The COBOL language is one of the oldest programming languages in use today. While some engineers predicted that this classic computer language would quickly disappear or become obsolete within a few decades, many older systems still rely heavily on COBOL.

According to Reuters, you can find 220 billion lines of code still in production. From many federal government agencies to your local bank, COBOL is still in use. An estimated 43% of banking systems and 95% of ATM swipes utilize COBOL code. Let’s take a look at the state of COBOL in 2020.

What is COBOL?

Developed in the late 1950s, COBOL is a programming language used primarily in major corporations and government industries. It was created by the Committee on Data Systems Languages, also known as CODASYL, a group of computer scientists and mainframe manufacturers. The Department of Defense had tasked CODASYL with designing a common business language for programming.

This “Common Business Oriented Language” came to be referred to as COBOL. The new language was inspired by computer engineer Grace Hopper’s FLOW-MATIC, Univac’s AIMACO and IBM’s COMTRAN.

Industries using COBOL

COBOL is most often found in companies such as:

• Banks and other financial institutions
• Insurance companies
• Transportation systems
• Government agencies

The Department of Veterans Affairs, Department of Justice, Treasury Department, Department of Homeland Security, Social Security Administration all have systems that rely in some part on COBOL. The code is used in mainframe operations and for processes such as inventory, payroll, and accounts receivable.

2020 COBOL Trends

Today’s computer engineers and scientists are unsure whether COBOL will remain integrated into established systems. Some businesses have already replaced the old code with newer, easier to navigate languages. Other businesses have tasked programmers with modernizing and adapting the COBOL that’s already in use.

Meanwhile, certain government agencies are struggling with the limitations of these systems and the current overload on COBOL-reliant mainframes that are now experiencing technical difficulties. Simply finding the right programmers to handle these problems can be difficult.

Replacing old systems

Some companies are making efforts to replace COBOL code that is already in use. This is no simple migration though. It can take years to replace a program that relies on COBOL. Integrating a new language into one of these older systems also requires maintenance work.

It is a time-consuming and costly task that demands expert programmers with the ability to navigate older mainframes and slowly update commands. A 2017 Reuters article reports that “When Commonwealth Bank of Australia replaced its core COBOL platform in 2012, it took five years—and cost $749.9 million.”

Many banks and government agencies are starting to use mobile platforms that require the use of newer languages. It will take time, but for certain companies the necessity to update older systems with languages such as Java, C, and Python is undeniable.

Modernizing COBOL code

Rather than eliminating the COBOL code in use, some companies are working within the system to modernize COBOL programming. Programmers are working hard to make hybrid programs that use COBOL and Java or other popular languages.

“According to a survey by Micro Focus, which follows data gathered in previous 2017 survey, 70 percent of enterprises favor modernization [of COBOL programming systems] as an approach for implementing strategic change.”

Some programmers favor modernization because they see COBOL as a flexible are resilient computer language that can be adapted to meet today’s needs. These programmers see COBOL a language that will remain relevant due to the system’s inherent readability, portability and adaptability. Critics of modernization cite the time investment to update older code as well as risks in developing new code. Creating hybrid code that may have problems that put sensitive consumer data at risk of being accessed by the wrong parties or completely lost.

Current challenges with COBOL

While larger questions about the longevity of COBOL use exist, programmers are currently facing challenges with today’s systems that depend on COBOL. Maintaining the billions of lines of code in use is problematic.

There are limited resources for programmers wanting to learn COBOL as well as a limited number of experts available to maintain systems using COBOL. Also, finding the talent to work on older programs can be difficult. Finally, the recent global health crisis has resulted in an overload on systems using COBOL, which further iterates the need to find programmers with the ability and availability to make updates.

Learning COBOL

While COBOL may not have the same appeal as some newer, popular languages, there are still resources available to learn it—just not as many as there used to be. As of 2017, there were reportedly 75 U.S. schools still teaching COBOL.This can, in part, be attributed to efforts of IBM. IBM even offers enhancements which make it possible to integrate COBOL and JAVA on the same mainframe.

