Kevin David

13 posts

Kevin David is Director, Global Technical Support who not only loves technology, but getting the most out of himself and others around him. To do this he leverages his past experiences in everything from startups to Fortune 500 companies which gives him a very broad base to work from. When he’s not online, Kevin is offline either Nordic skiing or road cycling with his wife Angela. Writing for the SecureSpeak blog gives Kevin another opportunity to freely share his experience with others, which is something he loves to do.

Leave the Hassle and Expense of the Password Era Behind

Leave the Hassle and Expense of the Password Era Behind Businesses often fall into the costly trap of repeating the same processes year after year, never taking the time to consider whether alternative, and potentially more efficient, approaches have become…

Mar 17, 2022

Kevin David

Support during COVID

We live in difficult times at the moment, and that has as a result has changed the way we all work. WinMagic Support is no different as we’ve had to change to support our valued customers. To that end, let…

May 22, 2020

Kevin David

Your Feedback Is Important To Us

For me, the title of this blog entry isn’t just a marketing slogan or a catch phrase. It’s something that I take very seriously because, just like the metrics that I keep track of, acting on feedback from customers allows…

Nov 26, 2018

Kevin David

Why I Choose to Let our Employees work from Home

I once worked for a company who didn’t believe in Technical Support employees working from home, despite having all the technology in place to allow that to happen. Their reasoning? Technical Support employees couldn’t be effective if they were not…

Jun 22, 2018

Kevin David

Announcing our newly enhanced Customer Portal

Back in November of last year, I was part of a conference call with a European customer who needed some high level reassurance from us. As part of that request, they mentioned that our customer portal could not help them…

Feb 6, 2018

Kevin David

How Can I Help You?

Recently, I was on the phone with a customer who asked me this question: “How can we better help you to help us?” That’s a question that I was not used to getting. But it made me think about what…

Oct 27, 2017

Kevin David

Yes, I Do Take Support Calls

One of the things that is unusual about me is the fact that I like to take customer support calls. Now you might find that weird as I do run a global support organization, and presumably I have better things…

Jul 20, 2017

Kevin David

4 Keys to Building an Independent Support Team

Recently I was on a call with a customer where one of my Team Leads and the Support Agent did most of the talking. Part way through the call, the customer asked me why I wasn’t saying anything. My response…

Jun 20, 2017

Kevin David

Sending the Elevator Down for the Next Generation

To be frank, I wouldn’t be where I am right now if I didn’t cross paths with people who believed in me and gave me a chance. Thus I need to send the elevator back down to bring the next…

May 30, 2017

Kevin David

4 Building Blocks of an Exceptional Customer Experience

Since I became Senior Manager of Technical Support at WinMagic about seven months ago, my mandate has been to take the support organization here to the point where they were consistently delivering an exceptional customer experience. To do that, I…

May 9, 2017

Kevin David

Future Leaders of Tomorrow Doing Great Stuff Today

Recently, I got the opportunity to be a judge at the Nahani-Glenforest Lego Robotics Competition. This is a competition where groups of grade 1 and 3 students from Nahani Way Public School work with high school students from Glenforest Secondary…

May 4, 2017

Kevin David

Why Average Handle Time is not a Good Customer Experience

Have you ever called a contact center within a company because you had an issue, and felt like you were being “hurried” off the phone? If you’ve had that experience, there’s a reason for you feeling that way. Which is…

Apr 25, 2017

Kevin David

Leave the Hassle and Expense of the Password Era Behind

Support during COVID

Your Feedback Is Important To Us

Why I Choose to Let our Employees work from Home

Announcing our newly enhanced Customer Portal

How Can I Help You?

Yes, I Do Take Support Calls

4 Keys to Building an Independent Support Team

Sending the Elevator Down for the Next Generation

4 Building Blocks of an Exceptional Customer Experience

Future Leaders of Tomorrow Doing Great Stuff Today

Why Average Handle Time is not a Good Customer Experience