Dan Lawson of Lawson & Associates and Basil Fedynyshyn of Wells Fargo discussed how Salesforce helped their organizations improve productivity and business results. Both saw increases in sales volume and reductions in costs. Key benefits included centralized client information, remote access, automated workflows, and real-time dashboards for tracking performance. Salesforce provided an integrated platform to manage leads, opportunities, and customer relationships from first contact through the entire lending lifecycle.
Elizabeth Cameron seeks a new position offering flexibility, growth opportunities, and new challenges. She has over 7 years of experience in project management and contract administration roles. Her skills include managing budgets, documentation, vendor relationships, and ensuring regulatory compliance. She is detail-oriented, innovative, and excels at building client relationships and streamlining processes.
Cognitive computing can assist wealth management by reducing engagement costs, increasing assets under management, and improving client engagement. A cognitive architecture uses various data sources to build personalized client profiles and provide predictive, personalized experiences and advice. This cognitive advisory empowerment can increase advisor productivity and scale while ensuring consistent advice and interactions to deliver better outcomes for clients.
This document discusses ensuring quality customer experiences at agent locations. It includes a report on monitoring visits to agents which notes transaction volumes, cash availability, and whether proper signage and materials are present. It also outlines the value chain for agent management, including the roles of Top Image, Safaricom, agents, superagents, and aggregators in recruiting, training, monitoring, merchandising, and liquidity management. The document concludes with an offer to answer any additional questions via email.
The document discusses strategies to improve the weaknesses of a company's dealer network. It identifies issues like a lack of professionalism, poor customer service, inadequate training, and not utilizing technology. It proposes solutions such as providing online tools for inventory, bookings, receipts and payments, training dealers on using software systems, establishing strong customer support, generating leads through various channels, and hiring professionals to assist dealers.
The document discusses how using rapid prototyping on a SaaS platform like Salesforce can help reduce the cost of change and enable business process innovation. It describes how one company used this approach to address talent sourcing and contractor management challenges, developing prototypes on Salesforce that led to improved results like a 300% increase in responses and 50% reduction in research costs. The key benefits identified are getting early insights from prototypes, establishing a common language with repeated iterations, and transitioning prototypes into regular processes more quickly at lower cost than traditional development methods.
This document outlines the key components of effective supplier management for a local government organization. It discusses establishing service level agreements and key performance indicators, developing mutually beneficial partnerships, understanding internal needs and financial constraints, ensuring executive involvement and alignment with strategic objectives, tailoring processes for different supplier segments, using technology to manage relationships and provide visibility, and delivering both cost savings and innovative new services. It also recommends applying the ABCD method and OODA loop process models to supplier relationship management.
Outsourcing, Partners and Suppliers
Switzerland Summer 2012
What should you outsource, and what do you need to do in-house? How to segment the vendors that you need? What vendors do you need right when you start, and what vendors will you need as you grow? How do you recruit and select the important vendors? What are tips and tricks to manage vendors in order to ensure a consistent level of quality? How do you fire and replace under-performing vendors? What are common mistakes made when dealing with vendors?
Dan Lawson of Lawson & Associates and Basil Fedynyshyn of Wells Fargo discussed how Salesforce helped their organizations improve productivity and business results. Both saw increases in sales volume and reductions in costs. Key benefits included centralized client information, remote access, automated workflows, and real-time dashboards for tracking performance. Salesforce provided an integrated platform to manage leads, opportunities, and customer relationships from first contact through the entire lending lifecycle.
Elizabeth Cameron seeks a new position offering flexibility, growth opportunities, and new challenges. She has over 7 years of experience in project management and contract administration roles. Her skills include managing budgets, documentation, vendor relationships, and ensuring regulatory compliance. She is detail-oriented, innovative, and excels at building client relationships and streamlining processes.
Cognitive computing can assist wealth management by reducing engagement costs, increasing assets under management, and improving client engagement. A cognitive architecture uses various data sources to build personalized client profiles and provide predictive, personalized experiences and advice. This cognitive advisory empowerment can increase advisor productivity and scale while ensuring consistent advice and interactions to deliver better outcomes for clients.
This document discusses ensuring quality customer experiences at agent locations. It includes a report on monitoring visits to agents which notes transaction volumes, cash availability, and whether proper signage and materials are present. It also outlines the value chain for agent management, including the roles of Top Image, Safaricom, agents, superagents, and aggregators in recruiting, training, monitoring, merchandising, and liquidity management. The document concludes with an offer to answer any additional questions via email.
