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Ivy Meadors Speaker, Writer, Consultant High Tech High Touch Solutions, Inc. www.hthts.com The Technology Behind the Business.

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Presentation on theme: "Ivy Meadors Speaker, Writer, Consultant High Tech High Touch Solutions, Inc. www.hthts.com The Technology Behind the Business."— Presentation transcript:

1 Ivy Meadors Speaker, Writer, Consultant High Tech High Touch Solutions, Inc. www.hthts.com The Technology Behind the Business

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4 e.html www.pbs.org/wgbh/amex/kids/tech1900/phone.html 1878 1900 - 1980

5 These slides and others are posted at www.hthts.com Select “Ivy’s Slides” on Home Page Additional resources are included at the end of the slide decks posted on our website. “Disclaimer at end of deck”

6 Setting the Stage VoIP / Telephony Blogging / RSS Feeds Online Assessments Presenting a Potpourri of Technology Solutions Interactive Brochures Notification Technologies Identity Management Email Signatures “Visit our recommended reading list for books on these topics and more. Buy from Amazon from our website!” 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

7 Why “Think Out of The Box” Use of Technology is Critical 1.Create a valued service that cannot be commoditized 2.Be more productive, cost-effective and focused on delivering valued services aligned with business goals and objectives 3.Eliminate and automate repetitive calls 4.Realign and focus resources on the business critical systems and processes “If we do nothing, positions will continue to be sent offshore.”

8 Intro ducing VoIP

9 The Jetsons Meet The Flintstones

10 Different ways of doing business A “new” telephone system More control over voice and data communications New and enhanced business processes “The decision to move to voice over IP is a sophisticated decision that involves the entire IT infrastructure.” What Does a Change to VoIP Mean 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

11 Improved resource management Virtual staff, acquisitions, global considerations Ability to work from anywhere Reduced costs Infrastructure No more long distance and conference call fees M.A.C.s, done with click of mouse (no onsite dispatch needed) What Does a Change to VoIP Mean? No need for “Rip and Replace”. May only need IP Phones, IP PBX and Ethernet switches. 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

12 Creating Champions of Change Ability to work from anywhere Better resource management Multi-tasking capabilities enhanced Enhanced “call” control Control calls that must get through Send low-priority calls to voice mail Send voice mail as an e-mail (personal touch)

13 Soft phones –“Click to Dial” –Speaker phone on your computer –USB headphones Call Blasts: Multiple numbers can all ring on multiple phones at the same time Fewer à la carte costs – as technology matures you get more of the full meal deal of features and functions Technically Speaking 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

14 Web-based setup of routing features: auto attendant, hunt groups, and call forwarding Easily reproduce the same service, same features, same performance across an enterprise controlled from any location on a web-portal Technically Speaking The mantra of IP telephony: “Deploy Once, Extend Anywhere”. 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

15 Benefits of VoIP Multi-tasking capabilities enhanced Enhanced “call” control (email, vmail, phone, fax) Control calls that must get through, send low-priority calls to voice mail Send voice mail as an e-mail (personal touch) “You've Got AOL VoIP!” “MSN Buys Teleo” 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

16 Benefits of VoIP Built-in conferencing Improved customer service All key players on one call with customer Train virtual & remote site reps Video and phone plus data = cost savings Increased productivity 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

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18 FCC FCC potential regulations may stifle growth and deny the public benefits of that growth Lawsuits filed by phone companies to charge access fees - Washington, Oregon and Florida Be Aware, Easier to Prepare 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

19 Call Quality Choppy calls while surfing or downloading files Not using public internet affords better connections Voice prioritized over data – careful design upfront Weakened sound quality, likened to a wireless phone “Key to quality is to have a dedicated line.”

20 System Availability Two highly redundant servers or one server with redundancy built into a single box No power – better have a backup Only works if computer is on and VoIP is running Be Aware, Easier to Prepare “Premise based or hosted solution?” No hardware? 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

21 Pickup Hold Transfer Vmail Disconnect Join Listen Record

22 Voice to Access Knowledge Send email of solution to customer. They listen or read solution on most mediums. “Call” and ask for solution: Self-service to access knowledge bases Training over the Internet – access knowledge in training material, listen, see and read at the same time 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

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24 Free conference call http://www.freeconferencecall.comhttp://www.freeconferencecall.com Free Conference Service http://www.freeconferenceservice.com/http://www.freeconferenceservice.com/ MrConference.com http://www.mrconference.com/http://www.mrconference.com/ Free calls http://www.phonebrain.com/http://www.phonebrain.com/  Conference calls – Brown Bag Teleconferences  Record for play back later – Moderator Mute  Call in on lunch, listen when you have time, Free Conference Calling

