What happens after deployment of a Virtual Contact Center? This presentation highlights the key technical support issues to consider before choosing a vendor for hosted contact center or IVR solutions.
This document discusses how to use IVR and self-service strategies effectively to enhance customer experience while reducing costs. It notes that many enterprises implement IVR incorrectly, creating complex menus that frustrate customers. To be successful, IVR should be simple, avoid unnecessary complexity, involve customer-facing employees, and pay attention to details. The document also outlines the business case for IVR and how to ensure self-service options are part of an effective multichannel customer service strategy.
Modern Software Licensing: New Trends and Optionslisaabe
Virtualization, Software Streaming and Cloud Computing,
Data Centre Backup, Software Shelving, Desupport and Tied Selling all create modern software licensing issues that are discussed in this presentation.
The presentation also reviews the new trends in licensing of Third Party Products and Open Source Software as well as new
Pricing Models for modern software licenses.
Everbridge Webinar: Truth and Consequences in Emergency NotificationEverbridge, Inc.
Evaluating incident notification systems and providers can cause anyone’s eyes to glaze over in dreaded anticipation. But the process doesn’t have to be laborious, overwhelming, or fraught with perils when you know the right questions to ask.
Learn how to effectively ask the right questions and get the right answers to quickly cut through sales pitches and marketing noise to understand how each will fit within your organization.
The document analyzes the strengths, weaknesses, opportunities, and threats of implementing an identity and access management (IAM) system. The strengths include cost benefits, easier compliance, and built-in authentication and authorization tools. Weaknesses are the high upfront investment cost and potential misunderstandings about IAM. Opportunities are reducing long-term costs, taking advantage of future IAM developments, and improving compliance with audits. Threats include lacking support from executives and other departments as well as implementing incomplete IAM solutions. The analysis aims to identify goals for leveraging strengths and opportunities while mitigating weaknesses and threats when deploying an IAM system.
El documento describe diferentes métodos para configurar subestaciones transformadoras de media tensión (MT) a baja tensión (BT). Explica las consideraciones generales sobre los transformadores MT/BT, los dispositivos de protección y los límites de potencia permitidos. Luego, presenta cuatro métodos clásicos para gestionar las subestaciones con uno o dos transformadores, incluidas opciones para usar un transformador como reserva o alimentar barras independientes de BT. El objetivo es satisfacer las necesidades del usuario mientras se garantiza la protección de la red y el aislamiento seg
Este documento es un folleto de una asesoría llamada Nertobriga que ofrece varios servicios relacionados con contabilidad, impuestos, nóminas, seguros y viviendas. Proporciona su dirección, horario y contacto, e incluye una lista detallada de los servicios que ofrece como contabilidad, facturación, gestión de impuestos, nóminas, seguros, comunidades de propietarios y certificados de eficiencia energética. Finalmente agradece la confianza y espera poder atender
El documento ofrece servicios de procesamiento y depuración de bases de datos, incluyendo la mezcla de múltiples listas, eliminación de duplicados, identificación de clientes físicos y morales, estandarización de nombres, separación de nombres y apellidos, asignación de género, estandarización de calles, colonias y códigos postales, adición de centros de reparto, y procesos adicionales como validación y separación de números telefónicos y correos electrónicos. Explica los objetivos,
This document discusses how to use IVR and self-service strategies effectively to enhance customer experience while reducing costs. It notes that many enterprises implement IVR incorrectly, creating complex menus that frustrate customers. To be successful, IVR should be simple, avoid unnecessary complexity, involve customer-facing employees, and pay attention to details. The document also outlines the business case for IVR and how to ensure self-service options are part of an effective multichannel customer service strategy.
Modern Software Licensing: New Trends and Optionslisaabe
Virtualization, Software Streaming and Cloud Computing,
Data Centre Backup, Software Shelving, Desupport and Tied Selling all create modern software licensing issues that are discussed in this presentation.
The presentation also reviews the new trends in licensing of Third Party Products and Open Source Software as well as new
Pricing Models for modern software licenses.
Everbridge Webinar: Truth and Consequences in Emergency NotificationEverbridge, Inc.
Evaluating incident notification systems and providers can cause anyone’s eyes to glaze over in dreaded anticipation. But the process doesn’t have to be laborious, overwhelming, or fraught with perils when you know the right questions to ask.
Learn how to effectively ask the right questions and get the right answers to quickly cut through sales pitches and marketing noise to understand how each will fit within your organization.
