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Xcel Energy
This document summarizes Xcel Energy's web and mobile customer interaction roadmap from 2009-2011. It discusses Xcel Energy's objectives to improve customer satisfaction while reducing costs and risks. The roadmap included launching a customer web portal in 2010, a mobile web and app in 2011, and a CRM system for residential customers. It provides details on Xcel Energy's current and planned interactive voice response, customer portal, social media, mobile, and home energy management capabilities. Metrics show the initiatives have increased customer satisfaction and self-service while reducing costs. The presentation outlines keys to success and future plans to create a more integrated customer experience across channels.
Cassettes
This document contains 4 reference numbers: 120305, 120102, 120104, and 120105. It appears to be a list of reference numbers related to some topic, but without more context it is difficult to determine the subject matter or significance of the individual references.
Cartuchos de Tinta
This document lists three reference numbers for cartridge parts: Ref. 110103, Ref. 110101, and Ref. 110102. It appears to be a listing of cartridge references for a pen, possibly for replacement cartridges for a pen identified as X5.
General Colin Powell On Leadership[1]
This document contains 18 lessons on leadership from General Colin Powell. Some of the key points covered in the lessons include: being responsible means making difficult decisions that will upset some people; leaders must be accessible and address their employees' challenges; leaders should not be afraid to challenge experts or conform to stereotypes; and effective leadership relies on attracting talented people and keeping things simple.
CSWeek2010XcelEnergy
Xcel Energy implemented a project to consolidate its three contact centers onto a single virtual call center platform. The project objectives were to improve customer satisfaction, reduce risks from old technology, lower expenses, and boost employee engagement. As a result of the project, customer satisfaction metrics, self-service transactions, and cost savings increased while staffing needs and abandon rates decreased. Key factors for the project's success included strong executive support, flexibility, and partnership between call center management and business systems.
Is Oxford happy?
From a talk at Oxford Geek Night 27 about Conversational Psychogeography (http://www.jonbounds.co.uk/blog/612/conversational-psychogeography-—-mapping-real-life-with-the-social-web/) and the Twitter account @isOxfordHappy
Recommended
Xcel Energy
This document summarizes Xcel Energy's web and mobile customer interaction roadmap from 2009-2011. It discusses Xcel Energy's objectives to improve customer satisfaction while reducing costs and risks. The roadmap included launching a customer web portal in 2010, a mobile web and app in 2011, and a CRM system for residential customers. It provides details on Xcel Energy's current and planned interactive voice response, customer portal, social media, mobile, and home energy management capabilities. Metrics show the initiatives have increased customer satisfaction and self-service while reducing costs. The presentation outlines keys to success and future plans to create a more integrated customer experience across channels.
Cassettes
This document contains 4 reference numbers: 120305, 120102, 120104, and 120105. It appears to be a list of reference numbers related to some topic, but without more context it is difficult to determine the subject matter or significance of the individual references.
Cartuchos de Tinta
This document lists three reference numbers for cartridge parts: Ref. 110103, Ref. 110101, and Ref. 110102. It appears to be a listing of cartridge references for a pen, possibly for replacement cartridges for a pen identified as X5.
General Colin Powell On Leadership[1]
This document contains 18 lessons on leadership from General Colin Powell. Some of the key points covered in the lessons include: being responsible means making difficult decisions that will upset some people; leaders must be accessible and address their employees' challenges; leaders should not be afraid to challenge experts or conform to stereotypes; and effective leadership relies on attracting talented people and keeping things simple.
CSWeek2010XcelEnergy
Xcel Energy implemented a project to consolidate its three contact centers onto a single virtual call center platform. The project objectives were to improve customer satisfaction, reduce risks from old technology, lower expenses, and boost employee engagement. As a result of the project, customer satisfaction metrics, self-service transactions, and cost savings increased while staffing needs and abandon rates decreased. Key factors for the project's success included strong executive support, flexibility, and partnership between call center management and business systems.
Is Oxford happy?
