El modelo estratégico de los canales de. contacto con el cliente dentro de los objetivos. de calidad y rentabilidad

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "El modelo estratégico de los canales de. contacto con el cliente dentro de los objetivos. de calidad y rentabilidad"

Transcription

1 El modelo estratégico de los canales de Click to edit Master text styles contacto con el cliente dentro de los objetivos Second level de calidad y rentabilidad Third level Fourth level Fifth level presentado por Matthew Storm Product Manager etalk Corporation (Equipo de traducción disponible en la entrada)

2 You Are Only As Good As Your Weakest Link Murphy s Law Your weakest representative will always answer the phone or make the call when: your company president is the mystery shopper. your best customer calls with a problem. a major publication calls to test and report on the quality of your service. your top sales opportunity is on the line.

3 How Strategic is your Quality Program? How do you measure your quality program? Revenue Customer Retention Cost Management What motivates your supervisors to monitor and improve performance? Because it s their job Because they can see the difference they make to your business A 5% improvement in customer retention improves profitability by 25 to 100%. - Bain & Co.

4 What is Performance Impact? A continuous improvement process designed to impact Agent Feedback the performance within your contact center.

5 Performance IMPACT Model Customer Quality Assurance starts with hiring the right agents. Trend behaviors to create and utilize a profile of the skills and abilities needed for hiring and recruiting. Followed by initial certification training and skills evaluation. Monitor new hires via simulated contact center activity. Feedback from agents and peers can then be used to determine performance readiness. Performance evaluation and coaching help prepare for production readiness.

6 Performance IMPACT Model Optimize agent skills through on-going performance training In-depth program analysis should occur for overall performance and goal assessment. Recognition programs should be defined to identify and reward top performers. Use analysis to refine business and operation processes.

7 Performance IMPACT Model Continuous improvement will Maximize Performance. Agents in production should be regularly monitored. Customer feedback through surveys provides a 360- degree view of contact center and agent performance.

8 Performance IMPACT Model Improve contact center effectiveness Improve customer satisfaction Increase revenue while reducing cost

9 Sales Financial Impact Report (Revenue Per Hour) Magnifying Customer Success Calculation: Total Sales Revenue/Productive Hours

10 Sales Financial Impact Report (Revenue Per Hour) Magnifying Customer Success Calculation: Total Sales Revenue/Productive Hours

11 Financial IMPACT Model Magnifying Customer Success

12 Performance Assessment for Quality and Revenue Saved Per Hour Magnifying Customer Success

13 Performance Assessment for Quality and Revenue Saved Per Hour Magnifying Customer Success

14 Performance Assessment for Quality and Revenue Saved Per Hour Magnifying Customer Success

15 Performance Impact Analysis Customer Service Magnifying Customer Success

16 The Smallest Link can be the Biggest Impact Every Representative Interaction Should Strengthen the Link Between Your Company and Your Customers. The customer experience, at every interaction, affects future revenue Gartner

17 Summary of the Performance Impact Model Refine hiring process Economically increase agent quality, productivity and retention Improve monitoring and coaching efficiency Gain immediate, low-cost customer insight Increase quantity and precision of evaluations Improve business processes Improve Contact Center Effectiveness Higher Customer Satisfaction Positive Financial Impact

18 Muchas Gracias Para mayor información visite el stand de etalk. También puede visitar la presentación de producto que se llevará cabo esta tarde. Matthew Storm etalk Corporation US:

LINIO COLOMBIA. Starting-Up & Leading E-Commerce. www.linio.com.co. Luca Ranaldi, CEO. Pedro Freire, VP Marketing and Business Development

LINIO COLOMBIA. Starting-Up & Leading E-Commerce. www.linio.com.co. Luca Ranaldi, CEO. Pedro Freire, VP Marketing and Business Development LINIO COLOMBIA Starting-Up & Leading E-Commerce Luca Ranaldi, CEO Pedro Freire, VP Marketing and Business Development 22 de Agosto 2013 www.linio.com.co QUÉ ES LINIO? Linio es la tienda online #1 en Colombia