The document discusses strategies to improve the weaknesses of a company's dealer network. It identifies issues like a lack of professionalism, poor customer service, inadequate training, and not utilizing technology. It proposes solutions such as providing online tools for inventory, bookings, receipts and payments, training dealers on using software systems, establishing strong customer support, generating leads through various channels, and hiring professionals to assist dealers.
The document discusses how using rapid prototyping on a SaaS platform like Salesforce can help reduce the cost of change and enable business process innovation. It describes how one company used this approach to address talent sourcing and contractor management challenges, developing prototypes on Salesforce that led to improved results like a 300% increase in responses and 50% reduction in research costs. The key benefits identified are getting early insights from prototypes, establishing a common language with repeated iterations, and transitioning prototypes into regular processes more quickly at lower cost than traditional development methods.
This document outlines the key components of effective supplier management for a local government organization. It discusses establishing service level agreements and key performance indicators, developing mutually beneficial partnerships, understanding internal needs and financial constraints, ensuring executive involvement and alignment with strategic objectives, tailoring processes for different supplier segments, using technology to manage relationships and provide visibility, and delivering both cost savings and innovative new services. It also recommends applying the ABCD method and OODA loop process models to supplier relationship management.
Outsourcing, Partners and Suppliers
Switzerland Summer 2012
What should you outsource, and what do you need to do in-house? How to segment the vendors that you need? What vendors do you need right when you start, and what vendors will you need as you grow? How do you recruit and select the important vendors? What are tips and tricks to manage vendors in order to ensure a consistent level of quality? How do you fire and replace under-performing vendors? What are common mistakes made when dealing with vendors?
The document summarizes presentations given at a Salesforce.com event on managing property and casualty distribution with Salesforce.com. It describes how two insurance companies, Liberty Northwest and Sompo Japan, implemented Salesforce to improve agency management, increase visibility into relationships and sales pipelines, and streamline processes. Key activities supported by Salesforce included tracking agent hierarchies, opportunities, submissions, and performance metrics through custom objects, tabs and reports. Both companies benefited from increased productivity, decision making and coordination across teams.
The document discusses the importance of operational compliance and efficiency in the mortgage industry. It states that being "too busy to comply" is a major cause of audit problems and that day-to-day decisions can compromise compliance in pursuit of short-term goals. The company provides compliance reviews and consulting services to identify the root causes of problems and solutions. Their experience reviewing hundreds of operations each year allows them to provide realistic and effective solutions.
SM&A provides proposal management, technical management, and project management services to help organizations win government contracts and successfully complete projects. Their services include proposal development, oral presentations, lessons learned, requirements management, systems engineering, cost estimating, scheduling, risk management, and strategic planning assistance. SM&A helps analyze customers, competitors, and market trends to develop strategies for capturing new opportunities.
Transitioning from Excel to a Revenue Management SystemDuetto
Are you relying on spreadsheets to make critical forecasting and pricing decisions? Are you spending hours upon hours each week pulling reports and aggregating data? Technology innovations are paving the way for more educated decisions that will affect both operational efficiency and profitability at your hotel. It may seem daunting, but ditching Excel for a more comprehensive and user-friendly revenue management system will allow you to quickly pull reports and adjust prices on the fly.
This document summarizes Siemens Enterprise Communications' presentation on contact center metrics, goal setting, and benchmarks. It describes two options for customized presentations or webinars on these topics that Siemens offers to contact centers for free, with no sales content. It provides contact information for Dennis Hauser to discuss setting up one of these presentations and emphasizes that Siemens was awarded best in both unified communications and IP contact centers by Nemertes Research in 2011.
The document discusses challenges in talent management and recruiting pipelines. It outlines business challenges like trends in the labor market and the need to apply sales and marketing methods to recruiting. Technology challenges include basic CRM functionality missing from most applicant tracking systems. The solution presented leverages Salesforce's Force.com platform to manage contacts, leads, candidate generation, and recruitment marketing campaigns. It provides examples from Electronic Arts of migrating from an ATS to a hybrid CRM solution and measuring key metrics like leads, interviews, offers, and hires to track the recruiting pipeline and results.
Have you been thinking about what your next steps are in your career journey? Understanding Salesforce is a skill that can lead to a variety of industries and positions. Attend this session to learn how to build out your personal career map.
Looking for a new contact center outsourcer is rarely as simple as it sounds. That’s why we’ve pulled together our top “How To” procurement tips so you don’t have to spend hours hunting down the resources.