Leon Kappelman, a professor of information systems at the University of North Texas, believes that students immediately benefit from studying COBOL. Kappelman says, “Undergrads who take the school’s two classes in mainframe COBOL ‘tend to earn about $10,000 per year more starting out than those that don’t.’”

However, despite the possible earning potential, many students and established programmers still see the language as ancient and outdated.

Finding developers

Even though schools offer COBOL training, the hiring pool for finding these developers is small. Many seasoned mainframe and COBOL experts are nearing retirement age. At the same time, the younger generation of COBOL programmers have an opportunity to work at thriving tech companies. Unfortunately, working in the financial sector or for government agencies may not have the same appeal as Facebook and Google.

Fixing overloaded systems

The recent surge in unemployment claims has put enormous demands on older systems that rely on COBOL. “The states of Kansas, New Jersey, and Connecticut all experienced technical meltdowns after a stunning 6.6 million Americans filed for unemployment benefits last week,” according to FastCompany.com. With situations like this, the demand for state government systems to upgrade their code increases.

Certain major corporations and businesses in the financial sector may continue to find that COBOL is a stable language for their systems to rely on. But, for now, the spotlight is on government agencies to quickly maintain, update or replace COBOL systems that are experiencing technical issues.

Additional resources

BMC Blogs offers a variety of roundups on trends and statistics on IT and technology:

• The State of Java Today
• ITSM Trends
• The State of DevOps Report Roundup
• SaaS Growth Trends
• Cloud Revenue & Market Share Trends
• IT Spending Trends

You work in customer service, but you want to up your skills. Professional organizations offer customer service certifications programs. Upon completion, you earn an official certification that can boost your job outlook. These courses teach best practices and provide real-life scenarios for individuals who are new to a service industry or focused on becoming a more marketable job candidate.

Certain courses also provide specific training for job progression within customer service. Certifications may be designed for growth in management, technical support, telecommunications, customer care, and help desk positions.

In this article, we’ll look at the basics of customer service certifications, including types of certifications, benefits, examples, and FAQs.

Purpose of professional certifications

While collegiate and graduate programs provide a foundation for long-term career goals, many certification courses focus on job-specific training. Among many benefits, earning a certification is a way to:

• Gain leadership training
• Learn communication skills
• Practice working with popular industry software
• Discuss strategies for handling difficult customer service situations

With many certifications available, these courses range from a general field introduction to programs for developing a specific skillset or pursuing a management role.

Types of customer service certifications

Many certification programs focus on job-specific roles. These include:

• Call Coordinators
• Service Dispatchers
• Help Desk Personnel
• Tech Support
• Customer Care
• Senior Support Professionals
• Support Analysts

Courses may be unique to an industry, such as those focused on retail, food service, or hospitality programs. One example of a certification course recommended by HubSpot “covers topics like handling inquiries and complaints from customers as well as reading stressful situations to determine the best outcome. The skills and fundamentals obtained from this training program are essential for delivering consistent customer satisfaction.” This short course provided by Alison focuses specifically on Customer Service Training.

Business News Daily provides information on the vast number of help desk functions and technical support roles that customer service certifications assist with. Ed Tittel and Mary Kyle’s review of top help desk certifications reports that “A greater number of credentials that style themselves as verifying technical support skills are also available, where many such credentials focus on specific sets of vendor platforms and products.”

Each of these focused courses may provide hands-on training and develop core competencies related to the software and technologies used in specific industries.

Leadership training for customer service job candidates

Customer service certification programs that focus on leadership training and development are designed for those hoping to quickly excel within a chosen field. These courses cater to team leaders, staff supervisors, senior management, and even future executives. Many future focused candidates chose this type of course in order to comprehensively understand the connection between service level employees and overarching business goals.

Programs tailored to staff supervision, management and other leadership positions include:

• Team Lead
• General Manager
• Senior VP
• VP
• Staff Trainers
• Senior Director

Courses designed for customer service leaders focus on topics ranging from increasing market share, building customer loyalty, improving customer retention, recognizing and developing direct reports, managing and training staff, analyzing customer service performance, and optimizing technological solutions.

Benefits of getting certified

Completing any certification program can offer many benefits. Here are some common ones.

