1. Explore Your Options SeriesHigh Tech High Touch Solutions During the next decade, computing and networks will transition us toward entirely new ways to communicate, do business, organize, think, live, and more. Companies must react more quickly to customer needs and respond more completely to changing needs. To gain the competitive advantage, manage down resources, and keep jobs on the home-shore, it is crucial to use advanced technological solutions. These solutions will provide advanced eService and Support, enhanced telephony services, better customer relationship management, and exemplary communication avenues. In this interactive session, Ivy’s delivery of a potpourri of technology solutions will excite you to embrace the more advanced technologies as a means to empower the service and support team to provide the best customer experience. This interactive session will: Identify key technological solutions for service and support  Get you exposed to and excited about Blogging  Discuss embracing VoIP and review the pros and cons  Expose you to SIP phones, phones that are beginning to replace some cell phones  Stimulate ideas on using notification technologies  Expose you to Interactive Brochures  Unlock ideas for using Online Assessments  Stimulate conversations on anything else technology related that you want to discuss If we hope to reduce the number of jobs going offshore, nearshore, or ending up on no-shore, its time to embrace the newer 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 the most critical component to ensure corporate success. Our “Explore Your Option Series” of different presentations offers content rich material to contribute to your personal, professional and business growth. Visit www.hthts.com to see our selection of other options. State of the Industry: The Technology Behind the Business

2. Explore Your Options SeriesHigh Tech High Touch Solutions Biography: Ivy Meadors Referred to as the "Female Tom Peters"; internationally renowned, award winning, speaker- consultant, Ivy Meadors, with over 28 years of experience, is a seasoned expert specializing in business, customer service and technical support. She is recognized as one of the help desk and call center industry's most respected leaders. As a speaker, Ivy is known for her engaging, spontaneous style, delivering forward thinking, unconventional ideas. She got her roots in the industry during her tenure at U S West Communications and IBM. When it comes to using Customer Relationship Management methodologies to foster business success, combining technology, industry best practices and procedures, with highly motivated team members, she’s one of the top experts who can contribute at all levels. Ivy is CEO and founder of High Tech High Touch Solutions, Inc.™, a full-service, vendor neutral, consulting firm specializing in service and support of the enterprise from a comprehensive viewpoint. Together with her team, she has provided innovative solutions with extraordinary results to hundreds of Fortune 1000 companies and others throughout the world. She is personally driven with a desire to pay it forward, passing her knowledge on to others, giving back for all that she has received from so many others. In the state of Washington, we proudly share that 7 of the 10 largest, and most profitable, companies have been our customers as well as many, many others! She is personally driven with a desire to “pay it forward”, passing her knowledge on to others, giving back for all that she has received from so many others. Being the co-founder and President of the 2 ½ year old NWCCP group and the President of HDNW for 9 of its 14 years in operation, are two of the ways she “pays it forward”. High Tech High Touch Solutions, Inc.™ ~~~ 425-398-9292 ~~~ Ivy@hthts.com ~~~www.hthts.com

3. Explore Your Options “State of the Industry: The Technology Behind the Business” Ivy Meadors Speaker, Writer, Animal Activist High Tech High Touch Solutions, Inc. www.hthts.com

4. Explore Your Options SeriesHigh Tech High Touch Solutions These slides and others are posted at www.hthts.com Select “Ivy’s Slides” on Home Page Hot! Additional resources are included at the end of the slide deck posted on our website.

5. Explore Your Options SeriesHigh Tech High Touch Solutions Presenting a Potpourri of Technology Setting the Stage VoIP Blogging Picture passwords Notification technologies Interactive Brochures Online Assessments Email Signatures “Visit our booklist for readings that will focus on the topics for our industry, plus more. Buy from Amazon right from the page!”

6. Explore Your Options SeriesHigh Tech High Touch Solutions e.html 1876: Alexander Graham Bell invented the telephone 1878: First operator and they were teenage boys. They wrestled instead of worked. They pulled pranks on callers, and even cursed at them. Were too rowdy. Switched to women. Women had pleasant voices that customers - - most of whom were men -- would like. And because society did not treat women equally, they could be paid less and supervised more strictly than men. Late 1800s. The first woman telephone operator was Emma Nutt. Late 1800s. 1900: All women operators. 600 calls per hour! Answer rate was 4 seconds. 1950: First PBX by Bell Lab 1978: First cellular telephone 1960’s First Mainframes Last corporate cordboard: 1981 www.pbs.org/wgbh/amex/kids/tech1900/phone.html 1878 Early 1900’s

7. Explore Your Options SeriesHigh Tech High Touch Solutions Introducing VoIP

8. Explore Your Options SeriesHigh Tech High Touch Solutions What Does a Change to VoIP Mean –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.”

9. Explore Your Options SeriesHigh Tech High Touch Solutions 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 of technician needed) What Does a Change to VoIP Mean

10. Explore Your Options SeriesHigh Tech High Touch Solutions 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

11. Explore Your Options SeriesHigh Tech High Touch Solutions 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”.

12. Explore Your Options SeriesHigh Tech High Touch Solutions 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)

13. Explore Your Options SeriesHigh Tech High Touch Solutions Built-in conferencing –Improved customer service – all key players on call with customer Train virtual & remote site reps: –video and phone plus data - cost savings –Increased productivity Benefits of VoIP

14. Explore Your Options SeriesHigh Tech High Touch Solutions 911 (e911) If you aren't at the address registered with your VoIP account when you call and you can't provide your location to the dispatcher, emergency responders won't know where you are. Be Aware, Easier to Prepare

15. Explore Your Options SeriesHigh Tech High Touch Solutions 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

16. Explore Your Options SeriesHigh Tech High Touch Solutions 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 Be Aware, Easier to Prepare “Key to quality is to have a dedicated line.”

