Women in Tech 2020
by Shameem Smillie, Head of Contact Centre Sales | 8 min read
Back in December, I decided to say yes to doing that which scares me the most. I'm not talking about jumping out of a plane or abseiling down a cliff, but being a guest on a podcast. I started small, by trying to embrace having video calls, as a starter for 10. This is still work in progress, and although I do a lot of presentations etc., I often feel physically sick with stage fright, which is always compounded when I know I’m being filmed. Since December, I've been on a journey of learning, self-discovery and building my awareness and appreciations in both my personal and professional life. Subsequently, I’ve seen, and I feel that the world is woke because of the impact that COVID-19 has had on all of us. Some of the positives I’ve experienced is that we are having conversations with a depth and sincerity that I could never have imagined back in the day.
Talking with Clare Muscutt on The Women in CX Podcast, and sharing our experiences has been cathartic and it’s evoked memories I’d long since forgotten. We’ve gotten to know each other better and hand on my heart, I’ve concluded it was our destiny to not only cross paths but to engage each other on a deeper level. Clare asked me the kind of questions that not many people ask because what follows is often perceived and felt as uncomfortable. I would say that it's the uncomfortable conversations that allow us to expand our thinking and outlook. When you couple this with empathy and compassion, it makes for some meaningful, lively and thought-provoking discussions.
The podcast we eventually did, evolved into a conversation about our journeys to today. In doing so, we discussed: being female in a male-dominated tech industry, the labels we're given as women, being a woman of colour where it's rare to see anyone that resembles me, and our male allies who have supported and championed who we are and what we do.
Here are some of the questions Clare asked me to think about in preparation for the podcast.
What was a moment in time that defined who you are?
This is a really tough question to answer because who I am is probably defined or as a result of several moments in time. I joined the Army at 18yrs old and fell into Communications without really having the first idea about what I wanted to do or who I wanted to be. I was fortunate that I had good bosses who saw my potential even when I was resistant to their guidance and mentoring.
My Army basic training was the beginning of my transformation. However, I would say that throughout my life, it's the crossroad moments, and the decisions I made at the time, that have ultimately shaped me. Anyway – I hated basic training. It was my first time being away from home – proper! I was homesick and overwhelmed by the experience, and I can honestly say, I wanted to go home pretty much every single day. Each night I would queue at the phone box, reverse the charges back and literally ball my eyes out. My mother would tell me to just come home, that it was ok, and that I shouldn't do anything that made me unhappy. Before I left home, my Gran had said to me in front of a lot of my family and friends, that she predicted that I would not make it. She said I would be begging my mother to buy me out and I that I would never hack the discipline. (If you’d known me back then you would have probably agreed!) There were also several wagers placed on how long I would last before I packed my bags and quit.
So, it was fear of failure and the shame I perceived that would befall me that prevented me quitting. To be honest, that’s been my driver ever since, as well as a fear of not having enough money to maintain my independence and ability not to have to ask anyone for money or for something that I wanted. Joining the Army was the best thing I have ever done. Leaving the Army is the 2nd best thing I have ever done.
How did you first connected with your love for CX?
It has to be when I was working in Product Support as a 3rd Line Engineer in Mitel. Contact Centre applications was my discipline. Speaking to the different personas within a Contact Centre business opened my eyes and my thinking. In my role, no one calls you to tell you that you're doing a great job. The calls are fraught because the root cause of the conversation is something that is not working and is causing them pain. It was these conversations that made me realise that it’s the experience more than the speeds and feeds that really make a difference. I wanted customers to love our Contact Centre application as much as I did and still do. The only way for that to happen is to focus on the users’ experience. I’m still in contact with the customers I supported back in the day – today.
I was also fortunate enough to get to know the individuals who made up the wider team. Speaking with the developers, product management and everyone associated with making our Contact Centre the best it could be, made me feel that they cared as much about customers as I did. The friendships I formed back then are still alive and well today.
The labels/traits I have been given are what helps me do my job to the best of my capabilities. They also allow me to connect with people/customers/partners in a way that is not considered mainstream. I am an emotional being, but sometimes you have to be emotional. What's happening and/or being experienced makes me emotional, and when I am, it's not because I'm on my period; otherwise I'd be having periods most weeks of the year – which thankfully I do not!
