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Welcome to iLink! With this inaugural issue of our
monthly e-letter, we add one more tool to your consultant
toolkit. Those of you who are already Affiliates know this
collection of programs and resources as "force multipliers"
to enhance and extend your individual practices. To those
of you not yet familiar with our professional community, you'll
discover that the Intervox platform provides countless ways
by which you can create significant value for you and your
clients, immediately and longer term.
I and the Intervox team extend to you a warm welcome and
invite you to learn more about how participating as an Affiliate
can help you "be as big as you want to be".
-
John Reynolds, Managing Partner
| Intervox Affiliates: Our Secret Weapon |
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Intervox
Group is a full service management consultancy specializing
in customer interaction management / contact center
strategy and practice. What's not widely known is that
the creative energy that propels us is supplied not
by salaried employees, but 100% by our Affiliates. These
independent consultants are as committed to service
excellence and client value as they are to their own
professional independence. They also understand the
value of working together to deliver the "whole enchilada".
Finally, they share a commitment to achieving these
common goals:
- Be a one-stop source for enterprise contact center
solutions.
- Empower Affiliate consultants to succeed - their
way.
- Lead fundamental change in the way consulting
services are delivered.
The
Executive
Advocate is a special kind of Affiliate, a seasoned
practitioner who acts as a senior advisor to client
management, marshaling best-of-breed resources and
focusing them on transforming, growing or maintaining
the clients' contact centers. The linchpin of the
Intervox Group business model, the EA has access to
one of the richest concentration of talent, tools
and resources to be found anywhere.
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| Becoming An Affiliate |
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| Membership
in our Professional Community is available to qualified
consultants. To qualify you must be an independent consultant
with three referenceable enterprise contact center clients
and/or a track record of solving problems in the contact
center space. As a member, you'll enjoy access to project
opportunities, resources, tools, and myriad benefits,
including membership in iCenter, where we actualize
our community of practice. In return, you'll be asked
to abide by the terms of membership and our code of
professional ethics. For the remainder of this calendar
year, membership is free. To apply, please submit your
resume to
recruiting@intervoxgroup.com. If you qualify, we'll
send you an Affiliate agreement.
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| The Total Performance Management Forum |
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Total
Performance Management (TPM) is InterVox's integrated
approach to understanding what customers want and aligning
contact center objectives, processes, resources and
behaviors to provide those services consistently and
efficiently. TPM makes it possible to know exactly what
a contact center needs to do to have the optimum impact
on the long term growth and profitability of a company
or organization, and being able to tell whether or not
those things are being accomplished. Look here each
month to learn:
- How TPM is different from benchmarking, performance
measurement, surveys and metrics.
- How to recognize the five "classic" contact center
performance management scenarios.
- The benefits of implementing a TPM program in
the contact center, and the risks of not doing so.
- The three components of effective performance
management.
- Proven alternative approaches to implementing
TPM within the contact center environment.
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| Featured Deliverable |
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| The
Total Performance Management framework includes
a rich suite of consultant-deliverd products, services
and solution frameworks that Affiliate consultants can
use to maximize their consulting effectiveness, productivity
and profitability. Check here for the latest product
news, announcements, feature sheets and case studies
from the TPM product family. Next month's featured product
is the Contact Center CATScan. For a preview,
go to ...
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| The Tool Exchange |
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| In
the course of your consulting practice, have you come
across a tool that is just too good to keep to yourself?
From specialized calculators, to checklists to useful
web pages, we all appreciate a better way to get high
quality results. The Tool Exchange is the place to look
for information, tools and techniques that you can put
to immediate use. If you have a favorite application,
trick of the trade or approach that you would like to
share with the Affiliate community, let us know at toolx@intervoxgroup.com.
The only requirement is that submissions must be in
the public domain, and naturally we will let your fellow
Affiliates know who to thank. Here is a handy survey
sample size calculator to get us started.
As consultants we often have a need to create or analyze
surveys. One of the most important aspects of survey
analysis is ensuring that sufficient surveys are collected
to provide the necessary level of confidence in the
results. At Sample Size Calculator you
will find a simple tool that allows you to determine
the number of surveys necessary to assure the confidence
level you require, as well as the confidence you can
expect from a given sample size. We hope you find
it useful.
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| Brown Bag Lunch Webinar (Oct 20) |
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Find out how the new Communities of Practice are enabling
independent consultants to "be as big as they want
to be." Join us for our next Brown Bag Lunch Webinar,
Wednesday, October 20 at 10:00 am Pacific Time.
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| Share Your Stuff: Contact Us |
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| We
welcome any contributions that would make iLink
a valuable resource for you and other members of our
community of practice.
Please
forward relevant news, case studies and any other
cool stuff you would like to share with the Affiliate
community to ilink@intervoxgroup.com
We look forward to hearing from you.
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 call
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.
©
2004 Intervox Group Inc.
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