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Two
years ago we set out to create a consulting business that
would deliver to chief customer officers affordable, accessible,
world-class problem solving capability. We would raise the
bar for consulting services by creating a new delivery model
that focused the experience, talent and dedication of the
very best independent consultants on helping clients complete
their service vision.
The idea was to organize independent
professionals around a common, comprehensive, highly
disciplined delivery platform to give our clients
more of what they value -- business results,
commitment and cost effectiveness -- and less of
what they don't value -- high prices,
unresponsiveness and limited choice.
The key to realizing that vision has never been
clearer: Empower our Affiliates to succeed -- their
way. This month, we feature a perspective from
Don Mick, Executive Advocate and quality /
benefits assurance lead. A veteran consultant
specializing in strategy and change management, Don
is a go-to guy for positioning Intervox Group as a
strategic resource to clients. We also
hear from
Steve Murtagh, Operations Management practice
leader who also doubles as our VP
Finance and Administration. Steve has also been
around a long time and passionately shares our
conviction that we have a terrific opportunity to
positively impact an industry.
We look forward to finding more ways to help you
focus on the work that's truly meaningful to you,
and to help you succeed -- your way.
- John Reynolds, Founder and President
| Imagine: Images of Our Success |
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By
Donald K. Mick
Executive Advocate and Benefits Assurance Lead
If
customer relationship management works, why aren't
consulting firms masters of providing the highest
value to both their clients and staff?
Many
consulting firms that target their services on call
centers offer perspectives and services that are based
on the premise that knowing your customers, and focusing
on meeting your customer needs, provides sustainable
business advantages. Brazenly, most of those consulting
firms are based on business models that are at odds
with a customer centric operating premise.
Intervox
Group, on the other hand, is consciously creating
a consulting business model that reinforces a focus
on providing value to its core constituencies...
...(read the rest
of the article and share your thoughts with us
by clicking on the links):
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| Current Projects |
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Here
is a sample of projects currently underway or recently
completed. Click on the item for details.
If
you're a registered Affiliate you can view current project
openings in iCenter.
If you're not an affiliate and would like to be considered
for membership, please send your resume to andrea.smith@intervoxgroup.com.
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| Unlock those stranded opportunities! |
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by Lon Hendrickson, Marketing Director
InterVox Group provides several unique and
compelling ways for you to generate revenue and grow
your business. Not the least among them is the ability
to extract value from stranded opportunities -- those
opportunities which fall outside of our normal and
standard service areas. It's common that, as we work
with clients or speak to prospects, we uncover needs
that our individual practices are not designed to
satisfy. Sometimes a prior relationship with an
associate allows you to refer a solution, and
sometimes this identified need goes unfulfilled.
Through InterVox Group, you have the opportunity to
address
these "stranded opportunities" by engaging the
InterVox network of affiliates. Our far-reaching
network of highly skilled and highly regarded
consultants gives you the ability to fulfill
engagements that are currently beyond your scope.
And you have options on how you engage the network.
You can provide oversight and account control and
have the consultant report directly to you as the
primary client interface, or you can simply inform
us of the opportunity and we'll take it from there.
In either case, there are sales commissions, referral
fees, or Executive Advocate compensation structures
to reward you for your participation.
Unlocking stranded opportunities has been a
rewarding way for many Affiliates to create
unplanned revenue from their InterVox relationship.
We continue to see this process as a valuable
way to leverage the unique Affiliate network ... and
help you be "as big as you want to be!"
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| Meet Your Support Team |
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Steve
Murtagh, VP Finance and Administration
Practice Leader, Operations Management
With
the exception of a year spent as the Director of Research
and Consulting for the Help Desk Institute, I have
been a practicing consultant in the call center and
tech support help desk arena for nearly 20 years.
Much of this was as an independent consultant, so
I am intimately familiar with both the joys and horrors
of a "lone ranger" practice. My expertise is in call
center operations management, particularly in the
areas of process design and improvement, staffing
and workforce management, and performance measurement
and analysis, where I have been a speaker, writer,
trainer and practicing consultant...
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| The Tool Exchange |
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Call Center
Tools for Linux.
While most of us still live in a Microsoft
world, the Linux operating system continues to make
inroads in the data center and corporate networks.
Boosted by the ongoing support of major vendors such
as IBM, Linux penetration is growing slowly but
steadily. But a lack of competitive applications
makes the Linux operating system a rarity on the
desktop. This month's free tool provides a selection
of bug tracking and trouble ticketing systems for
use in the Linux environment. These vary
considerably in capability, complexity and ease of
use. You may not yet have run across a client need
for Linux-based tools in their support environment,
but when you do, you will want to have this link
handy: Call Center
Tools for Linux.
Our
thanks to Lon Hendrickson, Director of Marketing for
this month's contribution.
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@interv
oxgroup.com.
© 2005 Intervox Group Inc.
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Be
as big as you want to be! |
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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 to Andrea
Smith.
Affiliate
benefits:
- Project opportunities
- Global market footprint
- Revenue options
- Comprehensive support for professional / practice
development
- Full-service delivery capability
- Opportunity to do more of what you do best
iCenter
Log
in
(registered Affiliates)
iCenter
Overview |
|