Are you a Salesforce Admin struggling to find a voice in your company and a seat at the table? Trust and Value are essential assets you can leverage to help you get that YES when proposing new features, attending an event or even getting that raise you know you deserve! Join me to learn three highly effective strategies that will help you earn Trust and prove your Value as an administrator.
WindowPayn Consulting provides billing and payment process consulting to help clients reduce costs and strengthen customer relationships. They assess a client's current processes, identify opportunities for implementing electronic billing and payment to reduce processing fees and accelerate cash flow. WindowPayn demonstrates ePayment solutions and provides cost analyses showing clients can save 75% on mailing costs by emailing bills and 89% in payment processing fees by shifting from credit cards to ACH. The conclusion is that electronic billing and payment presents significant savings opportunities for clients.
Paving the Path From Solo Admin to Centre of ExcellenceLouise Lockie
The document discusses the transition from a solo Salesforce administrator to establishing a Centre of Excellence (CoE). It begins with the early days when a single admin managed support and the roadmap. As the instance grew, it became clear a CoE was needed to provide leadership, best practices, support and training. The document outlines key decisions for defining a CoE such as governance, structure, roles and resource needs. It emphasizes starting with the right resources and evolving the CoE to support ongoing growth.
In his latest book “Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way”, author Joseph Michelli presents a compelling case study and roadmap on how Mercedes-Benz USA, one of the most iconic brand names in the world, transformed and elevated customer sales and service experiences.
m-ize, software leader in enabling Connected Customer Experiences, hosted an interactive webinar with Joseph Michelli, New York Times #1 bestselling author.
During this webinar you will learn how to:
• Create a compelling vision for exceptional customer experiences
• Map out your key customer journeys and high value contact points
• Measure customer perceptions throughout their journey with you
• Mobilize employees and dealers to improve your delivery processes and resolve customer needs swiftly and constantly
• Link rewards and recognition to customer experience excellence throughout your organization
Webinar recording is available at http://m-ize.com/events/
This document discusses how Fliptop's predictive lead scoring helps companies like InsideView improve their marketing and sales processes. It describes how Fliptop uses over 3,500 data signals and 40+ data sources to build machine learning models that grade and score leads, contacts, accounts and opportunities. This predictive scoring helps InsideView qualify leads faster and improve their lead to marketing qualified lead conversion rates by 2.1x and reduce average lead qualification time from 21 to 7 days. Fliptop's scoring provides a quick way for sales and marketing to focus on the most promising leads and opportunities.
Achieving Awesome Adoption Through Training & Support by Louise LockieSalesforce Admins
Training users is key to adoption of new systems and avoiding bad habits. As Awesome Admins, training falls to us to deliver successful sessions and continue supporting users. When planning training, consider logistics like ensuring attendees and technology are confirmed, and set expectations. For the session, take tips like preparing the room, using a sandbox, keeping it relevant to users, and explaining the why behind processes. Continued training includes monitoring users, keeping in touch, and providing ongoing content, as learning should always continue. Beyond initial training, users also need support as #AlwaysLearning.
An experienced customer service professional seeking a position where they can utilize their expertise in relationship building, problem solving, and client satisfaction. They have over 8 years of experience at Bank of America handling wires, account management, and client services for both personal and commercial accounts. They are skilled in multiple bank systems, treasury products, team leadership, and resolving client issues.
The document discusses how corporate identity, service quality, and customer satisfaction are shaped through interactions. It outlines several dimensions of service quality including reliability, responsiveness, and empathy. Various techniques for evaluating service are mentioned, such as service gap analysis, the five whys method, and critical incident technique. Customer experiences are determined by both technical and functional aspects of service delivery.
The document discusses several personality and competency assessments:
1) The FITS Assessment profiles individuals on four comprehensive personality styles and helps understand how personality impacts behavior, thinking, and reactions.
2) The PPC20 assessment evaluates 20 competencies like initiative, communication, resilience, and decision-making to optimize employee potential and performance.
3) Assessments provide insights into personality preferences, communication patterns, and behaviors under different situations to improve self-awareness, interactions, productivity, and assign the right tasks and training.
Radial landscape mapping is a new brand mapping technique that visually plots brand personality attributes around the perimeter of a map and positions individual brands inside based on their association with the attributes. This provides a simple yet powerful view of a brand's positioning within its competitive landscape. Existing brand maps are seen as confusing, while radial landscape maps aim to improve visualization and understanding. Case studies demonstrate how the maps can be used to analyze brand perceptions across industries and how brand positioning may evolve over time. The technique is also presented as having applications beyond direct brand-attribute analysis, such as measuring social media engagement.
