Customer Contact Market Report
HIGHLIGHTS
Outsourcing still provides meaningful cost savings, representing roughly 20% of the total market with approximately 2.0 million outsourced agents located primarily in India and the Philippines.
Technology developments, vendor pruning, and consumer demand push providers to expand their product, service, and channel offerings.20
M&A activity expected to increase steadily in 2017 as corporate profits and consumer spending increases.
FCC onshoring initiatives continue to create jobs within big industry players via organic growth and acquisitions.19
Steady growth opportunities on a go-forward basis as the global customer contact management market is expected to grow to $81 billion by 2018 representing a CAGR of 6.1%.
U.S. based healthcare legislative changes and requirements will increase costs and complexity of compliance.
2015 YEAR IN REVIEW
Advancing technology and differentiation boost growth rates
2015 was an exciting year for the Customer Contact Management (CCM) industry, with huge strides in technology, automation, differentiation, and omni-channel diversification. Customers want to use the channel that most quickly solves their problems, including voice, chat, text, and social media. Corporate services expanded their technology offerings making large technological advances, as witnessed with Amazon's new Alexa -- a virtual assistant that can answer a wide variety of questions from weather to traffic. These technological advances around automation create a surge of efficiency and growth opportunities for CCM businesses. According to International Customer Management Institute (ICMI), nearly 55% of customers want an automated self-service experience, increasing efficiency and decreasing costs for businesses. In addition, 80% of companies plan to use customer service as a way to differentiate themselves from their competition.4
Objetivo
Despertar táticas de lidar com pessoas com o objetivo de alcançar melhores resultados para a empresa.
Palestrante
Julio Pugliesi
Formação em Engenharia Mecânica pela E.E.MAUÁ
Especialista em Finanças e em Ensino Superior pela PUC Campinas
Pós graduação em Administração de Empresas pela FGV - SP
Curso de Direito pela PUC Campinas
Foi executivo da Esso, Grupo A Especialista, EPTV Globo e Grupo Siber
Ex sócio diretor do grupo J&J
Foi professor de Marketing e RH da PUCC, UNISO e IPEP
Foi Diretor do IBEF Campinas, do GRHUS e da ACIC.
Matt Alder shares the lessons he has learned from a career surfing the wave of digital disruption and gives his view on the roles HR should play in Digital Transformation. For presentation audio please go to http://rfpodcast.com/2017/01/ep-76-hr-and-digital-transformation/
Individual Based-Training, Coaching and Counseling Presentation By Aman DwivediAman Dwivedi
Individual Based-Training, Coaching and Counseling
Need for Individual Training
Benefits to the organization
The individual will also benefit in terms of
Training
Training cycle
Coaching
Types of coaching
Steps in Coaching
Counseling
Steps in counseling
Customer Contact Market Report
HIGHLIGHTS
Outsourcing still provides meaningful cost savings, representing roughly 20% of the total market with approximately 2.0 million outsourced agents located primarily in India and the Philippines.
Technology developments, vendor pruning, and consumer demand push providers to expand their product, service, and channel offerings.20
M&A activity expected to increase steadily in 2017 as corporate profits and consumer spending increases.
FCC onshoring initiatives continue to create jobs within big industry players via organic growth and acquisitions.19
Steady growth opportunities on a go-forward basis as the global customer contact management market is expected to grow to $81 billion by 2018 representing a CAGR of 6.1%.
U.S. based healthcare legislative changes and requirements will increase costs and complexity of compliance.
2015 YEAR IN REVIEW
Advancing technology and differentiation boost growth rates
2015 was an exciting year for the Customer Contact Management (CCM) industry, with huge strides in technology, automation, differentiation, and omni-channel diversification. Customers want to use the channel that most quickly solves their problems, including voice, chat, text, and social media. Corporate services expanded their technology offerings making large technological advances, as witnessed with Amazon's new Alexa -- a virtual assistant that can answer a wide variety of questions from weather to traffic. These technological advances around automation create a surge of efficiency and growth opportunities for CCM businesses. According to International Customer Management Institute (ICMI), nearly 55% of customers want an automated self-service experience, increasing efficiency and decreasing costs for businesses. In addition, 80% of companies plan to use customer service as a way to differentiate themselves from their competition.4
Objetivo
Despertar táticas de lidar com pessoas com o objetivo de alcançar melhores resultados para a empresa.
Palestrante
Julio Pugliesi
Formação em Engenharia Mecânica pela E.E.MAUÁ
Especialista em Finanças e em Ensino Superior pela PUC Campinas
Pós graduação em Administração de Empresas pela FGV - SP
Curso de Direito pela PUC Campinas
Foi executivo da Esso, Grupo A Especialista, EPTV Globo e Grupo Siber
Ex sócio diretor do grupo J&J
Foi professor de Marketing e RH da PUCC, UNISO e IPEP
Foi Diretor do IBEF Campinas, do GRHUS e da ACIC.