What were the challenges you faced (as a woman) when building your career ?
When I reflect on every chapter in my career, spanning back to my Army days, the common challenge I faced, was being the only female or single-digit representation in a primarily male team. Being in the Army equipped me with the defensive tools that used to help me. However, those same tools also hindered me as I transitioned to civilian life and had to adapt to working in environments where speaking your truth and bringing your whole self to work is not often welcome, and sometimes for good reasons. I'm far from perfect, and I have made loads of mistakes over the years. With age comes experience and in part, wisdom (mostly). I’m learning to temper my delivery and fine-tune my filters because I see and feel how words and actions can be misinterpreted when the velocity is neither correct nor appropriate.
The last six months has also awoken something in me that I buried for the longest time. I hated being different or looking different. I felt despair every time I was asked to tick a box that allowed a stranger to label me by my ethnicity. I always ticked the ‘other’ box, and I still do. I still don’t feel like I can align myself to the boxes I’m presented with. It makes me feel like shit, because truthfully… I'm still neither of the above, so to speak. I understand the rationale of having to tick these boxes, but that is another story for another day. I spent so much of my formative years trying to blend in. From a young child, I used to ask my mother where did I come from? If there is a war between Black and White, whose side am I going to be on? I've shared this with a few people over the years, and the reactions have been mixed. But I can tell you... I started saying this when I was 3yrs old. I've recently made peace with the fact that I was ashamed of the colour of my skin because I so desperately wanted to be viewed as white.
While we're still on the subject of women, it would be remiss of me not to share that throughout my career, some of my worst bosses have been women. When we are talking about women supporting women, I also acknowledge that there are shit women just like there are shit men. Men play a big part of the solution to addressing the inequalities and injustices between men and women, and vice versa.
I am fortunate in that I have a lot of male allies in my life. These allies see me, and I can be my true authentic self with no fear of repercussions or labels that get flipped because I have a vagina. I am conscious that this is not the same for a lot of women in my industry. I am starting to see change and its good change. However, there is still a lot of work to be done.
What are your beliefs about a key CX theme you are passionate about?
It has to be Customer Experience that dovetails and is intertwined with Employee Experience. Neither works without the other. Technology can only take you so far, and I work for a tech company. Businesses need to understand and demonstrate that they not only have empathy for their customers and staff; they also need compassion. They need to demonstrate that they are putting the measures/processes/governance in place that supports a Customer First mentality.
I’m a big fan of Ken Blanchard, and he said: “I once heard profit is the applause you get for taking care of customers and your people.”
I firmly believe one person can make a difference. History has shown us that this is true. Customer Experience can mean many things, and it’s all of our jobs irrespective of what role we do, to make a difference for the people in the company we work for, as well as the customers we serve.
What would your advice for women out there?
If you want something, ask for it! You will be surprised to realise that the answer is not always going to be what you imagine it would have been. We often ass..e others know what we really want, but they usually do not. Speak your truth and remember to be kind. Being kind to yourself is as important as being kind to others.
I can’t take the credit for this, but this is something that was told to me, and I want to share it because it’s still relevant.
It can be frustrating when colleagues/family/friends seem not to hear the essence of the message and instead interpret what is being said in a defensive or dismissive manner.
Never lose sight of the progress you have already made.
Never let the lack of ambition or the closed minds of others allow you to question your own purpose or ambition – they do not define you; you do. Keep the faith in yourself.
Ambition can mean many things. Striving to do your best and encouraging others to be their best, for the purpose of achieving yours/theirs and combined goals.
We’re all on a journey, and the road is long, windy and b..py.
Dare to be! what’s the worst that can happen
Shameem Smillie
Shameem is Mitel’s Queen of Contact Centre and has been working in the Communications industry for many years. She is a Customer Experience Sales Leader whose customer first approach, differentiates her from the crowd.
She is passionate about Customer Experience and is focused on helping businesses adopt and accelerate their digital transformation business strategies.
Shameem is also a fan of Welsh Rugby, Prince, Faithless & anything purple.