More information

Application for World Wide Views on Climate and Energy Phoenix, AZ

Application for World Wide Views on Climate and Energy Phoenix, AZ Application for World Wide Views on Climate and Energy Phoenix, AZ Thank you for applying to be part of the Arizona deliberations for World Wide Views on Climate and Energy. To learn more about the global

More information

Explorando Oportunidades Juntos Juntos

Explorando Oportunidades Juntos Juntos Nelson H. Balido, Chairman and CEO Infocast - Houston November 2014 The Energy Council of the Americas (ECOTA) is the leading bi-national nonprofit organization comprised of public and private entities

More information

Consejo Regulador del Mezcal

Consejo Regulador del Mezcal Consejo Regulador del Mezcal Consejo Mexicano Regulador de la Calidad del Mezcal P R E S I D E N C I A CIRCULAR # 56 Oaxaca de Juárez, Oaxaca, México 1 de Abril de 2015. A TODOS NUESTROS ASOCIADOS Como

More information

Succession Planning Process

Succession Planning Process Planning Process INTRODUCTION planning is a systematic approach to: Building a leadership pipeline/talent pool to ensure leadership continuity Developing potential successors in ways that best fit their

More information

IBM Rational Dónde estamos? Adónde vamos?

IBM Rational Dónde estamos? Adónde vamos? IBM Rational Dónde estamos? Adónde vamos? IBM Software Group Antonio Rodríguez IBM Rational Leader for Spain, Portugal, Greece & Israel DONDE ESTAMOS? 2 2 IBM Rational en Social Media Información al instante

More information

Owatonna - BCBSF Library Initiative Evaluation Plan Template March 2013. Data to be collected

Owatonna - BCBSF Library Initiative Evaluation Plan Template March 2013. Data to be collected Owatonna - BCBSF Library Initiative Evaluation Plan Template March 2013 Activity to be Create new access points to access the library, focused on health equity topics, for targeted population a. Provide

More information

3211, Shawnee Industrial Way Suite 104 Suwanee GA. 30024 USA Phone : 770-904-6500 Fax : 770-904-6504 E-mail : sales.usa@packr.com

3211, Shawnee Industrial Way Suite 104 Suwanee GA. 30024 USA Phone : 770-904-6500 Fax : 770-904-6504 E-mail : sales.usa@packr.com LLENADORA Semi SEMIAUTOMATICA Automated PR MODELO 500 PR 500 ROBOT COMPLETAMENTE Fully automated AUTOMATICO R500 MODELO Robot R500 LINEA Fully AUTOMATICA automated MODELO PR 300 PR Inline 300 MODELO COMPLETAMENTE

More information

Resources to Help Assess & Plan for Language Access

Resources to Help Assess & Plan for Language Access Resources to Help Assess & Plan for Language Access Language access webinar Sample language access self-assessments & plans for small & large family organizations Guidelines for working with interpreters

More information

Sales Management Main Features

Sales Management Main Features Sales Management Main Features Optional Subject (4 th Businesss Administration) Second Semester 4,5 ECTS Language: English Professor: Noelia Sánchez Casado e-mail: noelia.sanchez@upct.es Objectives Description

More information

Tod To ay a s Ag enda

Tod To ay a s Ag enda 1 Today s Agenda o Engagement workgroup recommendations o Training for people managers on performance management o Improve the performance management process o Staff recognition o What can managers and

More information

Ranking de Universidades de Grupo of Eight (Go8)

Ranking de Universidades de Grupo of Eight (Go8) En consecuencia con el objetivo del programa Becas Chile el cual busca a través de la excelencia de las instituciones y programas académicos de destino cerciorar que los becarios estudien en las mejores

More information

Práctica 1: PL 1a: Entorno de programación MathWorks: Simulink

Práctica 1: PL 1a: Entorno de programación MathWorks: Simulink Práctica 1: PL 1a: Entorno de programación MathWorks: Simulink 1 Objetivo... 3 Introducción Simulink... 3 Open the Simulink Library Browser... 3 Create a New Simulink Model... 4 Simulink Examples... 4

More information

Executive Search. Human Resource Consulting

Executive Search. Human Resource Consulting Executive Search Human Resource Consulting Our mission is to help our national and international clients attract, select, develop, and retain the best talent possible to ensure organizational effectiveness,

More information

Cuánto se demora una pit stop?