17. Explore Your Options SeriesHigh Tech High Touch Solutions 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 your computer is switched on and VoIP software is running Be Aware, Easier to Prepare

18. Explore Your Options SeriesHigh Tech High Touch Solutions

19. “Identity Management: New Password Types?”

20. Explore Your Options SeriesHigh Tech High Touch Solutions 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

21. “Improving Communications by Doing the Blog Thing!”

22. Explore Your Options SeriesHigh Tech High Touch Solutions A blog (weblog) is… …an online diary; a chronological log of thoughts and ideas published on a web page. …a simple form of content management Blog Examples: Project collaboration (i.e. internal corporation, with your client’s team) Personal diary, your opinions, thought for the day News feeds, educational forums continued… What’s a Blog?

23. Explore Your Options SeriesHigh Tech High Touch Solutions 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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25. Explore Your Options SeriesHigh Tech High Touch Solutions

26. Explore Your Options SeriesHigh Tech High Touch Solutions Miscellaneous Considerations Comment SPAM - big issue (http://codex.wordpress.org/Combat_Comment_Spam) 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

27. Explore Your Options SeriesHigh Tech High Touch Solutions 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

28. Explore Your Options SeriesHigh Tech High Touch Solutions 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

29. “ Online Assessments”

30. Explore Your Options SeriesHigh Tech High Touch Solutions 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

31. Explore Your Options SeriesHigh Tech High Touch Solutions 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

32. “Sharing Information using Interactive Brochures”

33. Explore Your Options SeriesHigh Tech High Touch Solutions 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

34. “ Notification Software”

35. Explore Your Options SeriesHigh Tech High Touch Solutions

36. Explore Your Options SeriesHigh Tech High Touch Solutions 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/

37. “Email Signatures: Reduce online communication time and consistently share common responses”

38. Explore Your Options SeriesHigh Tech High Touch Solutions 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!!

39. Explore Your Options SeriesHigh Tech High Touch Solutions Emails with a Professional Image www.download.com Text Cleanup 2.0

40. “Embracing the Change to use new technologies”

41. Explore Your Options SeriesHigh Tech High Touch Solutions Expression related to Hindu belief that cows are sacred. Belief that something is above criticism. Many traditions, processes and methods have become “sacred cows". Some are out-dated, ineffective, even destructive, yet not seen and won’t be considered for change. We must seek out and destroy the destructive “sacred cows.” Sacred Cow Belief Source: http ://www.youth.co.za/theedge/sacred_cows/main_sacred-cows.asp “People who use yesterdays thinking in today’s game will be gone tomorrow” - Robert Kriegel

42. Explore Your Options SeriesHigh Tech High Touch Solutions Become an Agent of Change 1.Identify the business problems you are trying to solve 2.Communicate the plans early on and involve the people 3.Address their fears, stimulate confidence 4.Create “Champions of Change” 5.Adopt a partnership approach with clients, vendors and or consultants to facilitate best results 6.Do your homework, it’s a young industry moving fast

43. Explore Your Options SeriesHigh Tech High Touch Solutions 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 Our Exclusive Newsletter – eSharings

44. Explore Your Options SeriesHigh Tech High Touch Solutions VoIP integrated into one of the last known operating cordboards.

45. Explore Your Options SeriesHigh Tech High Touch Solutions Billie operating the VoIP Cordboard system.

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

47. Explore Your Options SeriesHigh Tech High Touch Solutions “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

48. Explore Your Options SeriesHigh Tech High Touch Solutions Disclosure High Tech High Touch Solutions is not a reseller of any software or hardware product and has never accepted or received a commission from any vendor. 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.

49. Explore Your Options SeriesHigh Tech High Touch Solutions Research shows that problems with this dimension of change is the most commonly cited reason for project failures. In a study with 248 companies, effective change management with employees was listed as one of the top-three overall success factors for the project. Helping managers be effective sponsors of change was considered the most critical success factor overall. http://www.change-management.com/tutorial-adkar-overview.htm A AwarenessDesireKnowledgeAbilityReinforcement …of the need for change …to make change happen …about how to change …to implement new skills & behaviors …to retain the change once it has been made KRAD ADKAR www.prosci.com

50. Explore Your Options SeriesHigh Tech High Touch Solutions 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

51. Explore Your Options SeriesHigh Tech High Touch Solutions 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

52. Explore Your Options SeriesHigh Tech High Touch Solutions CRM Best Practice Kit –http://www.crm-strategy.net CRM Solutions –http://www.ratedsolutions.com/cgi- bin/bp/search.pl?keywords=crm

53. Explore Your Options SeriesHigh Tech High Touch Solutions 1.Multi-channel access: e-mail, Web chat, Web callback, voice-over net, voice-over IP, Web collaboration 2.Integrated knowledge management and contact management tools 3.Personalization of every customer interaction 4.More powerful off-the-shelf telephony integration Contact Center of the Future

54. Explore Your Options SeriesHigh Tech High Touch Solutions 5.Genuine customer knowledge through superior business analytics and market intelligence 6.Real-time CRM 7.Front line employees who deliver extraordinary service 8.Employees who are recognized for their outstanding value and worth! 9.Incredible Leaders! Contact Center of the Future

55. Explore Your Options SeriesHigh Tech High Touch Solutions Tickle web.tickle.com PAN www.pantesting.com/home.htm TTI www.ttidisc.com Inscape Publishing www.www.inscapepublishing.com Programmed Assessments

56. Explore Your Options SeriesHigh Tech High Touch Solutions HRD Press www.hrdpressonline.com OnlineAC www.OnlineAC.com Profiles Int’l www.assessmentspecialists.com/assessmentcenter.html Programmed Assessments