From a talk at Oxford Geek Night 27 about Conversational Psychogeography (http://www.jonbounds.co.uk/blog/612/conversational-psychogeography-—-mapping-real-life-with-the-social-web/) and the Twitter account @isOxfordHappy
Working in Visual Studio.Net
VS.NET provides an integrated development environment for creating .NET applications. It features IntelliSense, code completion, a code editor, support for projects and solutions, and integrated debugging. Projects are composed of files like code and project files. Solutions can contain multiple related projects. VS.NET allows configuring and compiling projects, as well as stress testing applications using its built-in Application Center Test tool.
Cm Leung
This document summarizes trends in global e-learning and discusses challenges in integrating technology and pedagogy for online learning. It covers:
1. Changing educational landscape with borderless education and new providers like corporate universities.
2. Trends include learner-centered and lifelong learning, while issues involve quality assurance and intellectual property rights.
3. An experiment on international distance learning between Rensselaer Polytechnic Institute and City University of Hong Kong that used videoconferencing and online collaboration tools.
IAUG_2012_627_Goldfarb
This document discusses Xcel Energy's implementation of a new IVR system to better handle peak call volumes. Some key points:
- The new system can handle up to 1700 calls simultaneously using Avaya technology, compared to the previous outsourced solution that could only handle 200,000 calls.
- It provides self-service options like outage logging and payment information. During high volumes, calls will be routed to the new in-house system or outsourced provider for assistance.
- The system uses automatic triggers and overflow routing to outbound lines to maintain service levels during peaks. It reduced costs by bringing functions in-house and improved the customer experience.
CX Trends
1. The document outlines 10 key customer experience trends for organizations, including delivering highly personalized content through predictive analytics, providing consistent experiences across customer touchpoints, and empowering customers to self-serve through improved knowledge management.
2. It also discusses trends like marketing becoming more integrated with customer experience, sales, service and data analytics; a focus on optimizing content for multiple screens; and the use of virtual assistants and virtual stores to enhance the customer experience both online and offline.
3. Finally, the document notes that investments in digital transformation will lead to more transparent organizations as lines between functions like marketing, sales and customer service continue to blur and data becomes a key competitive advantage.
Introduction to Visual Studio.NET
This document outlines a course on .NET programming with VB.NET. It introduces key .NET concepts like the Common Language Runtime (CLR) and assemblies. It describes how VB.NET code is compiled to MSIL and executed by the CLR. The course covers building classes and objects in VB.NET, object-oriented programming fundamentals, working with .NET framework classes, creating Windows and web forms applications, and data access with ADO.NET.
Consulting Frameworks - A Reference
The document discusses various strategic frameworks that can be used to analyze business problems and opportunities. It includes frameworks for analyzing declining profits, increasing profitability, increasing capacity, competitive response, new product introduction, international expansion, pricing strategies, investment decisions, mergers and acquisitions, hostile takeover defense, entering new markets, industry analysis, starting a new business, and turnarounds. Diagrams are provided to illustrate frameworks like the BCG matrix, GE-McKinsey matrix, Ansoff matrix, Porter's diamond, and value chain.
Vb.Net Web Forms
This document provides an overview of ASP.NET web forms and server controls. It discusses how to create a simple ASP.NET web form with code behind pages, introduces common server controls like labels and textboxes, and how to hook up event handling. It also covers using validation controls to validate user input on web forms.
Mission en Conseil Emailing pour Brandalley - MBAMCI
Lors de notre formation au MBAMCI, mes collègues Amal Dopchie, Marie Van Haecke et moi-même avions mené une mission en conseil opérationnel pour la société Brandalley.
Adw #15 : Les RP à l'heure du 2.0
L’atelier du web #15 vous propose 15 points clés pour passer des RP classiques aux RP 2.0.
Aujourd’hui, la pratique des relations presse (ou relations publics) est en pleine mutation et au coeur d’une stratégie de communication plus globale qui intègre la dimension digitale et, de plus en plus, les nouvelles pratiques des médias sociaux. Qu’est-ce que les RP 2.0 ? Quels sont les enjeux ? Quelles compétences et quels outils sont nécessaires pour piloter une campagne de RP digitales ? Quels moyens de mesure ?