Cuánto se demora una pit stop? Cuánto se demora una pit stop? The Internet of Things Connect Transform Reimagine Edgar Galindo Septiembre 2015 Version 1.0 2 Agenda The IoT Por qué nos debería importar? Optimice su cadena de valor a

More information

Manejo Basico del Servidor de Aplicaciones WebSphere Application Server 6.0

Manejo Basico del Servidor de Aplicaciones WebSphere Application Server 6.0 Manejo Basico del Servidor de Aplicaciones WebSphere Application Server 6.0 Ing. Juan Alfonso Salvia Arquitecto de Aplicaciones IBM Uruguay Slide 2 of 45 Slide 3 of 45 Instalacion Basica del Server La

More information

TODAY S TALENT TOMORROW S SUCCESS New Hire Initiative

TODAY S TALENT TOMORROW S SUCCESS New Hire Initiative TODAY S TALENT TOMORROW S SUCCESS New Hire Initiative Kristie Citraro & Lisa Brooks Customer Care Ohio s Health Insurance Since 1934 NEW HIRE INITIATIVE: Agenda Why the Change? Part 1 Recruitment Process

More information

VISION 2020 LATIN AMERICA STRATEGIC PLAN 2013 to 2016

VISION 2020 LATIN AMERICA STRATEGIC PLAN 2013 to 2016 VISION 2020 LATIN AMERICA STRATEGIC PLAN 2013 to 2016 VISION: VISIÓN: MISSION: MISIÓN: A world where no one has preventable, curable visual impairment. Un mundo donde no existan personas ciegas o con impedimento

More information

CUSTOMER ENGAGEMENT & COMMERCE PORQUE EL CAMINO & EL RESULTADO IMPORTAN

CUSTOMER ENGAGEMENT & COMMERCE PORQUE EL CAMINO & EL RESULTADO IMPORTAN CUSTOMER ENGAGEMENT & COMMERCE PORQUE EL CAMINO & EL RESULTADO IMPORTAN NAME TITLE 2011 SAP AG. All rights reserved. 1 QUÉ SIGNIFICA CUSTOMER ENGAGEMENT AND COMMERCE? RELACIONARNOS CON NUESTROS CLIENTES

More information

PROCEDIMIENTOPARALAGENERACIÓNDEMODELOS3DPARAMÉTRICOSA PARTIRDEMALLASOBTENIDASPORRELEVAMIENTOCONLÁSERESCÁNER

PROCEDIMIENTOPARALAGENERACIÓNDEMODELOS3DPARAMÉTRICOSA PARTIRDEMALLASOBTENIDASPORRELEVAMIENTOCONLÁSERESCÁNER PROCEDIMIENTOPARALAGENERACIÓNDEMODELOS3DPARAMÉTRICOSA PARTIRDEMALLASOBTENIDASPORRELEVAMIENTOCONLÁSERESCÁNER Lopresti,LauraA.;Lara, Marianela;Gavino,Sergio;Fuertes,LauraL.;Defranco,GabrielH. UnidaddeInvestigación,DesaroloyTransferencia-GrupodeIngenieríaGráficaAplicada

More information

Certificación Green Project Management (GPM)

Certificación Green Project Management (GPM) Certificación Green Project Management (GPM) La Responsabilidad Social Corporativa está desempeñando un papel cada vez más importante en mundo cada vez más globalizado. La demanda de los consumidores,

More information

Chapter 2 Theoretical Framework JOB SATISFACTION OF EMPLOYEES

Chapter 2 Theoretical Framework JOB SATISFACTION OF EMPLOYEES Chapter 2 Theoretical Framework JOB SATISFACTION OF EMPLOYEES What is employee satisfaction? Employee satisfaction is the individual employee s general attitude towards the job. It is also an employee

More information

Supervisory Leadership Certificate Program

Supervisory Leadership Certificate Program Supervisory Leadership Certificate Program Rocky Mountain Section AWWA/WEA Richard Gerstberger President TAP Resource Development Group CA/NV Section AWWA 2013 Annual Fall Conference Sacramento, CA October