Matt Alder shares the lessons he has learned from a career surfing the wave of digital disruption and gives his view on the roles HR should play in Digital Transformation. For presentation audio please go to http://rfpodcast.com/2017/01/ep-76-hr-and-digital-transformation/
Individual Based-Training, Coaching and Counseling Presentation By Aman DwivediAman Dwivedi
Individual Based-Training, Coaching and Counseling
Need for Individual Training
Benefits to the organization
The individual will also benefit in terms of
Training
Training cycle
Coaching
Types of coaching
Steps in Coaching
Counseling
Steps in counseling
Here are the slides on how to "Reverse Engineer" how to get an awesome IT job. We asked our top 40 students for tips on how to get hired. We're summarised their wisdom into this slide deck.
This is the 2019 edition of the "How to get a job" aka Career advice. This deck talks about the key things employers are interested in and things you as a student can do to make yourself more employable.
NOTE: These slides are meant as an accompaniment to the talk which provided more context and examples.
Designing and Driving UX Careers: A Framework for Empowering UX Teams (Ian Sw...Rosenfeld Media
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Enterprise UX 2016 • June 8, 2016 • San Antonio, TX, USA
http://2016.enterpriseux.net
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Web development is the art of creating a website for users browsing the Internet. The entire process of developing the web on the front-end involves creating a web design, producing content for the web, doing all the necessary client-side scripting, and ensuring network security configuration.
Our web development course trainers are IT specialists with real-time experience in the software development industry. So, you will get standard and best web development training. After completing this web developer course, we provide job assistance and course completed certification to all our students.
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I gave this talk to the agency I work at, as i'm the first 'creative technologist' there.
My thoughts on what my job means, where I think the industry is going and some inspirational stuff in the back end.
These slides are quite old - please see the latest version - http://www.slideshare.net/sermad1/what-is-a-creative-technologist
@sermad
My keynote from the UX South Africa 2014 conference in Cape Town, South Africa
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www.Creative-Energy.biz
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Here are the slides on how to "Reverse Engineer" how to get an awesome IT job. We asked our top 40 students for tips on how to get hired. We're summarised their wisdom into this slide deck.
This is the 2019 edition of the "How to get a job" aka Career advice. This deck talks about the key things employers are interested in and things you as a student can do to make yourself more employable.
NOTE: These slides are meant as an accompaniment to the talk which provided more context and examples.
Designing and Driving UX Careers: A Framework for Empowering UX Teams (Ian Sw...Rosenfeld Media
Ian Swinson: "Designing and Driving UX Careers: A Framework for Empowering UX Teams"
Enterprise UX 2016 • June 8, 2016 • San Antonio, TX, USA
http://2016.enterpriseux.net
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Web Development Courses in Surat Toptel Multimedia India, 1st Agency based institute in Surat, Gujarat, India. With 1500+ Candidate Placed, 120+ hours of live lecture, 10+ Live projects, 15+ Certificates,100% job assistance, 9+yrs industry expert
Web development is the art of creating a website for users browsing the Internet. The entire process of developing the web on the front-end involves creating a web design, producing content for the web, doing all the necessary client-side scripting, and ensuring network security configuration.
Our web development course trainers are IT specialists with real-time experience in the software development industry. So, you will get standard and best web development training. After completing this web developer course, we provide job assistance and course completed certification to all our students.
We train the skills you need to kickstart your career as a Web developer. In this web development training program, you will learn from programming fundamentals to launching full-stack web apps and resolving the problems with code while implementing industry best practices in a collaborative environment.
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Web Design Course in Surat 100% Job Assistance, 5 certificates, 250 Hours +, Classroom, 13Yrs+ industry Experts, 10000+Students Trained, 1000 + Placements, 2 centers. Join Free...
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Audegn was incorporated with a vision of raising the bar of the value chain. From managing brands to making brands, we coalesce everything that we know with everything that your brand needs. We are the doctors for your brand and advisors for your business.
I gave this talk to the agency I work at, as i'm the first 'creative technologist' there.
My thoughts on what my job means, where I think the industry is going and some inspirational stuff in the back end.
These slides are quite old - please see the latest version - http://www.slideshare.net/sermad1/what-is-a-creative-technologist
@sermad
My keynote from the UX South Africa 2014 conference in Cape Town, South Africa
It's a look at the state of play including:
- It's still easy to find poor website UX in South Africa
- Informing digital strategy by making and launching things
- Problems that executives of traditionally non-digital companies face as software slowly eats the word - and some solutions: Proactive research, digital product management, agile...
- Some of the skills and talents that unicorn UX designers need to have
www.Creative-Energy.biz
We help entrepreneurs and organizations become great. Using design, video, marketing, creative strategy and design thinking, we put your vision and message into communication platforms that engage your audience.
What it takes to be a "Good" Developer?Harshul Shah
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Waterfalls are great to watch... Iterative Design Thinkingnois3
But when you work on digital products working with waterfall methodologies is way too risky. Worst: you start building something on wrong assumptions and it takes forever to deliver.Either you are a big enterprise or a small startup, building great mobile products “per sé” doesn’t make any sense. You’ll always need to build them for your people.I will be presenting you the set of methods we use in nois3:Iterative Design based on multidisciplinary teams working on Jams/Sprints is fantastic to Define, Prototype, and Repeat. Adding a flavor of Data Driven UX will be your game changer to Discover.