Job specific training

Programs focused on real world job situations prepare job applicants for what to expect on day one in a new customer service position. This practicum supplements textbook studies provided by secondary education. Course attendees discuss current best practices for handling common customer service scenarios.

These courses prepare job seekers for handling customer complaints, managing customer expectations, de-escalating customer dispute calls, and discussing common situations encountered within specific industries.

Candidate marketability

Another common goal in gaining professional credentials is to stand out from other candidates. The job market is competitive. Standing out among your competition can be especially difficult for applicants without years of job experience to add to a resume. Or, perhaps you’re breaking into a new field altogether, which demands overcoming obstacles. New hires may struggle with understanding situational nuances, mastering industry terminology, and maneuvering the customer service structure within different businesses.

Upward mobility

Earning a customer service certifications may support customer service employees in moving up in the company hierarchy and seeking positions with a higher job salary. HDI, one of the top certification associations for the tech support industry, offers courses tailored managerial roles.

Increased salary

Many course attendees seek out HDI certifications in order to progress their careers and increase their salaries. The program provides many benefits, as Software Advice.com reports that “Professionals holding HDI certifications earn a starting salary that is 5 percent higher than those without them.”

Customer Service Certification FAQs

How long does it take to earn a customer service certification?

Customer service certification courses range in length and delivery format. While some courses demand only a few hours of online training, other intensive courses require weeks of attending in-person classes taught by company agents. Many courses are available as either online or in-person training.

How much do customer service certifications cost?

Some courses are designed for job seekers and can be independently attended. Other courses are administered by individual employers and provided as part of the onboarding process for new hires. Because certifications are specific to each field and vary in topic and depth, the cost per course can range from free or employer provided to a fixed cost.

What companies offer CSCs?

Organizations that provide customer service courses and certifications include: The Customer Service Institute of America, Alison, HDI, Service Strategies, Hubspot Academy, EdX, Universal Class, Bonfire Training, Business Training Works, SkillPath, WorkLifeBalance, GoSkills, LiveChat, The Success League, Dale Carnegie, SkillSoft, SimplyHired, Indeed, LinkedIn Jobs, and LinkUp.

Evaluating certification programs

Are you new to your industry? Do you have customer-facing experience? Are you planning on pursuing a leadership role? Getting certifications provides on-the-job level training to prepare for a career as well as professional credentials to stand out as a job applicant within a chosen field.

Individuals from a variety of backgrounds may pursue certifications to help bolster their resumes. These certification programs prepare current employees for future promotions and train job applicants for tasks they may encounter once they obtain a position within the field of customer service.

When choosing which certification to pursue, consider the most popular of official options—the more widely known, the more immediately these certifications can help you.

Additional resources

For more information on IT certifications and career paths, check out these BMC Blogs:

• Why Certify? The Top 5 Benefits of IT Certifications
• ITSM Certifications: A Beginner’s Guide
• Top Paying IT Certifications for 2020
• Guide to IT Leadership & Best Practices
• Service Desk Support Analyst: Roles and Responsibilities
• Creating a Strong Service Desk Culture

A Chief Service Officer (CSO) is responsible for managing service initiatives related to the people, products, and processes in a business. This C-level individual is accountable for optimizing service technology and operations for the greatest benefits in profit margin, customer retention, and revenue growth.

CSOs develop strategies to ensure that service technologies and solutions impact all aspects of the business. This includes developing a company architecture that integrates a service focus across all elements of the business, from operations to customer service departments.

In this article, we’ll look at the role of Chief Service Officer—both its emergence and the daily tasks and responsibilities of CSOs.

The Chief Service Officer role

The Chief Service Officer is one of several C-level positions that have emerged in the 21^st century. The CSO is particularly responsible for how your service is designed, developing tools and processes that maximize value for all enterprise stakeholders with the smart, efficient use of your human resources.

The new role is a shift—away from product revenue, towards service as a primary growth agent.

Making this shift requires a service transformation that is cross-departmental. The benefits of this transformation are intended to include revenue, profits, competitive differentiation, and a strengthened customer relationship.