More information

Annual Notice of Changes for 2015

Annual Notice of Changes for 2015 Cigna-HealthSpring Rx Secure (PDP) offered by Cigna HealthSpring Annual Notice of Changes for 2015 You are currently enrolled as a member of Cigna Medicare Rx Secure (PDP). Next year, there will be some

More information

research report SHRM / GLOBOFORCE Employee Recognition Survey SPRING 2013 REPORT DRIVING STRONGER PERFORMANCE THROUGH EMPLOYEE RECOGNITION

research report SHRM / GLOBOFORCE Employee Recognition Survey SPRING 2013 REPORT DRIVING STRONGER PERFORMANCE THROUGH EMPLOYEE RECOGNITION SHRM / GLOBOFORCE Employee Recognition Survey SPRING 2013 REPORT DRIVING STRONGER PERFORMANCE THROUGH EMPLOYEE RECOGNITION research report EXECUTIVE SUMMARY SHRM/Globoforce Spring 2013 Report // 2 Employee

More information

Call Center Strategies 2013

Call Center Strategies 2013 Brochure More information from http://www.researchandmarkets.com/reports/2706990/ Call Center Strategies 2013 Description: The research conducted during 2013 sought to better understand how companies are

More information

The Talent Management Life Cycle Process

The Talent Management Life Cycle Process The Talent Management Life Cycle Process Organizational Plan Recruiting Plan Development Plan Retention Plan Assessment Plan The Talent Management Life Cycle Process Every organization struggles with the

More information

IMPROVING CONTACT CENTER EMPLOYEE SATISFACTION AND RETENTION

IMPROVING CONTACT CENTER EMPLOYEE SATISFACTION AND RETENTION business brief IMPROVING CONTACT CENTER EMPLOYEE SATISFACTION AND RETENTION An examination of the factors that influence agent satisfaction and retention in Contact Centers. A Jabra report, in conjuction

More information

Organizational agility through project portfolio management. Dr Catherine P Killen University of Technology, Sydney (UTS)

Organizational agility through project portfolio management. Dr Catherine P Killen University of Technology, Sydney (UTS) Organizational agility through project portfolio management Dr Catherine P Killen University of Technology, Sydney (UTS) Acerca del Autor Catherine Killen es profesor en la Universidad Tecnología de Sídney

More information

Open-Ended Responses. Parent Survey for schools. Question 1. What do you like best about our school? Response. Survey Open-Ended Responses.

Open-Ended Responses. Parent Survey for schools. Question 1. What do you like best about our school? Response. Survey Open-Ended Responses. Survey Open-Ended s Open-Ended s Parent Survey for schools Question 1. What do you like best about our school? s. The learning enviroment and the individual care for each child needs IB program the good

More information

BUSINESS CONSULTING SERVICES Comprehensive practice management solutions for independent investment advisors

BUSINESS CONSULTING SERVICES Comprehensive practice management solutions for independent investment advisors BUSINESS CONSULTING SERVICES Comprehensive practice management solutions for independent investment advisors Insights, tools and resources to help you Accelerate Your Growth, Scale Your Business and Elevate

More information

Galway Chronicle. Volume 5, Issue 10 January 9, 2015

Galway Chronicle. Volume 5, Issue 10 January 9, 2015 Galway Chronicle Volume 5, Issue 10 January 9, 2015 Dorothea Fuller, Principal Nichola Wallen, Assistant Principal Our Vision: Galway Elementary School will empower students to be valued, productive members

More information

Level 2 Spanish, 2012

Level 2 Spanish, 2012 91148 911480 2SUPERVISOR S Level 2 Spanish, 2012 91148 Demonstrate understanding of a variety of spoken Spanish texts on familiar matters 2.00 pm Tuesday 20 November 2012 Credits: Five Achievement Achievement

More information

IntesisBox PA-RC2-xxx-1 SANYO compatibilities

IntesisBox PA-RC2-xxx-1 SANYO compatibilities IntesisBox PA-RC2-xxx-1 SANYO compatibilities In this document the compatible SANYO models with the following IntesisBox RC2 interfaces are listed: / En éste documento se listan los modelos SANYO compatibles

