Contact Center Processes - Best PraticesBrian Hughes
Call Centers remain the crucial touch point in Customer Relationship Management (CRM). To help companies win additional customers and market share, they must give customers superior service while delivering measurable business value at low cost. Optimizing operational processes – in addition to customer delivery processes – helps call centers meet these goals. This paper describes how organizations can use this approach to achieve “Top Box” performance in customer delight while significantly reducing costs and improving enterprise competitiveness.
The Importance of Great Service Desk DesignCA Nimsoft
Today’s service desk users are used to intuitive SaaS-based applications like Facebook and LinkedIn designed with a totally different kind of user in mind.
www.nimsoft.com
Contact Center Processes - Best PraticesBrian Hughes
Call Centers remain the crucial touch point in Customer Relationship Management (CRM). To help companies win additional customers and market share, they must give customers superior service while delivering measurable business value at low cost. Optimizing operational processes – in addition to customer delivery processes – helps call centers meet these goals. This paper describes how organizations can use this approach to achieve “Top Box” performance in customer delight while significantly reducing costs and improving enterprise competitiveness.
The Importance of Great Service Desk DesignCA Nimsoft
Today’s service desk users are used to intuitive SaaS-based applications like Facebook and LinkedIn designed with a totally different kind of user in mind.
www.nimsoft.com
Application Management and Support - Shared Services Featuring the Pay Per Ti...Jade Global
Today, a variety of IT applications support business processes, giving it a competitive edge. Hence, applications that drive these businesses need to evolve just as rapidly while ensuring uninterrupted service to the customer.
Systems and applications do stabilize over time, but they still need maintenance. However, maintaining support resources and infrastructure can be costly and time consuming. Several models have emerged in the recent past that try and address this challenge, however a majority of them have had little success, frustrating service providers and customers alike and leaving neither of them satisfied.
In this webinar, our Consulting Director, Manoj Machiwal, will talk about how to address these challenges using the Pay per Ticket Model, a phase of new revolution in the AMS industry.
Get the maximum from your application support and maintenance investments and take a look at the future road map of AMS.
Know more, please visit: http://www.jadeglobal.com/
Document Management and Record Management coursesRajendra Salunke
Get your Document Control courses done today thru Indus Infosolutions LLP....for online courses visit www.controlaz.com and for classroom training contact info@indusinfosolutions.com
Sr Technical Engineer (Incident/Problem/Change Management)Uday Vardhan
Present Role: Sr Technical Engineer (Incident/Problem/Change Management)
The role includes managing daily operations of BMC Remedy On Demand environment and performing Incident, Change management and Problem Management for one of the largest Data Center located at USA which hosts thousands of servers and network devices.
Increasing Revenue & Customer Loyalty with Email MarketingKelley Sieger
These slides are from a webinar hosted by ClaritySoft and CU Training, a ClaritySoft customer. Mary-Ann Pederson, VP Marketing at CU Training, begins by giving her perspective on several CRMs she has used over her career and then demonstrates how she used CRM/Email Marketing to grow her business 23% last year.
Presentation from SmartERP at Alliance 12 Conference. Topics cover solutions to streamline and simplify PeopleSoft including HR Personnel Action Forms, Financials Purchase Order, AP Voucher, Travel Authoriziation, and Expenses.
Application Management and Support - Shared Services Featuring the Pay Per Ti...Jade Global
Today, a variety of IT applications support business processes, giving it a competitive edge. Hence, applications that drive these businesses need to evolve just as rapidly while ensuring uninterrupted service to the customer.
Systems and applications do stabilize over time, but they still need maintenance. However, maintaining support resources and infrastructure can be costly and time consuming. Several models have emerged in the recent past that try and address this challenge, however a majority of them have had little success, frustrating service providers and customers alike and leaving neither of them satisfied.
In this webinar, our Consulting Director, Manoj Machiwal, will talk about how to address these challenges using the Pay per Ticket Model, a phase of new revolution in the AMS industry.
Get the maximum from your application support and maintenance investments and take a look at the future road map of AMS.
Know more, please visit: http://www.jadeglobal.com/
Document Management and Record Management coursesRajendra Salunke
Get your Document Control courses done today thru Indus Infosolutions LLP....for online courses visit www.controlaz.com and for classroom training contact info@indusinfosolutions.com
Sr Technical Engineer (Incident/Problem/Change Management)Uday Vardhan
Present Role: Sr Technical Engineer (Incident/Problem/Change Management)
The role includes managing daily operations of BMC Remedy On Demand environment and performing Incident, Change management and Problem Management for one of the largest Data Center located at USA which hosts thousands of servers and network devices.
Increasing Revenue & Customer Loyalty with Email MarketingKelley Sieger
These slides are from a webinar hosted by ClaritySoft and CU Training, a ClaritySoft customer. Mary-Ann Pederson, VP Marketing at CU Training, begins by giving her perspective on several CRMs she has used over her career and then demonstrates how she used CRM/Email Marketing to grow her business 23% last year.
