. Network with the instructors and administrative personnel at these schools and participate in any recruiting events they offer or speaking opportunities—in person or online—so you can stay on these new graduates’ radar. 4 Consider creating or offering current internship opportunities to students at these universities so you can get them on board with your business soon after graduation.

Invest in current employees.

If you have tech savvy personnel who want to become experts in these emerging technologies, have your call center management invest their training and education. You already know these individuals fit in your organization because your business has already invested time and money into their employment.. As your business’s and team’s expertise grows, offer to train others through white papers, webinars, seminars, blogs, and more. This will help position your company as thought leaders in your field and as a place where top technology talent wants to work.

At KOVA Corporation, we’re always looking for top-notch technology talent. Learn more about us on our website or contact us.

Photo Source

Resources

1. Henschen D. “Big Data And Analytics Expertise: Beg, Borrow Or Steal?” InformationWeek, Global CIO website. December 5, 2012. Available at: http://www.informationweek.com/global-cio/trends/big-data-and-analytics-expertise-beg-bor/240142905. Accessed March 26, 2013.

2. Murphy C. “2012 State of IT Staffing.” InformationWeek report (abstract). October 23, 2012. Available at http://reports.informationweek.com/abstract/10/9136/Social+Networking-Collaboration/research-2012-state-of-it-staffing.html. Accessed March 27, 2013.

3. North Carolina State University, Institute for Advanced Analytics website. Available at http://analytics.ncsu.edu/?page_id=1799. Accessed March 27, 2013.

4. Hartnett K. “Memo to recent college grads: Big data jobs are your future.” Boston Globe website. March 26, 2013. Available at

http://www.boston.com/bostonglobe/ideas/brainiac/2013/03/memo_to_recent.html. Accessed March 26, 2013.

It’s hard to talk about customer service metrics and strategy today without bringing up the role of Big Data. What exactly is Big Data and what role should it play in your overall customer data management strategy?

Big Data Defined

The term Big Data (also referred to as enterprise big data) is a buzzword that refers to the huge volumes of data available from multiple sources (such as documents, media, social media, and the public web, both structured and unstructured), and due to its size and/or complexity is difficult to manage through traditional software and database strategies. 1 Data junkies, IT personnel, and software developers are all talking a lot about Big Data these days. What strategies and solutions can be utilized to get these massive volumes of data from multiple locations to work together—and ultimately offer positive outcomes for both the business and the customer?

In the customer service environment, the hope is that getting a better handle on what all of this data can tell us will result in numerous benefits such as:

These are just a few of the benefits that Big Data can offer businesses. We know what it can do, but where does it come from?

From Where Does the Data Originate?

Enterprises have long been collecting data about their customers and the customer service experience through a variety of channels. As businesses have evolved through the years so too have the different options they have at their disposal to connect with customers.

Just think of all of the different places and ways from which businesses can collect information about their customers:

The challenge today is finding a way to import, manage, and analyze all of this data, from different types of technology and use it to your advantage. Still, Big Data is only one piece of the puzzle.

Big Data: A Necessary Component of Customer Data Management

A recent Wall Street Journal article points out that Big Data is just one component of a fully integrated customer data management strategy. The authors point to four pieces of technology that this strategy should include. Predictive analytics, in-memory technologies, and data virtualization need to come together with Big Data in this new version of IT architecture. 2 Combining all this information will allow your contact center management to make strategic decisions—from new campaigns to procedural changes—that will best benefit your organization.

Does Big Data leave your business boggled? Know that it isn’t going away and is only getting bigger. Now is the time to evaluate your data sources and how you can use them most effectively in the short-term. Determine what resources and technology you should utilize to make your business more efficient and profitable in the long-term, while improving customer satisfaction at the same time.

KOVA Corporation offers a variety of solutions to help businesses get a handle on their Big Data. Contact us today to learn more.

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