More information

DIANNA SADLOUSKOS BACKGROUNDER www.sadlouskos.com EXPERIENCE

DIANNA SADLOUSKOS BACKGROUNDER www.sadlouskos.com EXPERIENCE EXPERIENCE SADLOUSKOS CONSULTING SERVICES March 2006 to present FOUNDER, PRINCIPAL CONSULTANT Dianna Sadlouskos is a management consultant with twenty years experience supporting higher education institutions

More information

PI WorldWIde recruitment and retention trends survey Q2 2015

PI WorldWIde recruitment and retention trends survey Q2 2015 PI Worldwide Recruitment and Retention Trends Survey Q2 2015 Respondent Details Industries Variety of industries, with the majority of respondents from Business Support and Logistics, Education, Finance

More information

HR Trends & Priorities for 2012. McLean & Company 1

HR Trends & Priorities for 2012. McLean & Company 1 HR Trends & Priorities for 2012 McLean & Company 1 Executive Summary McLean & Company fielded its 2012 HR Priorities Survey with both HR and business respondents. Of the seven main areas in HR, Leadership

More information

What specific talent groups will be necessary to achieving strategic business goals?

What specific talent groups will be necessary to achieving strategic business goals? NORTH AMERICAN CRITICAL TALENT FEB 2014 INTRODUCTION In August 2013, Mercer surveyed Canadian and US organizations regarding their critical talent practices. As the economy cautiously rebounds, global

More information

Environmental Policy

Environmental Policy Environmental Policy Esta especificación ha sido preparada por ANF AC para liberar a terceras partes. NIVEL DE SEGURIDAD DOCUMENTO PÚBLICO Este documento es propiedad de ANF Autoridad de Certificación.

More information

Report 015 Retention. Life Working Series 2015

Report 015 Retention. Life Working Series 2015 Report 015 Retention Life Working Series 2015 1 1. Introduction Understanding the length of time employees remain with a company and the drivers of retention. The latest report in our Life Working series

More information

Citrus County Mammography Centers

Citrus County Mammography Centers Centers West Florida Medical Associates 3533 N. Lecanto Hwy. Beverly Hills, FL 34465 Tel: (352) 527-0430 Fax: (352) 527-1516 Hours: Mon-Fri, 8am 5pm * Available Citrus Diagnostic Center 922 N. Citrus Avenue

More information

CSP Customer Experiences White Paper Version 6.6. Better Than Happy: Maximizing Customer Satisfaction for Loyalty and Profit.

CSP Customer Experiences White Paper Version 6.6. Better Than Happy: Maximizing Customer Satisfaction for Loyalty and Profit. CSP Customer Experiences White Paper Version 6.6 Better Than Happy: Maximizing Customer Satisfaction for Loyalty and Profit. Spurred by continuing mergers, a sluggish economy and the age old pressure to

More information

Varieties of Governance: Effective Public Service Delivery Workshop September, 2011 Paris, France. Cecilia Llambi...

Varieties of Governance: Effective Public Service Delivery Workshop September, 2011 Paris, France. Cecilia Llambi... Varieties of Governance: Effective Public Service Delivery Workshop September, 2011 Paris, France Cecilia Llambi... Outline of presentation Main objectives and hypothesis of the research Educational governance

More information

PERFORMANCE EVALUATION FORM

PERFORMANCE EVALUATION FORM UNIVERSITY OF CALIFORNIA - OFFICE OF THE PRESIDENT PERFORMANCE EVALUATION FORM Employee Name Dept.: Division Unit: Job Title Period covered by this evaluation Type of evaluation Probationary From: / /

More information

360 Degree Survey. program staff.

360 Degree Survey. program staff. 360 Degree Survey Your supervisor/colleague would like to get your feedback about their strengths and areas of opportunity as a supervisor. Your honest feedback and specific comments will support their

More information

Removing Language Barriers: Reaching Your Spanish Speaking Audience

Removing Language Barriers: Reaching Your Spanish Speaking Audience Removing Language Barriers: Reaching Your Spanish Speaking Audience Communications Tune Up Webinar Series MAXIMUS Center for Health Literacy Translation Services Group Mercedes Blanco Victoria Williams