Sandrine Charpentier, Consultante en RP digitales et fondatrice de l’agence RP 2.0 SC Conseil, vous livre son expertise et son expérience sur le métier des RP à l’ère du tout Internet.
Formation Social Media 2014
Formation Social Media
Retrouvez toutes nos formations en elearning video sur http://www.oncle-web.com
Personal branding, la maîtrise parfaite de linkedin
Le Personal Branding pour une maîtrise parfaite de Linkedin ou comment bien utiliser Linkedin
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Avec le Personal Branding, vous allez pouvoir vous décrire sur Linkedin de façon authentique et ciblée. L'objectif est de vous différentier des autres et de proposer une réelle expérience pour le lecteur.
Le Personal Branding est un processus de développement de marque personnel en 3 étapes: la découverte de la marque, la communique de celle-ci et finalement la vivre au jour le jour.
Notre catalogue 2012-2013
Aqui!Presse : service de formation professionnelle et de conseil à destination des élus,des journalistes et des professionnels de la communication.
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Intelligence collective et réseaux sociaux : comment le web 2.0 modifie la tr...
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Intelligence « intuitive », « culturelle », ou encore « en essaim » , autant de termes pour désigner la profonde mutation que subit la transmission d’informations de valeur à l’heure des réseaux sociaux. L’avènement du web social redistribue en effet la diffusion d’informations et le crédit accordé à ces dernières.
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Working in Visual Studio.Net
VS.NET provides an integrated development environment for creating .NET applications. It features IntelliSense, code completion, a code editor, support for projects and solutions, and integrated debugging. Projects are composed of files like code and project files. Solutions can contain multiple related projects. VS.NET allows configuring and compiling projects, as well as stress testing applications using its built-in Application Center Test tool.
Cm Leung
This document summarizes trends in global e-learning and discusses challenges in integrating technology and pedagogy for online learning. It covers:
1. Changing educational landscape with borderless education and new providers like corporate universities.
2. Trends include learner-centered and lifelong learning, while issues involve quality assurance and intellectual property rights.
3. An experiment on international distance learning between Rensselaer Polytechnic Institute and City University of Hong Kong that used videoconferencing and online collaboration tools.
IAUG_2012_627_Goldfarb
This document discusses Xcel Energy's implementation of a new IVR system to better handle peak call volumes. Some key points:
- The new system can handle up to 1700 calls simultaneously using Avaya technology, compared to the previous outsourced solution that could only handle 200,000 calls.
- It provides self-service options like outage logging and payment information. During high volumes, calls will be routed to the new in-house system or outsourced provider for assistance.
- The system uses automatic triggers and overflow routing to outbound lines to maintain service levels during peaks. It reduced costs by bringing functions in-house and improved the customer experience.
CX Trends
1. The document outlines 10 key customer experience trends for organizations, including delivering highly personalized content through predictive analytics, providing consistent experiences across customer touchpoints, and empowering customers to self-serve through improved knowledge management.
2. It also discusses trends like marketing becoming more integrated with customer experience, sales, service and data analytics; a focus on optimizing content for multiple screens; and the use of virtual assistants and virtual stores to enhance the customer experience both online and offline.
3. Finally, the document notes that investments in digital transformation will lead to more transparent organizations as lines between functions like marketing, sales and customer service continue to blur and data becomes a key competitive advantage.
Introduction to Visual Studio.NET
This document outlines a course on .NET programming with VB.NET. It introduces key .NET concepts like the Common Language Runtime (CLR) and assemblies. It describes how VB.NET code is compiled to MSIL and executed by the CLR. The course covers building classes and objects in VB.NET, object-oriented programming fundamentals, working with .NET framework classes, creating Windows and web forms applications, and data access with ADO.NET.