Sometimes the CSO position overlaps with the Chief Operating Officer (COO), with some companies using one or the other interchangeably. Other companies separate the CSO and the COO, designating the COO for more product development purposes. The executive occupying this role will work with the CEO, technology and operational department leaders and even field service employees to ensure that in all ways the company is using service as a proponent for growth.

CSOs as Service Leaders

CSOs are individuals dedicated to service in a multitude of ways. This function requires the type of leader who remains committed to serving all levels of employees. ServeToLead.com defines the type of individual that will flourish as a CSO:

“Leaders who create the greatest value will be serving the greatest number of people and organizations most effectively, with unprecedented adaptive capacities.”

As a service leader, you’ll have to meet business needs that range from logistics to overarching corporate initiatives. That means a CSO is accountable for:

• Managing relationships with service and logistics providers
• Bolstering communication between service and manufacturing
• Making business decisions related to manufacturers, retailers, and suppliers

This leader will need to unite people working in different branches of the organization. The cross-departmental nature of this role may be a challenge, as CSOs must synthesize all business efforts to pursue service goals and maximize profits.

Responsibilities of CSOs

CSOs are responsible for service technology decisions which will improve business processes. CSOs will utilize every department in this effort, including operations, manufacturing, marketing, sales, customer services, HR, and finance. To make service a revenue-generating center, not simply an expense, the CSO will:

• Plan the roll-out of new strategies
• Measure efficacy
• Ensure that each change is working in unison

The CSO also determines how best to leverage technology solutions for service operations. It is critical that the goals of minimizing overhead and strengthening customer relationships are aligned—not in conflict. The service operations changes must improve customer satisfaction and customer retention, while also increasing service-related revenue.

Tasks and functions of CSOs

Making service a growth agent means developing a strategy that spans all aspects of your business. As CSO, you must also develop metrics to evaluate whether service strategies are positively impacting the business growth.

The CSO can enact a complete service transformation by focusing on the following tasks:

• Developing both internal and external processes to support service operations goals
• Creating SOPs that support service-based revenue models
• Developing KPI measurement for service execution
• Fulfilling overarching company goals in congruence with service initiatives
• Improving current service offerings to stay competitive within the industry
• Evaluating operational and customer-facing service efficacy
• Choosing the best service technologies for improving established business processes

Qualifications for CSOs

This unique role requires an in-depth understanding of operations and product as well as the technical side of service management. It demands senior level leadership, years of experience, and technical know-how. This foundation is needed in order to easily navigate both product-side and operational decisions. Each process decision has service as its foundation.

Here are common skills and experience you’ll have in order to be a successful CSO:

Years of industry experience

The role of CSO demands years of experience in the industry coupled with an advanced degree. Often only an internal promotion, not an external hire, will have enough operational exposure to a business to be able to fulfill this role comprehensively. The high level of expertise required will be essential for navigating between departments and defining service strategies.

Ability to execute a comprehensive service plan

CSOs must be able to create a plan for service management adoption and execution. The CSO must determine precisely how service will be integrated across the manufacturing, sales, and marketing processes, among others.

Revenue growth evaluation

CSO must possess business acumen to make sure service becomes a profit center. Developing service-based revenue models involves a thorough knowledge of the company’s historic P&L activity. The CSO define benchmarks showing how improved profit margin and revenue growth are a direct result of service transformation.

Cross-departmental mediation

In addition to overseeing the processes for service implementation, the CSO must leverage relationships with people are many levels of the business to ensure growth targets are met. As CSO, you must be able to mediate between the CTO, COO, and CEO as well as field employees, particularly across customer service departments.

BMC for service management

BMC is a leader in service management. Read more on our BMC Service Management Blog, or browse these articles about leadership positions in modern companies:

• IT Leadership & Best Practices Guide
• Must-Read Emotional Intelligence Books for CIOs and IT Leaders
• CIO Leadership Styles
• 4 Essential Leadership Qualities for CIOs
• CIO vs CTO: What’s The Difference?
• IT Director Requirements, Skills, & Salaries
• ITSM Career Paths
• Introduction to the Enterprise Service Desk