More information

Programa de Cursos Intensivos de Inglés (CIDI) Verano 2015

Programa de Cursos Intensivos de Inglés (CIDI) Verano 2015 Programa de Cursos Intensivos de Inglés (CIDI) Verano 2015 Listado de seleccionados para participar en el Programa de Cursos Intensivos de Inglés (CIDI) Verano 2015 y universidades destino. Código Universidad

More information

Annual Notice of Changes for 2015

Annual Notice of Changes for 2015 Cigna-HealthSpring Rx Secure-Xtra (PDP) offered by Cigna-HealthSpring Annual Notice of Changes for 2015 You are currently enrolled as a member of Cigna Medicare Rx Secure-Xtra (PDP). Next year, there will

More information

Transportation 04: Renting a Car

Transportation 04: Renting a Car Transportation 04: Renting a Car Hi! How are you today? Todayʼ s lesson is about Renting a Car. Letʼ s make learning English fun! Objetivo de la lección:alquilar un coche Exercise 1 Vocabulary and Expressions

More information

En esta guía se encuentran los cursos que se recomiendan los participantes en la implementación de un SGEn en dependencias del Gobierno Federal.

En esta guía se encuentran los cursos que se recomiendan los participantes en la implementación de un SGEn en dependencias del Gobierno Federal. En esta guía se encuentran los cursos que se recomiendan los participantes en la implementación de un SGEn en dependencias del Gobierno Federal. Las lecciones se agrupan en 5 cursos dirigidos cada participante

More information

Avocados Australia, PO Box 8005 Woolloongabba Queensland 4102 Australia

Avocados Australia, PO Box 8005 Woolloongabba Queensland 4102 Australia Proceedings VII World Avocado Congress 2011 (Actas VII Congreso Mundial del Aguacate 2011). Cairns, Australia. 5 9 September 2011 Retail prices shed light for avocado industry Julie Petty and Joanna Embry

More information

Versión precedente* Lista productos disponibles** Disponible desde el June 1, 2013

Versión precedente* Lista productos disponibles** Disponible desde el June 1, 2013 Versión precedente* Lista productos disponibles** Disponible desde el June 1, 2013 Las solicitudes de licencias de versión anterior sólo están disponibles para los productos enumerados en este documento.

More information

HPN Product Tools. Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

HPN Product Tools. Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HPN Product Tools Requerimiento: Conozco el numero de parte (3Com,H3C,Procurve) Solución : El lookup Tool 1 Permite convertir el número de parte de un equipo proveniente de 3Com, H3C o Procurve para obtener

More information

Response Area 3 - Community Meeting

Response Area 3 - Community Meeting September 2010 Greetings, Welcome to the Independence Division, Response Area 3 monthly community letter. Please check the Independence Division Response Area map at www.cmpd.org/patrol to see which area

More information

Managing the Paradox Call Center Effectiveness Workshop

Managing the Paradox Call Center Effectiveness Workshop Managing the Paradox Call Center Effectiveness Workshop Introduction: Managing the call centre environment requires managers to continuously improve customer service, while at the same time endeavouring

More information

HOW TO SET PERFORMANCE OBJECTIVES

HOW TO SET PERFORMANCE OBJECTIVES Each individual is responsible for setting at least three objectives for the year. These objectives should be directly related to the Department/Faculty Objectives, KPI s (Key Performance Indicators) or

More information

Executive Coaching and Leadership Development Planning

Executive Coaching and Leadership Development Planning Executive Coaching and Leadership Development Planning Our chief want is someone who will inspire us to be what we know we could be. Ralph Waldo Emerson Offered by The Leadership Challenge is a registered

More information

Desde la División de Advanced Solutions de Ingram Micro, queremos agradecerle su asistencia al evento Technology Day organizado por Symantec.