The document summarizes presentations given at a Salesforce.com event on managing property and casualty distribution with Salesforce.com. It describes how two insurance companies, Liberty Northwest and Sompo Japan, implemented Salesforce to improve agency management, increase visibility into relationships and sales pipelines, and streamline processes. Key activities supported by Salesforce included tracking agent hierarchies, opportunities, submissions, and performance metrics through custom objects, tabs and reports. Both companies benefited from increased productivity, decision making and coordination across teams.
The document discusses the importance of operational compliance and efficiency in the mortgage industry. It states that being "too busy to comply" is a major cause of audit problems and that day-to-day decisions can compromise compliance in pursuit of short-term goals. The company provides compliance reviews and consulting services to identify the root causes of problems and solutions. Their experience reviewing hundreds of operations each year allows them to provide realistic and effective solutions.
SM&A provides proposal management, technical management, and project management services to help organizations win government contracts and successfully complete projects. Their services include proposal development, oral presentations, lessons learned, requirements management, systems engineering, cost estimating, scheduling, risk management, and strategic planning assistance. SM&A helps analyze customers, competitors, and market trends to develop strategies for capturing new opportunities.
Transitioning from Excel to a Revenue Management SystemDuetto
Are you relying on spreadsheets to make critical forecasting and pricing decisions? Are you spending hours upon hours each week pulling reports and aggregating data? Technology innovations are paving the way for more educated decisions that will affect both operational efficiency and profitability at your hotel. It may seem daunting, but ditching Excel for a more comprehensive and user-friendly revenue management system will allow you to quickly pull reports and adjust prices on the fly.
This document summarizes Siemens Enterprise Communications' presentation on contact center metrics, goal setting, and benchmarks. It describes two options for customized presentations or webinars on these topics that Siemens offers to contact centers for free, with no sales content. It provides contact information for Dennis Hauser to discuss setting up one of these presentations and emphasizes that Siemens was awarded best in both unified communications and IP contact centers by Nemertes Research in 2011.
The document discusses challenges in talent management and recruiting pipelines. It outlines business challenges like trends in the labor market and the need to apply sales and marketing methods to recruiting. Technology challenges include basic CRM functionality missing from most applicant tracking systems. The solution presented leverages Salesforce's Force.com platform to manage contacts, leads, candidate generation, and recruitment marketing campaigns. It provides examples from Electronic Arts of migrating from an ATS to a hybrid CRM solution and measuring key metrics like leads, interviews, offers, and hires to track the recruiting pipeline and results.
Have you been thinking about what your next steps are in your career journey? Understanding Salesforce is a skill that can lead to a variety of industries and positions. Attend this session to learn how to build out your personal career map.
Looking for a new contact center outsourcer is rarely as simple as it sounds. That’s why we’ve pulled together our top “How To” procurement tips so you don’t have to spend hours hunting down the resources.
Are you a Salesforce Admin struggling to find a voice in your company and a seat at the table? Trust and Value are essential assets you can leverage to help you get that YES when proposing new features, attending an event or even getting that raise you know you deserve! Join me to learn three highly effective strategies that will help you earn Trust and prove your Value as an administrator.
WindowPayn Consulting provides billing and payment process consulting to help clients reduce costs and strengthen customer relationships. They assess a client's current processes, identify opportunities for implementing electronic billing and payment to reduce processing fees and accelerate cash flow. WindowPayn demonstrates ePayment solutions and provides cost analyses showing clients can save 75% on mailing costs by emailing bills and 89% in payment processing fees by shifting from credit cards to ACH. The conclusion is that electronic billing and payment presents significant savings opportunities for clients.
Paving the Path From Solo Admin to Centre of ExcellenceLouise Lockie
The document discusses the transition from a solo Salesforce administrator to establishing a Centre of Excellence (CoE). It begins with the early days when a single admin managed support and the roadmap. As the instance grew, it became clear a CoE was needed to provide leadership, best practices, support and training. The document outlines key decisions for defining a CoE such as governance, structure, roles and resource needs. It emphasizes starting with the right resources and evolving the CoE to support ongoing growth.
In his latest book “Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way”, author Joseph Michelli presents a compelling case study and roadmap on how Mercedes-Benz USA, one of the most iconic brand names in the world, transformed and elevated customer sales and service experiences.
m-ize, software leader in enabling Connected Customer Experiences, hosted an interactive webinar with Joseph Michelli, New York Times #1 bestselling author.