The document analyzes the strengths, weaknesses, opportunities, and threats of implementing an identity and access management (IAM) system. The strengths include cost benefits, easier compliance, and built-in authentication and authorization tools. Weaknesses are the high upfront investment cost and potential misunderstandings about IAM. Opportunities are reducing long-term costs, taking advantage of future IAM developments, and improving compliance with audits. Threats include lacking support from executives and other departments as well as implementing incomplete IAM solutions. The analysis aims to identify goals for leveraging strengths and opportunities while mitigating weaknesses and threats when deploying an IAM system.
El documento describe diferentes métodos para configurar subestaciones transformadoras de media tensión (MT) a baja tensión (BT). Explica las consideraciones generales sobre los transformadores MT/BT, los dispositivos de protección y los límites de potencia permitidos. Luego, presenta cuatro métodos clásicos para gestionar las subestaciones con uno o dos transformadores, incluidas opciones para usar un transformador como reserva o alimentar barras independientes de BT. El objetivo es satisfacer las necesidades del usuario mientras se garantiza la protección de la red y el aislamiento seg
Este documento es un folleto de una asesoría llamada Nertobriga que ofrece varios servicios relacionados con contabilidad, impuestos, nóminas, seguros y viviendas. Proporciona su dirección, horario y contacto, e incluye una lista detallada de los servicios que ofrece como contabilidad, facturación, gestión de impuestos, nóminas, seguros, comunidades de propietarios y certificados de eficiencia energética. Finalmente agradece la confianza y espera poder atender
El documento ofrece servicios de procesamiento y depuración de bases de datos, incluyendo la mezcla de múltiples listas, eliminación de duplicados, identificación de clientes físicos y morales, estandarización de nombres, separación de nombres y apellidos, asignación de género, estandarización de calles, colonias y códigos postales, adición de centros de reparto, y procesos adicionales como validación y separación de números telefónicos y correos electrónicos. Explica los objetivos,
- El ser humano es un alma eterna que toma un cuerpo temporal para aprender.
- El sufrimiento es inevitable y necesario para el crecimiento espiritual, y ocurre cuando nos resistimos a lo que sucede o cuando las cosas no salen como queremos.
- Debemos reducir nuestra ignorancia para aumentar nuestro nivel de conciencia y felicidad. Todas las experiencias, incluso las difíciles, son lecciones de aprendizaje.
Documento scannable el 25 01-2016 1 07-27tabata0911
La Unión Europea ha propuesto un nuevo paquete de sanciones contra Rusia que incluye un embargo al petróleo. El embargo se aplicaría gradualmente durante seis meses para el petróleo crudo y ocho meses para los productos refinados. Este paquete de sanciones requiere la aprobación unánime de los 27 estados miembros de la UE.
Hacia una estrategia_nacional_para_el_desarrollo_sostenibleJaime-Sequera
El documento presenta la Estrategia Nacional de Cambio Climático del Perú, que tiene el objetivo de reducir los impactos del cambio climático a través de estudios de vulnerabilidad y adaptación. También busca controlar las emisiones de gases de efecto invernadero mediante programas de energías renovables y eficiencia energética. Se describen las líneas estratégicas y las instituciones comprometidas con su implementación.
1) El documento explica las razones de cambio relacionadas y cómo resolver problemas que involucren razones de cambio de variables relacionadas entre sí. 2) Define la derivada como una razón de cambio y explica que en problemas de razones de cambio relacionadas se deben identificar las variables, sus relaciones y derivarlas para obtener una ecuación que vincule sus razones de cambio. 3) Presenta varios ejemplos resueltos que ilustran este procedimiento.
Proyecto de trabajo para desarrollar contenidos motrices y corporales en educación infantil. Destinado a niños del segundo ciclo, concretamente 4 años. Con la temática de los aviones.
La economía agrícola como ciencia social aplicada.Perla Jimenez
La economía agrícola trata los problemas relacionados al sector agropecuario y forestal de un país o empresa. Analiza estos temas a nivel macroeconómico y microeconómico. Estudia los tres sectores económicos - primario, secundario y terciario - con énfasis en el sector primario de agricultura, ganadería y pesca. Explora la evolución histórica de la economía agrícola y sus diferentes escuelas de pensamiento.
2. requerimientos de la aduana (cpb custom & border protection) de estados ...ProColombia
Este documento resume un seminario de capacitación sobre exportaciones de Colombia a los Estados Unidos bajo el Tratado de Libre Comercio entre los dos países. Explica los beneficios del TLC sobre acuerdos comerciales anteriores y destaca que el TLC ofrece acceso permanente y sin aranceles al mercado estadounidense para productos colombianos. También cubre temas como los requisitos de origen, certificados de origen, y agencias involucradas como la CBP de Estados Unidos.