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26 “Improving Communications Doing the Blog Thing!” (Next Generation Knowledge Management) 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

27 What’s a Blog? A Blog (weblog) is… …an online diary; a chronological log of thoughts and ideas published on web pages. …a form of content management. …collaboration software. Blog Examples: Project collaboration (i.e. internal corporation, with your client’s team) Personal diary, your opinions, thought for the day News feeds (newsletters on steroids) continued…

28 Record favorite links, hints and tips Example “Privacy Blog” of links: http://www.delcreo.com/delcreo/blogs/privacy/delcreoPrivacyBlog.html Ongoing dialog with key contacts about issues important to them Personal online accounts of 9/11 drew millions of readers Turn your blogging into eBooks for your customers and end users More Blog Examples…

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31 Miscellaneous Considerations AudioBlogger – call Blogger and lvm – posted as MP3 file Password secure your Blogs! Delete what you don’t want in your Blogs Top Blogs are primarily technical in nature RSS – Really Simple Syndication 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

32 Sampling of Blog Software Top Blog Systems of 2004 http://www.blogger.com http://wordpress.org http://www.bloglines.com http://www.movabletype.org http://www.silkware.com http://multiply.com (photo blogging) Note: Hosted and installed versions available for some “27% of U.S. adults who go online read blogs.” - Anick Jesdanun, Associated Press “27% of U.S. adults who go online read blogs.” - Anick Jesdanun, Associated Press 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

33 Blogging Resources CRM Blog This Call Center/CRM blog covers Call Center news and Call Center/CRM analysis, and other customer-facing technologies. http://blog.tmcnet.com Call Center Today Blog http://blog.commweb.com/callcenter/ Loads of Blog info radio.weblogs.com/0107846/stories/2002/10/03/blogSoftware.html Blog Business Summit - Seattle www.blogbusinesssummit.com/register_google.htm Forum for Bloggers http://www.forum4bloggers.com 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

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35 “ Online Assessments” 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

36 Collect data - articles, interviews, pre-employment tests Build an email list - sell products & services Personal coaching - individuals, couples, teams, training and development Why Use Online Assessments 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

37 Questionmark www.Questionmark.com Automated Assessments www.AutomatedAssessments.com WebSurveyor www.WebSurveyor.com Self-Created Assessments Zoomerang info.Zoomerang.com Survey Monkey www.SurveyMonkey.com Assessment Generator www.AssessmentGenerator.com

38 Tickle web.tickle.com PAN www.pantesting.com/home.htm TTI www.ttidisc.com Inscape Publishing www.www.inscapepublishing.com Programmed Assessments 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

39 HRD Press www.hrdpressonline.com OnlineAC www.OnlineAC.com Profiles Int’l www.assessmentspecialists.com/assessment center.html Programmed Assessments 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

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41 “Sharing Information using Interactive Brochures” 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

42 Interactive Brochures Quick, easy way to personalize communications Customizable content Direct link leads contacts back to website Workflow approval process Auto generate and send press releases Resource: www.marqui.com

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44 “ Notification Software” 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

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46 Notification Software System To Speed School Calls (Notification Technologies) –http://www.contact-center- today.com/story.xhtml?story_title=System-To- Speed-School-Calls&story_id=31792 AmCom e.Notify –http://www.amcomsoft.com/notification.cfm You’ve Got Files –http://www.youvegotfiles.com/ 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

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48 Identity Management Technology Single sign-on Password resets Password synchronization Access management software Picture passwords http://www.economist.com/science/tq/displayStory.cfm?story_id=3171359 http://msn-cnet.com.com/Finding+a+replacement+for+passwords/2100- 1029_3-5586249.html?tag=mainstry 1.VoIP 2.Blogging 3.Online Assessments 4.Interactive Brochures 5.Notification technologies 6.Identity Management 7.Email Signatures

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50 “Email Signatures” Reduce online communication time and consistently share common responses”

51 Steps to Email Signatures These steps are Outlook specific. Other email systems likely offer a similar feature. 1.Create signatures 2.Set your default signature (I use a blank one – more flexible) 3.Create new message or reply to received message 4.Insert Signature 5.Select signature from drop down list including as many different ones as needed 6.Close and send your note Great way to share tips and up-sell!!

