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Call Centers continue to be the prime point of contact for customers. However, over the past several years IVR's, Websites, Social Media, etc have changed the way customers interact with your business. BenchmarkPortal is introducing a multichannel benchmark survey designed to capture valuable performance data for these various contact channels. We will unveil the survey and provide insights on key performance metrics that should be captured and monitored for these multiple channels.
Playing a key role in its development, BenchmarkPortal's Director of Research and Analysis, John Chatterley, will be joining the call today to shed more light on this emerging culture and the first survey in the industry that takes that into account.
In this episode of the PS Insider Podcast we look at 5 must-read articles, presentations and videos that will change the way you approach fundraising direct marketing.
For more information, visit http://www.ProductionSolutions.com.
Bruce talks with Greg Van Zandt about the up and coming generation of contact center employees - The Millennials aka Generation Y.
Who Are They? How are they different from those before them? What drives them? What are their social attributes? What are their strengths?
Leveraging their Strengths: Considerations when managing this Generation,
Implications on: Recruiting, Screening and Training, Scheduling, Work
diversity, Training / Coaching, Contact Center and Corporate culture, Leveraging technology, Leveraging Millennials’ unique characteristicsRevving up for Gen Y: Dynamic Scheduling, Acknowledgement and Motivational Feedback and Coaching, Tinkering, Incentives.
Greg Van Zandt is a Customer Service professional with over thirty years’ experience in developing and managing customer service organizations for predominately Fortune 1000 consumer products companies. Professional services experience includes projects across many industries: financial, insurance, hotel/travel, automotive, utility, consumer and business products industries, and federal government with a focus on customer service operations. Greg has significant experience in multi-site contact center and field service management, rules based routing, and customer focused multichannel handling optimization. Greg is a founding member of the Board of Directors of the Center for Customer Driven Quality, Purdue University, past member National Board of Directors, Society of Consumer Affairs Professionals, past Executive Chair Electronics Industries Association Consumer Affairs Counsel, and is a Chicago Regional Coordination team member of the Contact Center Networking Group (CCNG).
[itvt] is pleased to present an audio recording of the TVOT NYC 2013 session, "Cable RDK Fireside." The session was described in the show brochure as follows:
"Earlier this year, Time Warner Cable and Comcast formed RDK Management, LLC to manage and expand adoption of the Reference Design Kit (RDK), software for set-top boxes that is designed to accelerate the deployment of next-generation video devices and services. In this session, Time Warner Cable's SVP of Technology, Matt Zelesko, sits down with Multichannel News' Technology Editor, Jeff Baumgartner, to discuss why attendees, programming network and agency executives, as well as app developers, should be tracking the roll-out of the RDK and the impact a common technology stack could have on the people building the television experience of the future. The conversation will include what the RDK is and what it is not, how RDK Management, LLC believes the RDK can shorten the design-deploy-deliver cycle and why it matters outside the STB supply chain, the path to converged gateway boxes, and implications for TV operators around the world. Zelesko will also look ahead at the goals and challenges facing the RDK in 2014. A Special Guest [Stephen Goldstein, VP and GM, STB at Samsung] will provide insight into the vendor's experience developing for the RDK."
Contact center technology platforms offer more functionality than ever before, along with better integration with other applications and more deployment options. But, deploying a fully multichannel contact center is not simply about purchasing solutions and tying them together. Vince Fulgenzi, CEO of VITEC, Inc., will answer these questions as he helps us navigate the contact center technology landscape.
Rob Yoegel, the Content Marketing Director at Monetate who oversees all content marketing initiatives, both internal and external, across multiple platforms and formats to drive sales, engagement, retention, leads and positive customer behavior - will share his channel content marketing strategies. If you are a marketing executive within a B2B multi-channel organization who would like to avoid getting lost with a content marketing program, you need to listen to this radio show interview with Rob Yoegel and B2B content marketing Eric Gruber. Then grab Rob's presentations by going to http://www.B2BMarketingRadioShow.com/resources
"Call" centers are now "Contact" centers, with multiple channels a client can connect with you and your business. Special guest, David Raia, will be joining us as we examine this new world and discuss the following:
Identifying and selecting Key Performance Indicators for multiple channels Tracking Multichannel Metrics - Tools and Tricks Efficiency (Cost) and Effectiveness (Quality) Balanced Scorecard Groupings in a multichannel Center Calculating Multichannel Occupancy and Utilization to avoid Double Counting Robbing Peter to pay Paul - Utilization overlap and the impact of Overtime Cost per Contact - The Final Frontier David Raia bio:
Mr. David Raia is highly regarded in the industry as a Contact Center Operations Improvement Specialist. He began his consulting career in 1995 and has spent the past 15 years successfully driving a variety of complex Contact Center Optimization engagements across Federal Government and Fortune 500 companies in the United States and Canada.