El documento presenta una introducción a Ruby on Rails y al desarrollo guiado por pruebas (TDD) usando RSpec. Explica las características principales de Ruby y Rails, incluyendo el patrón MVC y las migraciones de base de datos. También describe los tipos de pruebas como feature specs, model specs y controller specs, y cómo aplicar TDD siguiendo un enfoque top-down u bottom-up.
El relato describe la visita de un hombre al misterioso pueblo de Innsmouth, Massachusetts, donde descubre secretos oscuros sobre sus habitantes. El viejo Zadok Allen le cuenta que el capitán Obed Marsh hizo un pacto con criaturas marinas a cambio de prosperidad, iniciando un culto y mezclándose con dichas criaturas. Más tarde, el protagonista descubre que es descendiente de Marsh y que su apariencia está cambiando, aceptando su destino de unirse a las criaturas submarinas.
Ivabradina: Fundamentos y Evidencia de su Utilidad ClínicaErnest Spitzer
Este documento resume el mecanismo de acción, antecedentes y evidencia clínica de la ivabradina. La ivabradina inhibe selectivamente la corriente If en las células del nodo sinusal, reduciendo la frecuencia cardíaca sin afectar la conducción ni la contractilidad. Estudios previos mostraron su eficacia en la angina estable y su seguridad. El estudio SHIFT demostró que la ivabradina reduce la mortalidad y hospitalizaciones en insuficiencia cardíaca crónica.
The Journey from Print to to Online Journalism is Cloudy (Cloud Foundry Summi...VMware Tanzu
Keynote delivered by Lajos Lange, Matthias Naber from Axel Springer, and Tore Sagstuen from Fjord IT.
In order to ensure diverse, independent and high quality journalism in the future there is a need to rethink the classic publisher business while IT has to become part of the core products. On the way to digital transformation, we have to adapt to agile methodologies, and historically grown, complex infrastructures have to be reinvented in order to speed up the development process. With Cloud Foundry, we realized our vision of an innovative, fully automated service delivery platform by accelerating the time and quantity to market rate and reducing IT costs at the same time. The service oriented nature of the PaaS approach enables a modularization strategy for applications. We will discuss how Cloud Foundry’s capabilities helped to establish a culture of prototyping in combination with continuous delivery and business intelligence in order to form minimal viable products.
Este documento describe el contexto gerencial educativo del siglo XXI. Discuten que la escuela debe ser transformadora de la sociedad, participativa, democrática y luchar contra la exclusión. También debe ser un espacio para la formación integral en diversas áreas como la salud, producción, comunicación y paz. El documento también enfatiza la importancia de desarrollar competencias a través de la ciencia, estimular la imaginación de los docentes, y usar estrategias de planeación, organización, dirección y control en la gestión educativa.
Hand & Ink, a long tradition of beautiful lettersFrancis Chouquet
Talk done at Creative Mornings Geneva about calligraphy, lettering and a bit of typography. You should like it if you want to learn these fields or know more about them :-)
There’s a vast chasm between the hype and reality with today's IoT buzz. Here is a preview of the trends, predictions, value domains and routes to make your own initiatives a success.
El documento presenta una introducción a la seguridad de la información y la solución Oracle Information Rights Management (IRM). IRM permite proteger documentos y correos electrónicos mediante encriptación y la asignación de permisos de acceso, lo que ayuda a prevenir fugas de información y cumplir normativas de privacidad. La arquitectura de IRM distribuye la gestión de permisos entre servidores centralizados y agentes de escritorio para permitir la revocación centralizada de permisos y el trabajo sin conexión.
This document provides a playbook for information security (infosec) professionals to build a business case and get budget approval from executive leadership (C-suite) for security initiatives. It outlines a 7-step process: 1) conduct a business impact analysis, 2) perform a security audit, 3) run security scans, 4) develop a remediation plan, 5) present findings and recommendations to the C-suite, 6) continue reporting and be prepared for future opportunities, and 7) implement approved security products and services. The goal is to understand business risks, identify technical vulnerabilities, prioritize remediations, and educate leadership on security needs using business terms and metrics. Ongoing communication, transparency and demonstrating progress are
The document discusses how a technical publications team took ownership of user support forums at a company. It provides tips for how the team approached stakeholders like support, product management, and development to get their buy-in. It also outlines the benefits the team gained, such as increased job satisfaction, visibility in the company, and a role in product decisions. The team was able to track metrics like reduced support cases and features driven by community feedback to demonstrate the ROI of their involvement in the forums.