Similar to Design your career path as a designer (20)
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3. Art + Tech Agency 3
2001 - 2002
Mul$media
Designer
2004 - 2007
Crea$ve Technology
Interac$on Designer
2004 - 2012
Orita Sinclair School of Design, New Medai & Art
Adjunct Lecturer
2004 - 2010
Republic Polytechnic
Academic Associate
2010 - 2014
Singapore Polytechnic
Adjunct Lecturer
Hyper Island
Master of Digital
Management
Dec 2014
Kaplan
Murdoch University
Part-Time Lecturer
20162007
Design Company Setup
Design Company Setup
in Yangon
My Path
9. I want to be a designer
because _____________
(i.e. I want to make the world a be?er place,
I want to help people with design )
20 years ++
Find Your Why 1
Achievement
10. "Twenty years from now you will be more disappointed by
the things that you didn't do than by the ones you did do. So
throw off the bowlines. Sail away from the safe harbor.
Catch the trade winds in your sails.
Explore. Dream. Discover."
Mark Twain
12. Find Your Passion
Technical / Technology Art / Design Business
Learning to use the tools Crea@vity Understand the User
Needs and Business Goal
2
13. Find Your Passion
Technical / Technology Art / Design Business
Programming
- Web Programming
- App Programming
Html, CSS, Javascript, Swi;, Ruby,
A;ereffects Script, Python, AS 3.0 and
etc
Digital FabricaGon: 3D printer, CNC.
Offset prinGng, Film development,
Technical wriGng
- Front-end Developer, Prototyper, Data
Scraper, Printer, Maker, Videographer
Learning to use the tools Crea@vity
2
Understand the User
Needs and Business Goal
14. Find Your Passion
Technical / Technology Art / Design Business
Drawing, Sketching, Storyboarding,
AnimaGon, Material studies, SpaGal
design, InteracGon design,
Anthropology, Copy wriGng,
History of Design/Art, Psychology,
Scent design, inclusive design,
photography, 360 video
- Web designer, Print designer, UX
designer, IXD designer, UI designer,
Interior designer, Photographer,
Product designer
Learning to use the tools Crea@vity
2
Understand the User
Needs and Business Goal
15. Find Your Passion
Technical / Technology Art / Design Business
Lean Startup, MarkeGng,
Business Management, Agile/
Scrum, Pitching, Business
Development, Digital
MarkeGng, SEO, SEM, Google
AnalyGcs, Adobe AnalyGcs,
Data Analysis, Market
Researcher
Learning to use the tools Crea@vity
2
Understand the User
Needs and Business Goal
16. Plan Your Learning
Technical /
Technology
Art / Design Business
WebsiteDesign
LogoDesign
StoryBoarding
Graphicdesign
HTML/CSS
WordpressCMS
SEOMarkeGng
1st Year
Photoshop
3
18. Plan Your Learning
Technical /
Technology
Art/ Design
Business
3
Unicorn
Design Director
Product Director
User Interface Designer
Visual Designer
InteracOon Designer
User Experience Designer
Service Designer
Product Designer
Growth Hacker
Digital Strategiest
Art DIrector
CreaOve Director
Graphic Designer
Web Designer
19. Art + Tech Agency 19
In the digital design industry, a
“unicorn” is a designer that
can create outstanding
idenOty, websites, web or
applicaOon UI, user experience
flows and studies as well as
implement their work.
Are you an Unicorn?
3
20. Art + Tech Agency 20
Find a Mentor & a Inspiring Team
This way
Just hang on!
4
Team is Everything
21. "You can't connect the dots looking forward; you
can only connect them looking backwards. So you
have to trust that the dots will somehow connect
in your future. You have to trust in something —
your gut, desOny, life, karma, whatever. "
Steve Jobs
25. My strength is
_____________
(i.e. ability to see new opportuniOes,
ability to help people to see their own strength, )
10 years ++
Discover Your Strength 5
26. 10 years ++
Discover Your Strength
Educator
Startup
Design
Consultant
5
i.e AirBnB
31. Recap
1.Find Your Why
2.Find Your Passion
3.Plan Your Learning
4.Find a Mentor & Team
5.Discover Your Strength
Achievement
32. T-Shaped Person
The vertical bar of the T
refers to expert knowledge
and experience in a
particular area.
While the top of the T refers
to an ability to collaborate
with experts in other
disciplines.
TDeep Skill
Broad Knowledge
IDEO - Tim Brown
33. T-Shaped Person
“The neo-generalist defies easy
classification. They are tricksters
who traverse multiple domains,
living between categories and
labels. Encompassing rather than
rejecting, the neo-generalist is both
specialist and generalist. A restless
multidisciplinarian who is forever
learning. They bring together
diverse people, synthesising ideas
and practice, addressing the big
issues that confront us in order to
shape a better future.”
TDeep Skill
Broad Knowledge
Kenneth Mikkelsen and
Richard Martin