He has successfully delivered People, Process and Technology Improvement projects for Contact Center functions that include: Sales and Service, Credit and Collections, Campaign Management and CRM Strategies and Tactics. He and his project teams have met or exceeded Business Case commitments in each completed engagement. His areas of expertise include Virtual Consolidations, Market Segmentation, Contact Management, Quality Assurance, Agent and Supervisor Training, Reporting and Performance Management and related workforce optimization.
Mr. Raia has been a featured speaker on many of these topics at a variety of national Contact Center and Management Seminars.
Often times, businesses flounder not because of a silly idea or because of a lack of sustainable demand for products and services. Rather, they hit the wall because of a lack of proper marketing and sales efforts. Marketing is a multichannel process while sales has just one purpose: to bring in more client and customers.
"The Cable RDK" at The TV of Tomorrow Show 2013[itvt] is pleased to present an audio recording of "The Cable RDK," a keynote fireside chat at TVOT 2013. The session was described in the show brochure as follows:"In conversation with prominent cable-technology journalist, Leslie Ellis, a panel of senior executives from Comcast and Time Warner Cable will cast light on the significance of, and the roadmap for, cable's Reference Design Kit (RDK). The RDK--officially defined as "an integrated software bundle that can be accessed by operators in need of a software stack for set-top devices" and as a "fully tested and integrated system [that] runs on QAM, IP and Hybrid devices"--was originated by Comcast, but has since been embraced by Time Warner Cable and is attracting the interest of many other MSO's that are seeking to implement a cross-platform UI/UX that can be quickly brought to market. Issues to be addressed include: What exactly is the RDK and what is its significance? Why was it developed? How exactly does it work? Why is it generating so much interest? What are the advantages and risks/challenges for MSO's that adopt the RDK? And how will it be adapted/implemented in Europe and other global markets?"Participating in the session were: Leslie Ellis, Principal, Translation Please/Columnist, Multichannel News (Moderator) Mike Hayashi, EVP of Architecture, Development and Engineering, Time Warner Cable Steve Reynolds, SVP of Premises Technology, Comcast Matthew Zelesko, SVP of Technology, Time Warner Cable
"Smart Programming: The Growing Business of Connected-TV Content" at TVOT NYC Intensive 2012[itvt] is pleased to present an audio recording of the session, "Smart Programming: The Growing Business of Connected-TV Content," which was one of the highlights of TVOT NYC Intensive 2012 (December 10th).The session was described in the show brochure as follows:"This session will explore the emergence of non-traditional programming providers and aggregators that are delivering content line-ups--including, in some cases, extensive multichannel offerings, and large libraries of domestic and international titles--to IP-connected devices such as connected TV's, OTT set-top boxes and tablets. Panelists will examine the business processes and deals whereby these line-ups are aggregated and distributed, and the backend infrastructure issues that need to be resolved in order to enable their distribution. Among other things, they will attempt to answer such questions as how rights issues are resolved, how deals with CE platforms are made and structured, how non-traditional programming offerings and services are marketed to the consumer, and how they are monetized."Panelists included: Frank Besteiro, Head of Business Development, AOL Video Matt Durgin, Director of Smart-TV Content, LG Electronics Maitreyi Krishnaswamy, Director of Interactive Video Services, Verizon FiOS TV Stuart Lipson, Principal, Leap Media Group (moderator) Tara Maitra, GM of Content and Media Sales, TiVo Tom Morgan, CEO, Net2TV Kevin Nelson, SVP/Group Planning Director, McCann Erickson Eli Weisman, VP of Interactive TV, Trailer Park
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He lectures around the world but now is here for you. From the latest in charity news, technology, fundraising and social networking, Ted Hart and his guests help you maneuver through this economic downturn in the charitable sector to greater levels of efficiency and fundraising success. PAGE 2 GUEST EXPERT: Michael Johnston is the President and founder of Hewitt and Johnston Consultants. Mike is an expert in direct response fundraising innovation and integrated campaigning – most especially in the use of the web and new technologies along with integration to traditional direct response methods. He is the author of two books: The Fund Raiser's Guide to the Internet and The Nonprofit Guide to the Internet. Mike is also a contributor to the books: People to People Fundraising and Internet Management for Nonprofits
Follow Mike on Twitter @hjcnewmedia