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One
of the joys of working with Affiliates is helping them discover
new aptitudes and watching as they test and develop those
skills in a project environment. Below, Don Mick chronicles
his collaboration with Affiliate Michael Spiegel. Initially
deployed as a consultant on an Intervox Group engagement,
Michael is evolving into a much broader account management
role. His example is a testament to the leverage potential
of our business model and the adaptability of our consultant
community.
In our Executive Advocate's corner we spotlight
Hamid Nouri, a veteran technology
professional. Prior to starting his own consulting
firm Hamid led Gartner Group's worldwide client
services organization. We're honored to be
associated with professionals like Michael and
Hamid, and we look forward to a continuing, mutually
rewarding relationship.
- John Reynolds, Founder and Managing Partner
| Executive Advocate Perspective |
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By
Hamid Nouri, Executive Advocate
So
what do IT Service Management (ITSM) and IT Infrastructure
Library (ITIL) have to do with delivering world-class
service and enterprise value through the contact center?
As it turns out, a lot ...
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| Support for an Affiliate |
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| by
Donald Mick, VP, Service Delivery
A
few months ago we published an article about Michael
Spiegel and the reasons why he believes the Intervox
business model fits his needs. The relationship has
evolved in an exciting way that we would like to share
with you. Our aspiration is that we can all find ways
to add mutual value to each other and build a vibrant
business that meets clients' needs and the needs of
Intervox affiliates...
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| New white paper: Customer Touchpoint Mapping |
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InterVox Group Affiliates can now take advantage of
a new white paper which presents a compelling case
for optimizing customer Touchpoints to improve
customer experiences and relationships.
“Touchpoint Mapping®: An essential foundation for
improving customer experience and value”
examines Touchpoint Mapping as a foundation for
achieving a better understanding of specific
customer needs in each stage of their relationship
with your organization and – based on this
understanding – optimizing customer Touchpoints to
improve customer experiences and relationships. By
applying these principles to contact center
strategies and operations, you can Increase the
contact center's ability to drive enterprise value.
Look also for our soon-to-be-released white paper on
"The Contact Center as Driver of Enterprise
Value --
What Every CEO Should Know".
You can download the white paper from iCenter and
use it to support sales and business development
efforts. You'll find it in iCenter's Resource Center
(under Marketing & Sales / Collateral / General).
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| The Tool Exchange |
|
 The
Call Center Calculator Collection
This month the Tool Exchange brings you not one useful
free tool, but a whole toolbox full of them. The Call
Center Calculator Collection features links to
a variety of useful tools including Erlang B and Erlang
C calculators, agent schedulers, trunk utilization
calculators, resource and tool directories and more.
Most are completely free or offer free evaluation
versions. We appreciate your feedback so please do
let us know which you find to be most useful.
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
welome your contributions to help 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! |
| |
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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 Faye
van Boxtel. 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 |
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