- El ser humano es un alma eterna que toma un cuerpo temporal para aprender.
- El sufrimiento es inevitable y necesario para el crecimiento espiritual, y ocurre cuando nos resistimos a lo que sucede o cuando las cosas no salen como queremos.
- Debemos reducir nuestra ignorancia para aumentar nuestro nivel de conciencia y felicidad. Todas las experiencias, incluso las difíciles, son lecciones de aprendizaje.
Documento scannable el 25 01-2016 1 07-27tabata0911
La Unión Europea ha propuesto un nuevo paquete de sanciones contra Rusia que incluye un embargo al petróleo. El embargo se aplicaría gradualmente durante seis meses para el petróleo crudo y ocho meses para los productos refinados. Este paquete de sanciones requiere la aprobación unánime de los 27 estados miembros de la UE.
Hacia una estrategia_nacional_para_el_desarrollo_sostenibleJaime-Sequera
El documento presenta la Estrategia Nacional de Cambio Climático del Perú, que tiene el objetivo de reducir los impactos del cambio climático a través de estudios de vulnerabilidad y adaptación. También busca controlar las emisiones de gases de efecto invernadero mediante programas de energías renovables y eficiencia energética. Se describen las líneas estratégicas y las instituciones comprometidas con su implementación.
1) El documento explica las razones de cambio relacionadas y cómo resolver problemas que involucren razones de cambio de variables relacionadas entre sí. 2) Define la derivada como una razón de cambio y explica que en problemas de razones de cambio relacionadas se deben identificar las variables, sus relaciones y derivarlas para obtener una ecuación que vincule sus razones de cambio. 3) Presenta varios ejemplos resueltos que ilustran este procedimiento.
Proyecto de trabajo para desarrollar contenidos motrices y corporales en educación infantil. Destinado a niños del segundo ciclo, concretamente 4 años. Con la temática de los aviones.
La economía agrícola como ciencia social aplicada.Perla Jimenez
La economía agrícola trata los problemas relacionados al sector agropecuario y forestal de un país o empresa. Analiza estos temas a nivel macroeconómico y microeconómico. Estudia los tres sectores económicos - primario, secundario y terciario - con énfasis en el sector primario de agricultura, ganadería y pesca. Explora la evolución histórica de la economía agrícola y sus diferentes escuelas de pensamiento.
2. requerimientos de la aduana (cpb custom & border protection) de estados ...ProColombia
Este documento resume un seminario de capacitación sobre exportaciones de Colombia a los Estados Unidos bajo el Tratado de Libre Comercio entre los dos países. Explica los beneficios del TLC sobre acuerdos comerciales anteriores y destaca que el TLC ofrece acceso permanente y sin aranceles al mercado estadounidense para productos colombianos. También cubre temas como los requisitos de origen, certificados de origen, y agencias involucradas como la CBP de Estados Unidos.
El documento presenta una introducción a Ruby on Rails y al desarrollo guiado por pruebas (TDD) usando RSpec. Explica las características principales de Ruby y Rails, incluyendo el patrón MVC y las migraciones de base de datos. También describe los tipos de pruebas como feature specs, model specs y controller specs, y cómo aplicar TDD siguiendo un enfoque top-down u bottom-up.
El relato describe la visita de un hombre al misterioso pueblo de Innsmouth, Massachusetts, donde descubre secretos oscuros sobre sus habitantes. El viejo Zadok Allen le cuenta que el capitán Obed Marsh hizo un pacto con criaturas marinas a cambio de prosperidad, iniciando un culto y mezclándose con dichas criaturas. Más tarde, el protagonista descubre que es descendiente de Marsh y que su apariencia está cambiando, aceptando su destino de unirse a las criaturas submarinas.
Ivabradina: Fundamentos y Evidencia de su Utilidad ClínicaErnest Spitzer
Este documento resume el mecanismo de acción, antecedentes y evidencia clínica de la ivabradina. La ivabradina inhibe selectivamente la corriente If en las células del nodo sinusal, reduciendo la frecuencia cardíaca sin afectar la conducción ni la contractilidad. Estudios previos mostraron su eficacia en la angina estable y su seguridad. El estudio SHIFT demostró que la ivabradina reduce la mortalidad y hospitalizaciones en insuficiencia cardíaca crónica.
The Journey from Print to to Online Journalism is Cloudy (Cloud Foundry Summi...VMware Tanzu
Keynote delivered by Lajos Lange, Matthias Naber from Axel Springer, and Tore Sagstuen from Fjord IT.