Consulting Frameworks - A Reference
The document discusses various strategic frameworks that can be used to analyze business problems and opportunities. It includes frameworks for analyzing declining profits, increasing profitability, increasing capacity, competitive response, new product introduction, international expansion, pricing strategies, investment decisions, mergers and acquisitions, hostile takeover defense, entering new markets, industry analysis, starting a new business, and turnarounds. Diagrams are provided to illustrate frameworks like the BCG matrix, GE-McKinsey matrix, Ansoff matrix, Porter's diamond, and value chain.
Vb.Net Web Forms
This document provides an overview of ASP.NET web forms and server controls. It discusses how to create a simple ASP.NET web form with code behind pages, introduces common server controls like labels and textboxes, and how to hook up event handling. It also covers using validation controls to validate user input on web forms.
Mission en Conseil Emailing pour Brandalley - MBAMCI
Lors de notre formation au MBAMCI, mes collègues Amal Dopchie, Marie Van Haecke et moi-même avions mené une mission en conseil opérationnel pour la société Brandalley.
Adw #15 : Les RP à l'heure du 2.0
L’atelier du web #15 vous propose 15 points clés pour passer des RP classiques aux RP 2.0.
Aujourd’hui, la pratique des relations presse (ou relations publics) est en pleine mutation et au coeur d’une stratégie de communication plus globale qui intègre la dimension digitale et, de plus en plus, les nouvelles pratiques des médias sociaux. Qu’est-ce que les RP 2.0 ? Quels sont les enjeux ? Quelles compétences et quels outils sont nécessaires pour piloter une campagne de RP digitales ? Quels moyens de mesure ?
Sandrine Charpentier, Consultante en RP digitales et fondatrice de l’agence RP 2.0 SC Conseil, vous livre son expertise et son expérience sur le métier des RP à l’ère du tout Internet.
Formation Social Media 2014
Formation Social Media
Retrouvez toutes nos formations en elearning video sur http://www.oncle-web.com
Personal branding, la maîtrise parfaite de linkedin
Le Personal Branding pour une maîtrise parfaite de Linkedin ou comment bien utiliser Linkedin
Au-delà des fonctionnalités techniques de Linkedin, le contenu est le nouveau moyen de se différentier.
Avec le Personal Branding, vous allez pouvoir vous décrire sur Linkedin de façon authentique et ciblée. L'objectif est de vous différentier des autres et de proposer une réelle expérience pour le lecteur.
Le Personal Branding est un processus de développement de marque personnel en 3 étapes: la découverte de la marque, la communique de celle-ci et finalement la vivre au jour le jour.
Notre catalogue 2012-2013
Aqui!Presse : service de formation professionnelle et de conseil à destination des élus,des journalistes et des professionnels de la communication.
Dirigé par Julien Voyez, le département "Formation et Conseil" développe une offre de formation et d'accompagnement dans le domaine des métiers du numériques et de la communication à l'heure d'Internet et des réseaux Sociaux.
Intelligence collective et réseaux sociaux : comment le web 2.0 modifie la tr...
Paru dans la brochure IGRETEC, support TIC, n°6
Intelligence « intuitive », « culturelle », ou encore « en essaim » , autant de termes pour désigner la profonde mutation que subit la transmission d’informations de valeur à l’heure des réseaux sociaux. L’avènement du web social redistribue en effet la diffusion d’informations et le crédit accordé à ces dernières.
Journée ASIT VD 2014 - session 2
Gestion territoriale et innovation
Introduction par M. Alain Oulevey, président de la SIA Vaud
Planification d'infrastructures et de transports scolaires:
quel rôle pour la géomatique ?
Abram Pointet, MicroGis
La géomatique au service du développement des projets d’énergies renouvelables
Etienne Roy, Romande Energie
L'impression 3D pour l'architecture et l'urbanisme
Luc Dayer et Olivier Zieschank, d3Dprint SA
Google glass : exemple d'une application géolocalisée
Benoît Golay, Institut de recherche Icare
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- 2. FABER CASTELL MINA 4MM SUPER GRUES TIZA PASTEL PUSHING X12 SECA
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- 4. PIONEER X12 CRAYONES CREMOSO PROFESIONAL