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This
issue of iLink continues our series of perspectives
from Intervox Group affiliates who exemplify the values and
spirit of our community of practice. Dave Johnson relates
his experience as an Executive Advocate, developing and managing
project opportunities and strategic accounts in the Northeast.
Dave has his own consulting practice and brings a long history
of accomplishment in contact center applications, practices
and professional services. We're delighted to have Dave as
part of the Intervox professional community.
On another significant front, we proudly welcome
Bert Frydman to our management team as Chief
Operating Officer. Bert is a highly versatile
executive who brings broad experience in
telecommunications, technology and professional
services. Prior posts include VP of Service Policy
and Quality at Pacific Bell/SBC, VP Worldwide
Quality at Bay Networks and as a management
consultant helping companies improve customer loyalty.
We also extend a warm welcome to Elaine
Squittieri, who will lead our Customer Value
Optimization practice area (highlighted below) and
Affiliate Relations. Elaine comes to us with an
impressive track record in both professional
services and corporate research at the executive level.
- John Reynolds, Managing Partner
| Featured Affiliate: Dave Johnson |
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The
Loneliness of the Independent Consultant
by Dave Johnson, Executive
Advocate
When
I decided it was time to venture out on my own, I
spent a lot of time considering the Pros and Cons
of being an independent consultant, not the least
of which ended up being the isolation involved in
working as a company of one. Sure I needed to work
the phones, grow my network, build a pipeline and
close some business, all of which I had been doing
for years anyway, but always with the feeling that
I had colleagues to talk with, vent with, brainstorm
with and ultimately socialize with. Ultimately it
was the "solo" environment that provided the greatest
level of frustration in my entry into the ranks of
the independent consultant world...
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| Recent Projects |
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To
give you a feel for the types of contract opportunities
that may be available to you, here are some examples
from recent projects we completed through Affiliates
(click on the item to see a fuller description):
If
you're a registered Affiliate you can view current
project opportunities in iCenter.
If you're not an affiliate and would like to be considered,
please send your resume to andrea.smith@intervoxgroup.com.
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| 2004 Affiliate Survey Results |
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| by
Elaine Squittieri, CVO Practice Leader
InterVox continuously seeks opportunities to better
serve our constituent base -- that's YOU, the
Affiliate network. To that end, we conducted a
survey of our registered Affiliates (those who have
full access to InterVox resources) to find out how
we can best support them in 2005. About 1/3 of this
select group responded during the survey period
(Nov-Dec, 2004), and their message was loud and
clear...
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| Who Wants Lunch? |
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| During
the last half of 2004 we produced and hosted a series
of web-based briefings for Intervox Group Affiliates
and invited industry consultants. This information program,
the "Brown
Bag Lunch Webinar Series," presented selected industry
professionals to provide insight and perspective on
new business strategies, evolving areas of practice,
and relevant call center technologies. The webinars
are offered free to invited participants, and participants
in our recent Affiliate Feedback survey indicated a
high interest in this informational program. Actual
participation, however, has not matched the high interest
level, and we would like feedback from you on how to
move forward.
The
projected topic of our next Affiliate Webinar is Customer
Value Optimization (CVO) and how CVO can augment your
practice. For a preliminary look at CVO, take a look
at the article below. If you have feedback or perspective
you would like to share on the Brown Bag Lunch Webinar
Series, or the topic for our next event, please email
us with your comments.
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| Customer Value Optimization: Profitability Through Loyalty |
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By
Bert Frydman, Chief Operating Officer
and Elaine Squitteri, CVO Practice Leader
It is a rare opportunity for an organization to
offer participation in project work that has been
either limited to specialists or underexploited in
the market altogether. Customer Value
Optimization(tm) (CVO) presents such an opportunity
for InterVox and its Affiliates.
The InterVox CVO(tm) Product Suite provides project
opportunities for individual or multiple Affiliate
engagements in the contact center and other customer
"touch-points". CVO(tm) offers a means for sharp
differentiation in the market and for delivery of
significant value by using a systematic methodology
with predictable, well-defined outcomes.
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| The Tool Exchange |
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Whether investigating customer preferences,
measuring client satisfaction or analyzing employee
feedback, surveys are a common data collection
instrument. When combined with the speed and
convenience of the internet, they can be an
indispensable consulting tool as well. With that in
mind, this issue's offering is a free online Survey
and Analysis Tool that will allow you to quickly
design, distribute and analyze custom surveys using
the worldwide web. Take the Quick Tour and then
click on the link to Sign Up. The Basic (free)
version is at the bottom of the sign up page.
The link to the Hourly Staffing Calculator presented
in our last issue was incorrect. Here is the correct
link to this handy tool: Hourly
Staffing Calculator. We
apologize for the error.
If
you have a favorite application or trick of the trade
that you'd like to share with the Affiliate community,
let us know at toolx@intervoxgroup.com
. The only requirement is that submissions be
in the public domain, and, naturally, we will let
your fellow Affiliates know whom to thank.
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| Share Your Expertise |
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| We
welcome any contributions that would make iLink
a valuable resource for our fast growing community of
contact center professionals.
If you have original articles, case studies, white
papers or other interesting material you'd like to
share, please submit it to ilink@intervoxgroup.com
.
You are receiving this monthly newsletter because
you are either a valued Affiliate, have expressed an
interest in the program or are a colleague / partner in
the contact center community. Your Email address has
not been, and will not be, given to third parties.
To unsubscribe, please send an Email to unsubscribe@intervoxgroup.com.
© 2005 Intervox Group Inc.
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Be
as big as you want to be! |
| |
We
want you...
...if you're an independent consultant with solid contact
center expertise, a dedication to the highest professional
standards, a commitment to delivering high client value
and an interest in growing your practice through a community
of your peers, we invite you to contact us. Please send
your resume and a short bio to Andrea
Smith).
Affiliate
benefits:
- Check out project opportunities
- Turn information into cash
- Be a full service provider
- Grow your practice through a community of your
peers
- Do more of what you love
iCenter
Log
in
(registered Affiliates)
iCenter
Overview |
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