In order to ensure diverse, independent and high quality journalism in the future there is a need to rethink the classic publisher business while IT has to become part of the core products. On the way to digital transformation, we have to adapt to agile methodologies, and historically grown, complex infrastructures have to be reinvented in order to speed up the development process. With Cloud Foundry, we realized our vision of an innovative, fully automated service delivery platform by accelerating the time and quantity to market rate and reducing IT costs at the same time. The service oriented nature of the PaaS approach enables a modularization strategy for applications. We will discuss how Cloud Foundry’s capabilities helped to establish a culture of prototyping in combination with continuous delivery and business intelligence in order to form minimal viable products.
Este documento describe el contexto gerencial educativo del siglo XXI. Discuten que la escuela debe ser transformadora de la sociedad, participativa, democrática y luchar contra la exclusión. También debe ser un espacio para la formación integral en diversas áreas como la salud, producción, comunicación y paz. El documento también enfatiza la importancia de desarrollar competencias a través de la ciencia, estimular la imaginación de los docentes, y usar estrategias de planeación, organización, dirección y control en la gestión educativa.
Hand & Ink, a long tradition of beautiful lettersFrancis Chouquet
Talk done at Creative Mornings Geneva about calligraphy, lettering and a bit of typography. You should like it if you want to learn these fields or know more about them :-)
There’s a vast chasm between the hype and reality with today's IoT buzz. Here is a preview of the trends, predictions, value domains and routes to make your own initiatives a success.
El documento presenta una introducción a la seguridad de la información y la solución Oracle Information Rights Management (IRM). IRM permite proteger documentos y correos electrónicos mediante encriptación y la asignación de permisos de acceso, lo que ayuda a prevenir fugas de información y cumplir normativas de privacidad. La arquitectura de IRM distribuye la gestión de permisos entre servidores centralizados y agentes de escritorio para permitir la revocación centralizada de permisos y el trabajo sin conexión.
This document provides a playbook for information security (infosec) professionals to build a business case and get budget approval from executive leadership (C-suite) for security initiatives. It outlines a 7-step process: 1) conduct a business impact analysis, 2) perform a security audit, 3) run security scans, 4) develop a remediation plan, 5) present findings and recommendations to the C-suite, 6) continue reporting and be prepared for future opportunities, and 7) implement approved security products and services. The goal is to understand business risks, identify technical vulnerabilities, prioritize remediations, and educate leadership on security needs using business terms and metrics. Ongoing communication, transparency and demonstrating progress are
The document discusses how a technical publications team took ownership of user support forums at a company. It provides tips for how the team approached stakeholders like support, product management, and development to get their buy-in. It also outlines the benefits the team gained, such as increased job satisfaction, visibility in the company, and a role in product decisions. The team was able to track metrics like reduced support cases and features driven by community feedback to demonstrate the ROI of their involvement in the forums.
The document discusses how a technical publications team took ownership of user support forums at a company. It provides tips for how the team approached stakeholders like support, product management, and development to get their buy-in. It also outlines the benefits the team gained, such as increased job satisfaction, visibility in the company, and a role in influencing product decisions based on customer feedback in the forums. The team was able to demonstrate their value through metrics like reducing support cases and showing how many posts they addressed that avoided support calls.
11 Ways to Help You Improve First Call ResolutionTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers expect businesses to effortlessly resolve their issues with speed and accuracy.
Use these tips to help you improve first call resolution (FCR) within your call center and give your customers the service and support they demand.
Talkdesk
Cloud-Based Call Center Software
www.talkdesk.com/free-trial
This document provides advice on product positioning for early stage software startups. It recommends startups (1) provide a compelling elevator pitch and longer description highlighting key differentiators compared to alternatives, (2) create FUD about other solutions, and (3) position the product as the answer to a common pain point. It also discusses targeting technology beneficiaries, influencers, and buyers at customers as well as partners and investors. The document provides detailed suggestions on messaging and content to engage each of these stakeholder groups.
2006 Best Customer Presentation 1 The Worst Way To Run A Businesstreparks
The document describes the worst and best ways to provide technology support to small businesses. The worst approach is reactive, expensive, blames problems on others, provides limited services, and is unpredictable. The best approach, called B.E.S.T., is proactive, uses remote monitoring to fix issues before they happen, provides 24/7 support from experienced local technicians, and guarantees no downtime for customers. Under a B.E.S.T. plan, customers pay a fixed monthly fee for support that improves productivity and reduces downtime.
