Face-to-Face with NUG’s Todd Gould

Todd Gould joined the NUG board in 2015. He currently serves as the NUG’s Chief Community Officer, having assumed this post in January 2020 following positions supporting recording, analytics and voice of the customer solutions.

Before we ask you about your role on the NICE User Group Board of Directors, will you tell us about your current job responsibilities?

I am systems administrator for Fiserv's NICE Engage system which includes the NICE Interactions Analytics and Feedback applications.  I’m also a process analyst dealing with anything that comes into the call center that impacts recording and governance such as PCI and contractual recording.

What path led you to Fiserv?

I was working retail in multiple different roles.  At one point I was a bookstore manager.  I worked in shipping and receiving. When my wife started working for CheckFree they were looking for people to come in and do customer service, so I began working for CheckFree as a payment research specialist. Fiserv later acquired CheckFree, in 2007.

Tell us about your experience using NICE solutions.

The first couple of years I was in workforce. My first involvement with NICE would have been with workforce management (WFM) prior to NICE’s acquisition of IEX in 2006.  I assumed responsibility for administering the workforce system.  And later, since I was administering the WFM system, I was asked to administer our recording system, which at the time was provided by another vendor.  When the decision was made to move to NICE recording, I jumped in with both feet and worked on implementation.  For the next several years I administered both the workforce management and recording platforms before honing in on the quality-related platforms.

What do you like best about the NICE User Group (NUG)?

In my first years working with NICE WFM, I attended conferences and got something out of them, but it wasn’t until I became more deeply involved in the NICE User Group that I found more resources and more benefits by attending Interactions.  The community and website were particularly helpful as I moved from the blended role of WFM and recording to focusing exclusively on recording, and I found the resources I needed to improve our recording environment and implement interaction analytics processes within our organization.

Tell us a little about you, personally.

My wife, Jeni, and I are celebrating our 24^th anniversary this year.  We just bought a new house with a lot of land, and I’m re-learning what it’s like to live out in the country.  I enjoy tabletop and computer gaming, usually in the fantasy realm.  I’m a biker – I own a couple of Harley Davidsons - so I enjoy getting out and riding.  I’m a massive Star Wars Fan.  My wife is a big Disney fan so we both like to spend our vacations in Florida at the Disney parks!

What advice would you like to offer to those just starting their careers in technology?

The thing I do most when I’m trying to learn technology is to start at the beginning. Understand the components of a product that you’re supporting first. You don’t necessarily know at first how  to do it; you need to understand what the infrastructure is.  Start at the macro level – what makes up your environment - and then drill down to find those individual components.  Don’t expect to learn it all at once, and don’t be discouraged if you can’t figure it out right away.  The more time you spend with it, the closer you’re going to get to it.

What tips and advice do you have for those attending Interactions?

Attend the parties and gatherings.  Talk to people.  Once you meet someone, make sure to friend them in your social media and don’t lose track of those contacts.  You can go back to them later with questions.  Most people are willing to meet with you one-on-one on a phone call.

What is your role on the board?

My current role is the Chief Community Officer (CCO).  I’ve held previous positions in analytics, voice of the customer and recording.  When I assumed my current role, I never stopped looking into and supporting my previous areas.  As CCO I support our other officers and fill gaps where they need.  I’m a safety net.  If someone needs something, let me know.  I’m here to help!

What do you like most about doing business with NICE?

Our NICE salespeople have always been easy to work with. We’ve never gone to a sales representative and not gotten the answer quickly. The Value Realization Services team are some of the best support I’ve had in introducing something new in our contact center.  Our project management has been solid.  They tend to keep projects on track.  When we’re dealing with implementation specialists, once we find one we really, really like, those project managers do their best to keep them involved as long as they can.

Any final advice?

I try to visit the NUG’s online forums 3-4 times a week.  Ideas – if you are ever doing anything in your product you wish was slightly different, don’t hesitate to put in an idea. You have a higher likelihood of it being in a future version or patch.  Stay connected with your contacts through the NUG website. 

The new app that just came out is making it easier to do all of these things.  I used to check the website in the morning.  Now, I check the app throughout the day, even as I’m waiting on a bridge for a WebEx to start.  The app is increasing my frequency and usage of the NUG’s virtual community.

And finally, make sure you’re looking local.  Attend your local chapter meetings.  You’ll be surprised at how many people are experiencing the same thing you are.  It’s great networking to find results, and if you find yourself in an employment change, you’ll know people in the industry close to where you are.