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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.
The program all about TV. Our guests: Bert Royal and Karen Di Concetto, creators and executive producers of Recovery Road, Freeform's new drama series, and Jeff Weber, chief executive producer of Zone TV, a new venture developing both channels and applications distributed first on multichannel cable/satellite systems, and later via smart TV sets and smart TV-making devices like Roku, Chromecast and Apple TV.
The program all about TV. Our guests: Mike Gunton, executive producer of Life Story on Discovery Channel, the first network TV series filmed in ultra high-definition, and Mark Herzog, Emmy-winning executive producer of CNN's The Seventies. Plus reflections on the life and accomplishments of Ralph Roberts, cable industry pioneer and co-founder/former chief executive of Comcast, the nation's largest cable/multichannel service provider, who passed away June 18.
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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.
Experts: Randy Paynter and Eric Rardin of CARE2.com
Randy Paynter: Care2 Founder, President and CEO Randy Paynter is a pioneer of online citizen advocacy.Randy launched Care2 in 1998 to elevate individual voices in support of social and environmental causes. Today, Care2 is the online destination for social activism, with more than 27 million members taking collective action to make a difference, featuring petition services, daily actions to affect change, original content on mindful living, and more. Alongside Care2, Randy helped shape the world of online advocacy with ThePetitionSite.com. Care2 has recruited more than 30 million donors to 1,500 nonprofit causes.
Eric Rardin: Eric is the vice president of business development at Care2.com where he helps hundreds of campaigns, candidates, and nonprofits connect with donors and supporters online. At Care2 Eric advises on donor lead acquisition and multichannel conversion strategies. He has contributed to integrated conversion efforts on behalf of nonprofits in the US, Canada, and the United Kingdom and over 100 other countries.
Prosperity Gospel Alpha Wolf Creflo "Cash-Flow" Dollar is seeking to raise 65 million dollars from the gullible and poor in order to buy a new Gulfstream G650. The "fund raising project" isn't limited to Dollar's church member, as Creflo Dollar's website states - "we are asking members, partners and supporters of this ministry to assist us in acquiring a Gulfstream G650." The request goes on to detail that the luxury jet will transport Pastors Creflo and Taffi Dollar and member of the Dollars' church around the globe to help them spread the gospel. The jet comes with two Rolls-Royce engines, high-speed Internet and two multichannel satellites and allows for a 2½-hour commute from New York to Los Angeles. The G650 is the biggest, fastest, most luxurious, longest range and most technologically advanced jet - by far. In soliciting the donations, Dollar's site states, "We need your help to continue reaching a lost and dying world for the Lord Jesus Christ. Your love gift of any amount will be greatly appreciated." Tune in as Wolf Tracker puts Creflo Cash-Flow" Dollar's this wolfish and selfish "fund raising project" in biblical perspective!
Wolf Tracker is a tireless protector of Christ's global flock and an avowed enemy of all Prosperity wolves who masquerade in sheep's clothing in order to fleece gullible saints! Please spread the word by telling others about this Christ-honoring, wolf-exposing, sheep-protecting internet radio program!
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
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.
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.
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).
"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.
[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."
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