Is Your Direct Selling Technology Strategy Relevant?Kris Shenk
As marketing and relationship companies at their core, direct selling (DS) based organizations have lagged behind modern enterprise technology solutions. This deck will give you the top 10 ways to make sure the technology strategy for your company is keeping up and staying relevant.
George Bara is a Solutions Director who has worked in presales for over 16 years. In his presentation, he defines presales as the activities performed before acquiring a customer that are focused on establishing trust. He outlines the key roles in presales, from presales engineer to solutions consultant to evangelist. Bara emphasizes that presales requires both technical skills and commercial skills to navigate the sales process and close technical sales. He also stresses that presales is not just about supporting sales but is a specialized role with its own processes, metrics, and best practices for driving organizational success.
The role of Presales in any technical and software organization has become more important over the last decade. Often called the “hidden half of the sale” or the “credible side of the sale”, a correctly set-up Presales group can significantly and positively increase your company’s revenue. Learn what Presales is, understand how it can help your organization and what you need in order to become a trusted Solution Consultant in the software industry.
Marketing Automation: A Process PerspectiveGreen Hat
The document is a presentation about marketing automation from Green Hat. It discusses the challenges in the B2B marketing landscape and how automation can help by moving from mass to personalized marketing. It then outlines a six step process framework called 3C3P for best practice automation, including understanding contacts, communications, content mapping, process flows, performance metrics, and platform selection. The presentation concludes with lessons learned and a case study example.
Building compelling business cases for Design SystemsLaura Van Doore
This talk was originally presented at Web Directions Summit 2018 in sunny Sydney.
Design Systems have reached peak popularity. It’s no secret that the topic of Design Systems have been an outrageously popular topic over the past few years. Every design team has either built one, is building one, or wants to build one. But it’s not designers who we have to convince when it comes to investing in the build of a design system. Especially if we aren’t lucky enough to be in an organisation where design has a ‘seat at the table’. How can we sell the benefits of a design system with more focus on appealing to upper management, who may not see the same benefits we do?
This talk is aimed primarily at designers, but may also interest product managers, front end developers & other roles core to a product team. It will be of most benefit to those who are either looking to introduce a design system into their organisation, or to bolster their case to increase the business investment in an existing design system. The aim of the session is to equip the audience with the right tools & mindset to effectively sell a design system project to higher levels of business function within their organisation.
This document provides a comprehensive guide for selecting the right competitive intelligence (CI) software solution. It outlines an 11-step process for evaluating solutions, including defining objectives and requirements, identifying stakeholders, assessing technical requirements, data inputs and outputs, workflow, customization options, information access controls, analytics capabilities, seeing solutions demonstrated, and considering pricing. Going through each step is recommended to thoroughly understand needs and find a solution that closely matches existing processes to maximize user adoption and benefits.
The document outlines 10 principles for effective technology leadership that are often overlooked but essential for long-term success. The principles are: 1) understand the day-to-day work of the team through hands-on experience; 2) develop team visions from within instead of imposing top-down strategies; 3) carefully plan human resources to avoid premature ramping up; 4) demonstrate real commitment to quality over compromising for deadlines; 5) focus on solving real business problems not just using technology; 6) ask probing questions to address risks and weaknesses; 7) listen to experts with real experience instead of theorists; 8) change course wisely while maintaining progress and confidence; 9) celebrate real accomplishments without overstating results; 10
[Webinar] - 6 steps guide to select a business phone systemTaraSpan
In this webinar, we have covered the important factors you should evaluate while setting-up or replacing an existing telephone system.
We have touched upon:
Why do you need a new phone system
Which infrastructure - VoIP or Traditional
Which deployment model suits you
Which features are must for you
Which vendor can understand you
Finally Implementation
This document provides a checklist of questions for vetting call center software providers. It covers key areas to evaluate such as uptime, scalability, redundancy, service level agreements, pricing, data security, support, implementation, APIs, integrations, operations, and compliance. For each area, 3-4 example questions are given to assess the provider's capabilities and policies in that area. The conclusion emphasizes that support quality should not be underestimated and the best providers revolutionize their industry by prioritizing customer needs.
When assessing the possibility to in- or outsource often matrixes are used. The two axes of a matrix are however hardly sufficient to capture the complexity of a sourcing decision. More effective are so called sourcing decision trees. This presentations outlines one of them.
In this e-book, you'll find tips for hiring the right people into your customer success organization, including the traits your customer success managers should have, interview questions to help you test for those traits, and a sample job posting.