During this webinar you will learn how to:
• Create a compelling vision for exceptional customer experiences
• Map out your key customer journeys and high value contact points
• Measure customer perceptions throughout their journey with you
• Mobilize employees and dealers to improve your delivery processes and resolve customer needs swiftly and constantly
• Link rewards and recognition to customer experience excellence throughout your organization
Webinar recording is available at http://m-ize.com/events/
This document discusses how Fliptop's predictive lead scoring helps companies like InsideView improve their marketing and sales processes. It describes how Fliptop uses over 3,500 data signals and 40+ data sources to build machine learning models that grade and score leads, contacts, accounts and opportunities. This predictive scoring helps InsideView qualify leads faster and improve their lead to marketing qualified lead conversion rates by 2.1x and reduce average lead qualification time from 21 to 7 days. Fliptop's scoring provides a quick way for sales and marketing to focus on the most promising leads and opportunities.
Achieving Awesome Adoption Through Training & Support by Louise LockieSalesforce Admins
Training users is key to adoption of new systems and avoiding bad habits. As Awesome Admins, training falls to us to deliver successful sessions and continue supporting users. When planning training, consider logistics like ensuring attendees and technology are confirmed, and set expectations. For the session, take tips like preparing the room, using a sandbox, keeping it relevant to users, and explaining the why behind processes. Continued training includes monitoring users, keeping in touch, and providing ongoing content, as learning should always continue. Beyond initial training, users also need support as #AlwaysLearning.
An experienced customer service professional seeking a position where they can utilize their expertise in relationship building, problem solving, and client satisfaction. They have over 8 years of experience at Bank of America handling wires, account management, and client services for both personal and commercial accounts. They are skilled in multiple bank systems, treasury products, team leadership, and resolving client issues.
The document discusses how corporate identity, service quality, and customer satisfaction are shaped through interactions. It outlines several dimensions of service quality including reliability, responsiveness, and empathy. Various techniques for evaluating service are mentioned, such as service gap analysis, the five whys method, and critical incident technique. Customer experiences are determined by both technical and functional aspects of service delivery.
The document discusses several personality and competency assessments:
1) The FITS Assessment profiles individuals on four comprehensive personality styles and helps understand how personality impacts behavior, thinking, and reactions.
2) The PPC20 assessment evaluates 20 competencies like initiative, communication, resilience, and decision-making to optimize employee potential and performance.
3) Assessments provide insights into personality preferences, communication patterns, and behaviors under different situations to improve self-awareness, interactions, productivity, and assign the right tasks and training.
Radial landscape mapping is a new brand mapping technique that visually plots brand personality attributes around the perimeter of a map and positions individual brands inside based on their association with the attributes. This provides a simple yet powerful view of a brand's positioning within its competitive landscape. Existing brand maps are seen as confusing, while radial landscape maps aim to improve visualization and understanding. Case studies demonstrate how the maps can be used to analyze brand perceptions across industries and how brand positioning may evolve over time. The technique is also presented as having applications beyond direct brand-attribute analysis, such as measuring social media engagement.
How to prepare for presentation by Ann DadowAnn Dadow
Now these day most of person hesitate for giving presentation. Follow the easy and smart method of preparing presentation by Ann Dadow. Here you learn the best strategies to follow while giving presentation.
This is one of the tools of the Conversation Manager: understanding conversations about your brand: both online & offline. We use the input of the research to develop brand & company conversation strategies.
This document outlines 10 steps to prepare an effective presentation: 1) Consider the audience, context, and equipment; 2) Decide on a clear topic expressed in 1-2 sentences; 3) Structure the content in a logical sequence; 4) Include examples, anecdotes, and statistics to engage listeners; 5) Create visual aids to clarify points; 6) Check length and balance of sections; 7) Finish visual aids and handouts; 8) Plan intro/transition/conclusion wording and rehearse; 9) Rehearse the full presentation; 10) Anticipate questions and plan answers.
A strategic approach to planning presentations for EU trade associations, networks, NGOs based in Brussels.
Materials from our breakfast event on 12 September in Brussels.
How to prepare for an oral presentation 3 esogvinyals
This document provides tips for preparing and delivering an effective oral presentation. Students should thoroughly prepare their presentation, practicing and rehearsing at home like skilled artists and athletes. When presenting, students should speak clearly using language from class, include some visual aids, and only use key words rather than reading from notes. Presenters should remain calm, make eye contact with their audience, and speak confidently without reading directly from their materials. Proper preparation and practice are emphasized as keys to success.