Presentation from SmartERP at Alliance 12 Conference. Topics cover solutions to streamline and simplify PeopleSoft including HR Personnel Action Forms, Financials Purchase Order, AP Voucher, Travel Authoriziation, and Expenses.
1. Richard Smeltz
“Achieving better results through cross-functional experience”
Training – Sales – Management – Technical
Experience
• Corporate Training
• Sales
• Management
• Technology Consulting
• Electronics / Mechanical
2. Richard Smeltz
Formal Education
Schools Attended
Muhlenberg College – Allentown, PA
http://www.muhlenberg.edu/
Bachelors Degree – Business
Graduated 2006 with Distinction
Ryder Technical Institute
(Now Lincoln Tech.) – Allentown, PA
Associate Degree – Electronics
3. Richard Smeltz
Employment History
Current and Previous Employment
Iron Mountain
MarketSource
Dunn & Bradstreet
Innovative Control Systems
Xerox Corporation
4. Richard Smeltz
Iron Mountain
Corporate Training -
Customer Response Trainer
SharePoint® administrator for Customer Care website
Designed user friendly website front end for multiple team
Standard Operating Procedure (SOP) access and quick links
to many frequently used applications
Revised format of Standard Operating Procedures that
previously required multiple team involvement into a format
in which individual representatives could resolve
themselves.
• Included screen shots and hyperlinks within
documentation to improve comprehension and efficiency
• Vast improvement in one call customer resolution –
Improvement of 63.5% in 6 months
5. Richard Smeltz
MarketSource
Training - Retail
Account Sales Representative
Training Retail Store Personnel
H brand products
PC’s
Printers
Peripheral computer products
Product Demonstrations and Sales
6. Richard Smeltz
Dunn and Bradstreet
Sales – Call Center
Business Consulting
Credit Specialist for small business
Sold services to build, improve, and monitor commercial
credit reports and to provide products to mitigate financial
risk.
Developed a work sheet for caller information that provided a
valuable tool for follow up activity and proposed product
pricing.
Worked with Marketing Dept. to improve mailers and to
ultimately improve sales results.
7. Richard Smeltz
Innovative Control Systems
Training – Training development and delivery
Corporate Trainer
Developed a training program designed to educate both
employees and customers of ICS.
• Training program included documentation, presentations, and eLearning
material that was distributed to employees and customers.
• Developed and delivered regional customer seminar training presentations
Performed a cross functional roll between departments to
improve product quality and reliability that resulted in expedited
problem resolution
Traveled with company Vice Presidents to high profile accounts
Wrote customer training that resulted in:
• A significant reduction in customer problem calls
• Improvement in Support Center average call time duration
8. Richard Smeltz
Xerox Corporation
Corporate Training
Technology Specialist
Provided Technology and PC support for over 300 service
personnel located in central and eastern Pennsylvania
Planned, organized, and implemented laptop computer and
software training
Developed technology presentations and demonstrations for
customers
Pioneered the structure of a performance information
system for field personnel that provided access to selected
workgroup performance metrics
Renegotiated technology related contracts that resulted in
an annual saving of more than $10,000
9. Richard Smeltz
Xerox Corporation
Sales
Marketing/Account Representative (Sales)
Sold copiers and document creation equipment to major
accounts in the Lehigh Valley area
Scheduled customer appointments, cold calling, product
demonstrations, written sales proposals, and financing
/lease options were exercised in this sales capacity
Sold the highest number of units in Sales District the first
year
Service Marketing Representative (Sales)
Sold service maintenance agreements to Xerox customers
throughout the eastern Pennsylvania area
Formed the first National Conference Call for Service
Marketing Sales Reps.
10. Richard Smeltz
Xerox Corporation
Management
Field Manager - Customer Service
Managed a service team that provided customer service for
Xerox brand copiers, fax, and printer products
Team and staff meetings were conducted frequently as well
as quality improvement and problem solving sessions
A balanced effort of reaching corporate business objectives
while maintaining employee and customer satisfaction was
continually strived for in daily managerial activities
Advocated and won support for District service team
realignment. This realignment included taking existing multi
product Service Teams and combining them into multiple
Specialized Product Teams; resulting in reduced training
requirements and improved product reliability.
11. Richard Smeltz
Xerox Corporation
Technical
Customer Service Engineer (Service)
Repaired and maintained copiers and high end
duplication and publishing equipment
Setup, repair, and maintenance of digital front end
computers and scanner equipment
Work group facilitator and team specialist for
copier team
Par Club and Presidents Club awards for
providing outstanding customer service
12. Richard Smeltz
My value add to your company
Good fit – multitalented
Versatility
Corporate Training
Sales Experience – Retail, Call Center, Field
Management Experience
Technical – PC’s, Electronics, Electrical Wiring, Mechanical
Computer Skills – Hardware, Software, Peripherals
Passion for Excellence
Consistent quality work
Customer focused
Creative
Reliable
Personable