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53 Clean up the Funky Characters Text Cleanup 2.0 www.download.com 1.CRM 2.VoIP 3.KM 4.Blogging 5.Online Assessments 6.Interactive Brochures 7.Notification technologies 8.Picture passwords 9.Email Signatures

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55 Exclusive newsletter for Call Center and Help Desk professional’s comprised of information focusing on engineering indispensable service and support groups; comes loaded with resources, viewpoints, tips, books, and ideas that you can use right now. Sign up at www.hthts.com Exclusive newsletter for Call Center and Help Desk professional’s comprised of information focusing on engineering indispensable service and support groups; comes loaded with resources, viewpoints, tips, books, and ideas that you can use right now. Sign up at www.hthts.com Receive Our Exclusive Newsletter

56 Conferences and events for Help Desk and Call Center Professionals, industry previews, resources and much more. Join us at the 8 th Annual HDP 2006 www.helpdeskconference.com www.helpdeskconference.com And coming soon, the 5 th Annual GCS 2006 www.governmentconference.com www.governmentconference.com Conferences and events for Help Desk and Call Center Professionals, industry previews, resources and much more. Join us at the 8 th Annual HDP 2006 www.helpdeskconference.com www.helpdeskconference.com And coming soon, the 5 th Annual GCS 2006 www.governmentconference.com www.governmentconference.com The Only Industry Specific Events Built by the People

57 “Explore Your Options” “What would you attempt to do if you knew you could not fail? - Unknown

58 VoIP integrated into one of the last known operating cordboards.

59 Billie, operating the VoIP Cordboard system.

60 “Let’s talk. I would love to hear from you,” Ivy Speaker, Writer, Coach, Animal Activist High Tech High Touch Solutions, Inc. 425.398.9292 www.hthts.com Ivy @ hthts.com

61 Disclaimer High Tech High Touch Solutions is not a reseller of any software or hardware product. We have never accepted or received a commission from any vendor for promotion of their product. Any product or resource listed or discussed is not a recommendation of High Tech High Touch Solutions, Inc. The content of this presentation is intended for informational purposes only.

62 Resources Moving From VoIP to “Trans-Modal Communication” http://www.tmcnet.com/tmcnet/articles/2004/voip-transmodal- communication-unified-view-rosenberg.htm Major issues in moving to VoIP http://www.nwfusion.com/columnists/2002/0311taylor.html Moving to VoIP is a 'brainer' http://www.nwfusion.com/columnists/2002/0429taylor.html VoIP Federal & State Regulatory Action Overview http://www.phoneplusmag.com/articles/491overview.pdf

63 Resources A sneak peek at the contact center of the future http://searchcrm.techtarget.com/originalContent/0,289142,sid11_gci94066 5,00.html Should You Switch to a Net Phone? http://www.pcworld.com/howto/article/0,aid,117799,00.asp The IP Telephony Zone http://www.computerworld.com.au Telecom History http://www.telcomhistory.org/NewsletterArchivesWinter2003.html

64 The Technology Behind the Business Did you know your Xbox could be your next telephone? Or that you'll watch your favorite Reality program on your telephone? The Sony PSP has already started to evolve into a full blown Smartphone/PDA device. Had you considering Blogging as a knowledge base of solutions for your company and customers? Soon you will have VoIP in your homes, offices, car and most kiosks. Online Assessments will gather data ranging from skill assessments, personal behavior styles, and customer satisfaction levels. You will creatively use email signatures to cut 30, 45, and 60 minutes off of your email communications every day. In this fast-paced, interactive session, Ivy’s delivery of a potpourri of technology solutions will excite you to embrace technologies, some outside of the norm, as a means to empower the service and support team to provide superior customer experience. During the next decade, computing and networks will transition us toward entirely new ways to communicate, do business, organize, think, live, and more. It's time to think even more creatively and outside of the box to react quickly to customer requirements and respond to changing needs. To gain the competitive advantage, manage down resources, and keep jobs on the home-shore, it is important to become creative in our use of technology solutions. These solutions will provide the means to deliver enhanced service and support resulting in better customer relationship management and enhanced communication avenues. If you are looking for a structured, formal presentation this one isn't for you. There is nothing structured to Ivy's delivery style! Join us at the November NW Support Professionals event where we will: * Discuss what's coming in the VoIP industry * Get you exposed to and excited about Blogging * Stimulate ideas on using Notification Technologies * Expose you to Interactive Brochures * Unlock ideas for using Online Assessments * Show you a technique to use Email Signatures that will save you time * Stimulate thoughts to use Listservers, a low cost means to communicate with your staff and end users If we hope to reduce the number of jobs going offshore, nearshore, or ending up on no-shore, its time to embrace technology solutions and put them in place soon. We can do it better and for low cost right here on the home-shore. The technology behind the business is a critical component to ensure success if applied creatively.


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