Created for company team training on DiSC Personality Profiles. I took basic talking points and tried to make them visually interesting, personifying each of the four types with an animal and primary color scheme.
This document provides an overview of public speaking and oral presentations. It discusses key components such as understanding the audience, structuring the presentation, using effective language and style, managing timing, beginning and ending strongly, answering questions, and leveraging audio/visual aids. The main points are preparing by understanding the purpose and audience, organizing the content into a clear introduction, body, and conclusion, and practicing delivery techniques like voice, body language, and visual aids.
Personality refers to the unique characteristics that make an individual different from others and is shaped by both internal and external factors. There are several theories that seek to explain personality, including trait theory, psychoanalytic theory, and social learning theory. Personality develops through stages from infancy to adulthood according to theorists like Freud and Erikson. It is influenced by heredity, environment, family, social factors, and the situation. Various dimensions and theories like the Big Five traits and Myers-Briggs Type Indicator help categorize personalities. Personality traits such as locus of control, introversion/extroversion, and self-esteem are important for organizational behavior.
4 great public speaking tips effective presentation skills trainingAkash Karia
4 great public speaking tips effective presentation skills training
http://www.CommunicationSkillsTips.com
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Akash Karia is a professional speaker who has trained thousands of people worldwide, from bankers in Hong Kong to yoga teachers in Thailand to senior executives in Dubai. He is an award-winning trainer who has been ranked as one of the Top 10 Speakers in Asia-Pacific. He is currently the Chief Commercial Officer of a multi-million dollar company in Tanzania, in which capacity he heads the sales, relations and marketing departments of the organization.
Akash writes books on public speaking and success, sharing proven tools and techniques for the price of a cup of coffee. What separates him from other authors is that his books are based on hundreds of hours of intensive scientific research. All these tools are delivered in a simple, easy-to-read, step-by-step format that you can implement immediately.
http://www.CommunicationSkillsTips.com
ould you benefit from having a world-class public speaking and presentation skills coach in your corner?
How would your career improve if you could learn how to speak powerfully and persuasively?
What would it be worth to you if you could learn the techniques to win key decision makers over to your way of thinking?
Akash Karia is a professional speaker who has taught presentation skills to thousands of people worldwide, from bankers in Hong Kong to yoga teachers in Thailand to senior executives in Dubai. He is an award-winner trainer, author of “Speak Like a Winner” and been ranked as one of the Top 10 Speakers in Asia-Pacific.
If you have an important presentation or speech coming up, or if you want to dramatically transform your presentation skills and become a powerfully persuasive speaker, then this is an investment that will pay off big dividends.
Fees start at $47 per hour
If you would like to have a professional coach help you become a powerfully persuasive speaker, the first step is to contact Akash via akash@AkashKaria.com with the Subject Line: Skype Coaching. Feel free to add him on Skype (Akash.Speaker).
http://www.CommunicationSkillsTips.com
Cheap food prices in the United States mask hidden costs that negatively impact society. Industrial agriculture receives billions in subsidies each year and externalizes environmental and health costs. True food prices would be significantly higher if the industry covered all costs itself without government assistance or ignoring external impacts.
The document discusses overcoming barriers to adoption such as cost by providing interest free loans and matching grants. It also discusses helping orphans in Ukraine transition out of orphanages at age 16 to adult living within 2 years by teaching daily responsibilities and nurturing friendships, as well as indigenous adoption and foster care programs.
El documento describe los pasos que una persona debe seguir si experimenta un ataque al corazón mientras está sola. Indica que se debe toser vigorosamente cada dos segundos, inspirando profundamente antes de cada tosido, para mantener la circulación de la sangre y ayudar al corazón a recuperar su ritmo normal hasta que se pueda obtener ayuda médica.
Outdoor movie nights, live bands, inflatables, and interactive themes like casino nights are suggested for events and parties to bring people together and provide entertainment. Professional lighting, sound, staging, and video services are also offered for indoor and outdoor events of various sizes and types, including performances, receptions, and weddings, to enhance the atmosphere and experience.
Contact Center 09 – Not Just Surviving But Thriving In A Down EconomyRightNow Technologies
Keynote speaker, Donna Fluss, president of DMG Consulting, shares key strategies to help you:
- Improve productivity by reducing expenses
- Provide an outstanding customer experience
- Generate incremental revenue
- Retain customers
Next you’ll here from RightNow's Director of Product Marketing, Stephen Bell. Steve will unveil technologies that will help you deliver on the recommended strategies.