Similar to Virtual Contact Center Technical Support - What Happens Post Deployment (20)
Virtual Contact Center Technical Support - What Happens Post Deployment
1. What Happens When They are Gone?
What to Look for in a Hosted Contact Center Technical
Support Group ....... Post Deployment
2. What happens after your Cloud-based
Contact Center is Deployed?
Will your vendor be capable of delivering uptime and
support after the high intensity deployment?
You’ve made your selection
You like your salesperson
Deployment seems OK
What happens when they’re gone?
2
3. Post Deployment
Will your vendor deliver uptime & reliable technical
support?
– Or…….will they focus on the next new customer?
Will you be able to reach your support contact?
– Or……. Will you be forced to wait as your vendor scrambles
behind the scenes?
The presentation will help you to identify “markers” that should
cause you to probe a little more before selecting a vendor for
hosted contact center and IVR solutions
3
4. Why is Hosted Contact Center & IVR Technical
Support So Important?
A cloud contact center support organization
should provide:
Confidence that the entire system performs as
intended.
Confidence that the system performs when
unexpected situations arise.
Confidence that issues are resolved quickly even
when beyond normally reasonable expectations.
4
5. Technical Issues that Challenge Support
Organizations
Networking & Telephony
Call Switching and IP
– Some organizations familiar with only one
SIP Compatibility
– Some organizations not familiar with SIP integration challenges
System & Transport Integration
Carrier integration with enterprise systems
– Few organizations have deep experience with high volume telco connectivity
Call Volume Fluctuations
Call spikes frequently challenge many Support organizations
– Engineering expertise is sometime unavailable
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6. Organizational Issues that Challenge
Support Organizations
Limited resources for Support
Dedicated Support Staff in place?
– Development engineers frequently double as support
– Are they available when you need them?
Support might not be a primary focus
Are they focusing on the next Deployment?
– Generate new revenue at the expense of existing customers?
Support Expertise
Enough Support staff to specialize?
– “Jack of all trades” support frequently results in sub-optimal issue resolution.
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7. Hosted Contact Center Support
“Markers”
Red Flags to investigate when evaluating a vendor’s Hosted Contact
Center Support organization.
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8. Support Organization “Markers” to be
concerned with
Ask more questions when you see………
The Harried Sales Person
– Single point of contact to Support
– Relays information to the Support organization
– Usually energetic ( or they would not have lasted)
The Issues
– Not their primary responsibility – Need to focus on sales!
– Problem resolution delays due to sales to support
communication.
– Lack of proactive Support communications as most contact
must funnel through this sales “choke point”.
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9. Support Organization “Markers” to be
concerned with
Ask more questions when you see………
The “Legend”
– Usually from the Development Team
– Has some level of knowledge about the
entire infrastructure
– You will be impressed
The Issues
– Usually only (1) Legend, especially in small organizations
– Becomes increasingly scarce, especially after deployment as
Legends get pulled in multiple directions
– Response delays as junior team members wait for assistance
from the Legend
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10. Support Organization “Markers” to be
concerned with
Ask more questions when you see………
The “Multi-Titled” Exec
– Responsible for more than a Support Group
– Mentions benefits of cross-department
communication
– Shows up to promise results
The Issues
– Support can take a backset to development
– Cross-department communications actually isn’t that good.
– The Multi-Titled exec frequently become less available post-
deployment as they move on to other customers
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11. 7 Questions to Answer
When Evaluating Hosted Contact Center Support
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12. #1….Number of Dedicated Support Staff?
How many are actually focused on Support?
– Look out for Development Engineers counted as Support Staff.
Is it a Support “Team” or more of one person pulling
resources together?
– Look out for the “Legend” where bottlenecks will occur.
Ask about around the clock availability.
– A limited support staff will have difficulty with 7x24 response.
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13. #2….Is there a NOC?
Does the Hosted Contact Center vendor maintain their
own Network Operations Center (NOC)?
– Look out for a NOC supported by a “partner”, which might indicate less
control and potentially higher costs.
Is the NOC staffed for proactive monitoring as well as
troubleshooting?
– Look out for “reaction only” or exclusive redline monitoring
Is there a range of monitoring and reporting tools
– A wide range or tools will indicate support for proactive
outreach as well as response for troubleshooting.
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14. #3….Experienced Support Organization?
Ask about the years of service for the Support staff
beyond 1 or 2 lead managers.
– Look out for inexperienced engineers recently repurposed in Support.
Does the Support staff have experience across
networking, telephony, applications, and voice
automation?
