As the editor of these WFO interviews, I have to say that Jack Jarocki’s interview was one of my favorites to read. Jack is such a positive person, and I felt inspired reading his thoughts on working here at HP. He’s the head of Professional Services for HP Workforce Optimization Software, and in this interview he shares: his view on why our products are superior, some amazing customer milestones, and an excellent quote about how he views our customers.
Don’t miss this #WFOSuperstars interview, so you can learn a few things about Jack and what he brings to HP WFO Software. Read on to get the full story.
Q: How many years have you worked for eTalk/Autonomy/HP? How long in the WFO or related market?
I’ve been with HP for a little over 4 years. I started my HP career with the HP MediaBin group where I served as a Project Manager. Joining the HP WFO Software organization was a natural fit for me. I have experience implementing call center technologies and IVR’s, so coming to an organization committed to implementing tools designed to optimize the workforce was a perfect fit. I joined the group a little over a year ago and I’m the Head of Professional Services.
Q: What team do you work for within HP and what is their focus? Frame your answer with an emphasis on how your role serves the needs of customers.
I work for Professional Services, and our group is responsible for implementing new technologies for our client base. More importantly, though, we are part of a larger overall picture that supports sales, transitions clients to support, and maintains ongoing relationships.
One of my favorite sayings is, “Customers are not an interruption of our work; they are the purpose of it.” I am not sure who penned that quote, but it sums up our Professional Service. Our job is to satisfy our client’s needs by providing excellent service and clear communication.
Q: In the time that you have been doing this work, what are some of the biggest changes you have seen in the contact center space?
Any typical contact center receives tons and tons of information. Today’s world is comprised of initiatives and projects, coupled with day-to-day operations. Many contact centers lose focus on what their clients are saying because they are bogged down with process, or inadequate data. Contact center managers are craving tools that optimize their environment, enhance processes, and provide real data to work with, so managers can focus on what customers really need and want. This is an evolving technology group that is not stuck in simply maintaining old technology. We are constantly evolving to meet the challenges of today’s and tomorrow’s contact center.
Q: Describe one or two of your most rewarding personal achievements during your time with HP?
It is difficult to name one or two rewarding experiences, because HP has provided me so much. I will say coming over from a different department to the WFO group has been the most rewarding achievement. In such a short period of time, we have implemented new methods and communication paths that give us the ability to grow and thrive. We have taken our group to the next step, and if you ask me this same question six months from now, I would hope I am saying something similar—that we are taking the group to even higher grounds. It never stops.
Q: Do you have any interesting customer stories of business challenges solved with our products?
Every client has unique challenges and issues. Every company has initiatives they need to meet. Our product suite is very diverse and can handle many business challenges. Picking one or two is very difficult.
The key to our product suite is that we are able to provide tools to optimize contact center spaces like never before. One customer reached one million recordings in 2016 and analyzed over 100,000 hours of call recordings. This milestone equated to handling approximately 12 times the amount of content in comparison to human intervention. Results like this come from many customers. Results like this are the reason our products are superior.
Q: From your perspective, what are some of the most pressing customer challenges that you foresee in 2016 and beyond?
Loads of information! Social media is king, and contact centers, while they are active in these mediums, fail to get the most out what people are thinking. People in today’s world are not shy about their brand impressions, and they will voice their opinion. Contact centers have to adapt to this and develop new ways to comprehend and use the information. Also, loads of information means loads of storage space. Contact centers will be shifting their infrastructure to more cloud-based offerings. These two trends go hand in hand.
Also, protection of data is very important. PCI compliance and protection of sensitive data is extremely important to contact centers. HP WFO Software offers solutions to these key concerns and Professional Services helps customers implement the appropriate solutions to meet these challenges.
Q: Are there any other observations or thoughts that you would like to add?
The HP WFO Software organization is unlike any other organization that I have been a part of, and I believe this all comes down from our senior management. I have worked in many companies where silos are built and maintained. Our group is fully committed to cultivating a working environment where all departments have an opportunity to work together. It is encouraging to reach out to our peers for advice, support, and assistance. It is great place to work, and a great place to grow.
Our customers know we all work as a team, with them as part of that team. Our collaborative work environment is clear and our customers see this and embrace us for it. They know they are getting the full weight and support of the WFO organization.