Virtual assistant technology is helping over 350 customer-facing organizations improve customer service while managing growth. By answering over 85 million questions, virtual assistants are increasing first call resolution rates by 10-50% and reducing call volumes by 25-50%, allowing contact centers to scale efficiently while improving customer satisfaction. Virtual assistants provide a consistent customer experience across channels by handling common questions through self-service, freeing agents to focus on more complex inquiries.
Free Call Center Training | Call Center Best PracticesMetricNet
This document discusses best practices for call centers. It introduces a 4 step model for achieving excellence: 1) Measure key performance metrics, 2) Benchmark metrics and diagnose gaps against peers, 3) Prescribe actions to address gaps, and 4) Implement the action plan. Critical metrics include cost per contact, customer satisfaction, and agent utilization which are measured through ongoing benchmarking against a database of over 3,000 global call centers. World-class call centers implement best practices to provide superior customer experiences at lower costs.
Leveraging Data for a True Omnichannel ExperienceSandy Karcher
Whether engaging with your brand in store, on the website, via mobile app or across the vast array of social channels your customer expects a consistent brand voice and quality of experience. How do you learn about your customer’s behavior across these channels and adjust your strategy accordingly? Does every brand need to exist on every channel or can you focus your efforts to those channels most popular with your target demographics? Learn the answers to these questions and the specific practices to guide your own brand through this process.
Multivendor management involves the governance and orchestration of multiple customer service providers to deliver a consistent customer experience across channels and locations. Key aspects of multivendor management include command center operations for real-time performance monitoring and issue resolution, workforce planning and forecasting, and reporting and analytics to drive continuous improvement. Effective multivendor management aims to streamline operations and ensure contractual service levels are met across all customer interactions.
This document provides a summary of a presentation on trends in the South African contact centre industry from 2009 to 2010 and beyond. It discusses key challenges such as increasing customer satisfaction while reducing costs and risks. It provides statistics on the size and characteristics of the South African contact centre industry. It also examines important trends such as staffing issues, technology developments, outsourcing, connectivity improvements, the growth of social media, and new legislation that will impact the industry.
Code Red for CODE-P: What’s a Customer Omnichannel Digital Experience Platfor...Precisely
As customer communications management (CCM) continues to evolve to a more customer experience management (CXM) focus for companies at a rapid pace, we are seeing a new category emerge in the market. CODE-P’s, or Customer Omnichannel Digital Experience Platforms, enable organizations to offer a holistic approach to managing all customer communications – transactional, servicing and marketing – while simultaneously creating a more seamless and cohesive end-customer experience. The impact of this shift is significant – 63% of bank customers for example, say they would switch banks if communications don’t meet expectations. But if you’re trying to combine legacy systems it’s not an easy task, as fragmented systems were not designed to evolve together leaving you at risk for significant customer attrition.
With the recent announcement of the acquisition of CEDAR CX by Precisely, this new CODE-P category is taking shape, combining the expertise of hosted managed service platforms with legacy CCM service providers. And Aspire believes this cloud-based solution will help companies further fast-track changes and innovation in regulated communications. Join this Aspire-hosted webinar to hear from experts Kaspar Roos, founder & CEO of Aspire; Greg Van den Heuvel, EVP & GM of Precisely; and Richard Bishop, Sales EVP of Precisely, on the future of this space and the impact customer communications can make on the success of your CX.
Get your free whitepaper at https://ap.pn/2M6sDs4
New customer expectations across all facets of engagement are challenging how traditional contact centers operate. Pressure is building to optimize customer experience, improve agent productivity, and deliver on strategic business initiatives.
But, the market conditions are changing and organizations have to be prepared to embrace:
-- The growing complexity and number of communication channels
-- New and evolving regulatory compliance requirements
-- Disruptive technologies, including Artificial Intelligence (AI) and Robotic Process Automation (RPA)
Forward thinking leaders are leveraging technology to transform their operations into Intelligent Contact Centers™, redefining the customer experience—and business value they bring to the organization.
Download the whitepaper for insight into how organizations are building next generation contact center applications. https://ap.pn/2M6sDs4
This document provides an overview of RightNow's Web Experience Solution for providing self-service customer support through a branded online portal. It discusses challenges with customer support over phone and email, and how the RightNow solution allows companies to provide support through their website using features like FAQs, search, links to live support channels, and a customizable interface. Case studies are presented showing how various companies were able to improve customer satisfaction, reduce costs, and increase sales through implementing RightNow's web self-service solution.