– Look out for situations where a vendor is relying on a partner for a
resource (such as speech recognition) and also its technical support
which adds another layer with accompanying delays & cost,
Are experience staff dedicated to support?
– Some “share” personnel with development, making proactive
outreach minimal and troubleshooting inconsistent
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15. #4….Network Operations Knowledge?
Is there expertise to handle integration issues?
– Look out for situations where a support organization has not
encountered a variety of IP and SIP challenges.
Are there any network “specialists”?
– Look out for a lean Support organization where everyone must cover
many areas with some that may be out of their level of expertise.
Has the Support Staff encountered complex networking
environments?
– Look for a Support organization that has successfully integrated
systems that require high volume processing, secure
infrastructures and multiple network and API protocols.
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16. #5….Proactive Monitoring?
Will the Support staff reach out when there is not a
problem?
– Look out for Support teams that cannot provide evidence of suggested
solution BEFORE a problem appears.
Does the Support team monitor and analyze?
– Look out for a Support group that only references response times.
Will the Support staff suggest alternative configurations
or process adjustments?
– A Support organization directed toward persistent optimization
will have evidence of improvements made due to proactive
analysis, suggestion and implementation.
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17. #6…. Direct Support Staff Relationships?
Does the hosted contact center Support staff establish
direct relationships?
– Look out for situations where all communication must be channeled
through a single point such as the “Harried Salesperson”.
Is there a channel for regular communication?
– Look out for a Support group that claims to provide proactive outreach
as well as troubleshooting but does not establish a regular channel of
direct communication.
Are there regular meetings and/or quarterly updates?
– A good hosted contact center support organization will perform
as an extension of your internal team, not simply a contact
when a problem appears.
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18. #7….Experience with Meaningful Call Volume?
Has the hosted contact center Support group managed
situations with high call volume?
– Look out for Support organizations that have only faced relatively low
call volumes
Ask about experience with unexpected call volumes?
– Look out for groups that reference how they stepped into assist but
with lower call volumes (thousands per day). That could indicate little
experience when faced with high call volume spike conditions.
Are processes in place as call surges build?
– Look for evidence where a Support organization has
implemented procedures and strategies to deal with call spikes
as they build, not simply for the aftermath.
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20. Post Deployment …….Support Availability
Is Support Immediately Available?
– A common complaint is difficulty reaching someone in Hosted
Contact Center Support that can make a difference for a current
issue.
What Happens Outside of 9-5, Monday – Friday?
– Make sure that experienced Support personnel are on the job.
After hours Support can especially be a problem for Hosted
Contact Center providers that do not own a NOC (Network
Operations Center).
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21. Post Deployment…….Ticketing
Keeping track of inquiries and issues
– Multiple people from your team may be submitting. Look for
Hosted Contact Center Support with an easy to use ticketing
system
– Availability of a knowledge base makes immediate self help a
resource for solving a problem or research for optimization
Open a Ticket Tracking Issues Knowledge Base
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22. Post Deployment …….. Support Relationship
Regular Support Meetings
– Establish a schedule for regular conference call or meeting with
the Hosted Contact Center Support staff
– Encourage communication dialog that explores potential issues
(such as call spikes) or opportunities (such as partial
automation of incoming calls) beyond basic troubleshooting.
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23. Conclusion
Make Hosted Contact Center Support a Key Element
Within Your Vendor Selection Process
– The level of competency will either become an important
contributor to success or a reason for failure.
Answer the 7 Questions
– Every Hosted Contact Center vendor claims “GREAT” Support.
Take a closer look to understand what will actually happen post
deployment.
Engage with your Support team
– Work closely with Support beyond problem resolution to
proactive reveal opportunities that can contribute to customer
care and cost savings.
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24. About VoltDelta
Virtual Contact Center & Voice Self-Service Solutions
Data Centers and Customer Care applications within
and beyond North America
More than 2 Billion calls/year at 99.99% reliability
Multi-Channel solutions with CRM integration
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25. Contact VoltDelta
www.voltdelta.com/resources/support
info@VoltDelta.com
twitter.com/voltdeltanews
VoltDelta is part of the Volt Information Sciences family of
Talent, Technology and Consulting organizations. Please
visit www.volt.com
The information contained herein is provided for information purposes only, is intended only to outline (VoltDelta’s) presently anticipated general technology direction and is
therefore subject to change. The information communicated is not an obligation to deliver any product, product feature, service, service feature, software, software upgrade or
functionality and VoltDelta’s version of the (Hosted Solution operating system) may vary. None of the information should be interpreted as a commitment on the part of VoltDelta.
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