The document discusses opportunities to improve the patient experience for accessing healthcare. It notes that patients now expect seamless, on-demand access across any channel based on experiences with other industries. However, most healthcare organizations still focus primarily on phone-based access and measure success based on call metrics rather than the patient perspective. The document advocates designing access with a patient-centered, omni-channel approach to provide a consistent experience across online, mobile, phone and social media channels. This would better meet evolving patient expectations for convenient, on-demand access to information and services.
1) inContact is a cloud contact center provider that has over 1,800 implementations, 85,000 agents, and handles over 10 billion calls annually.
2) The document discusses inContact's secure and reliable cloud platform and their experience serving customers across various industries in reducing costs, scaling operations, and improving customer experiences.
3) Customer testimonials praise inContact's flexibility, features, and expertise in helping companies contain costs, scale easily to meet demands, and leverage a complete contact center platform.
The document discusses how Avaya helps companies implement multichannel contact centers. It begins by outlining trends driving customer preferences for multiple communication channels. Avaya offers solutions like Elite Multichannel that allow agents to handle different media like voice, email, chat and video within one application. The benefits are outlined as well for customers, companies and contact center managers. Specific use cases are then reviewed like social media management, multi-media outbound applications and video capabilities.
The document discusses customer relationship management (CRM) and the role of call centers and sales force automation within a CRM system. It provides an overview of call center technologies like telephone lines, computer telephony integration, and automatic call distribution software. It also describes call center methodologies like scripting dialogues and training agents. The document then discusses key functions of sales force automation systems, including management of sales force information, leads, contacts, territories, and offers.
Uni Systems is a 174 million euro systems integrator that has been in the ICT business for over 40 years. It has over 1300 consultants and technology professionals operating across 300+ projects in 57 countries. 89% of its revenues come from services. Customer experience is handled by all departments across an organization, not just customer support or marketing. Uni Systems helps companies measure and improve their customer experience through integrated customer relationship management systems, contact center technologies, digital onboarding, voice of customer programs, and customer journey management tools that provide a holistic view of the customer.
10 Ways to Increase Agent Productivity Through Contact Center Automation.pptxNovelVox
Contact center automation refers to the process of letting technology take over repetitive and manual tasks. Ranging from RPA (Robotic Process Automation) to conversational (voice and chatbot) assistants, the whole landscape of contact center processes is getting transformed.
Here are ten ways why contact center automation merits our attention and has proven itself to be the future of contact center customer communication:
For more information:
Url: https://www.novelvox.com/
Email: marketing@novelvox.com
Phone No: +18885448081
Customer Experience Breakout Session - Dreamforce to YouSalesforce_Nordics
- Managing customer experience across digital and traditional channels is critical as customers increasingly switch providers due to poor experiences. Traditional companies face transformation challenges in this new landscape.
- Key capabilities for companies include building and maintaining customer profiles, connecting all digital and manual touchpoints, and creating 1-to-1 customer journeys across every channel. This ensures visibility and real-time analytics across all touchpoints.
- Salesforce capabilities demonstrated empower customer service through faster support, smarter apps, and actionable analytics to provide effortless experiences for customers across every touchpoint of their journey.
Delivering an exceptional customer experience (CX) through personalized omni-channel communications has never been more important to drive revenue, build customer loyalty, and sustain a competitive advantage ,deliver critical business communications that are highly personalized and interactive —and drive profitable customer engagement. Super brands like Amazon, Google and Apple have skyrocketed customer expectations. Customers of today prefer relevant and personalized communications in real-time, through the channel of their choosing.
For More Details: http://www.edc.ae/services/customer-communication-management/
The document discusses implementing an integrated service desk to improve customer experience and operational efficiency. Currently, service requests are handled ad-hoc without consolidation or prioritization, resulting in mixed customer experiences and succession risks. The proposal recommends adopting best practices like knowledge management, improved agent desktop tools, and increased support channels to achieve a target 68% first contact resolution rate. A phased approach is outlined, with initial focus on integrating phone, email, and a knowledge base to reduce call volumes and costs while improving agent productivity and customer satisfaction.
The document summarizes key points from the Annual Call Center Expo 2010 conference. It provides details on the opening remarks which shared attendee demographics and top challenges in the call center industry. The opening keynote by John Foley discussed achieving high performance through critical thinking and establishing increasing levels of belief through vision, planning, trust, and accountability. Additional sessions covered contact center operations issues like forecasting, staffing models, and the relationship between service levels and quality. The document concludes with a session on the top 25 call center brands according to JD Power and how the #1 ranked USAA delivers an excellent customer experience.
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