Desde la División de Advanced Solutions de Ingram Micro, queremos agradecerle su asistencia al evento Technology Day organizado por Symantec. Apreciado colaborador, Desde la División de Advanced Solutions de Ingram Micro, queremos agradecerle su asistencia al evento Technology Day organizado por Symantec. A su vez, esperamos que su asistencia

More information

KNOWLEDGE MANAGEMENT AT ECOPETROL

KNOWLEDGE MANAGEMENT AT ECOPETROL KNOWLEDGE MANAGEMENT AT ECOPETROL A CONTINUES JOURNEY Oscar Javier Guerra Perdomo Unit Head of Knowledge Management and Innovation Strategy ECOPETROL S.A. Oscar.Guerra@ECOPETROL.com.co More than half of

More information

LOS ANGELES UNIFIED SCHOOL DISTRICT REFERENCE GUIDE

LOS ANGELES UNIFIED SCHOOL DISTRICT REFERENCE GUIDE TITLE: Environmental Health Advisory Procedures ROUTING All Schools and Offices NUMBER: ISSUER: Robert Laughton, Director Office of Environmental Health and Safety DATE: March 30, 2015 Thelma Meléndez,

More information

Activities for IBM Industry Forum 2010

Activities for IBM Industry Forum 2010 Activities for IBM Industry Forum 2010 Facebook Event. LinkedIn Event. developerworks blog entry. Twitter posts. Page 1 Social Media traffic contribution dw mailings peak (among other possible factors)

More information

Call Center At-Home Agent Best Practices

Call Center At-Home Agent Best Practices Essential tools for managing employee performance, service quality and the customer experience Sponsored by Table of Contents Executive Summary...1 Value Proposition...1 Out of Site, Not Out of Mind...2

More information

Quest, Inc. Title VI Complaint Procedures and Forms

Quest, Inc. Title VI Complaint Procedures and Forms Quest, Inc. Title VI Complaint Procedures and Forms 1.0 Title VI Procedures and Compliance FTA Circular 4702.1B, Chapter III, Paragraph 6: All recipients shall develop procedures for investigating and

More information

City of Los Banos City Council Adjourned Meeting and Regular Meeting Agendas

City of Los Banos City Council Adjourned Meeting and Regular Meeting Agendas City of Los Banos City Council Adjourned Meeting and Regular Meeting Agendas Click here: Regular Meeting June 6, 2012-5:00 PM Click here: Adjourned Meeting June 6, 2012-5:30 PM LOS Banos At the Crossroads

More information

Horizon 2020 Y emprendedores en la red

Horizon 2020 Y emprendedores en la red Horizon 2020 Y emprendedores en la red 29 November 2011 Oportunidad para el ABI Horizon es el nuevo programa de la UE para la investigación y la innovación con llamadas desde el 2013 EL ABi debe empezar

More information

UNIVERSITY OF CALIFORNIA Employee feedback on the DORN On-site pain treatment Program

UNIVERSITY OF CALIFORNIA Employee feedback on the DORN On-site pain treatment Program UNIVERSITY OF CALIFORNIA Employee feedback on the DORN On-site pain treatment Program Life changing!! Great job!! Jason was wonderful to work with. He really knows what hi s doing. Thank you! Great job!!

More information

DATA ANALYTICS THE TREND THAT S RESHAPING THE INSURANCE INDUSTRY

DATA ANALYTICS THE TREND THAT S RESHAPING THE INSURANCE INDUSTRY DATA ANALYTICS THE TREND THAT S RESHAPING THE INSURANCE INDUSTRY WHAT IS DATA ANALYTICS? Data analytics is the discipline of evaluating large sets of data to discover patterns, market trends, customer

More information

CONCEPTS OF INDUSTRIAL AUTOMATION. By: Juan Carlos Mena Adolfo Ortiz Rosas Juan Camilo Acosta

CONCEPTS OF INDUSTRIAL AUTOMATION. By: Juan Carlos Mena Adolfo Ortiz Rosas Juan Camilo Acosta CONCEPTS OF By: Juan Carlos Mena Adolfo Ortiz Rosas Juan Camilo Acosta What is industrial automation? Introduction Implementation of normalized technologies for optimization of industrial process Where

More information

Supervisión y sistemas de información para la industria.

Supervisión y sistemas de información para la industria. Supervisión y sistemas de información para la industria. Manel Pozo Responsable de Software para Iberia 29 de Abril 2014 PUBLIC INFORMATION Rev 5058-CO900E La visión PUBLIC INFORMATION 2 3 La Visión La

More information

DEVELOPING AN INTEGRATED TALENT MANAGEMENT PROGRAM. A Human Resource Management Framework

DEVELOPING AN INTEGRATED TALENT MANAGEMENT PROGRAM. A Human Resource Management Framework DEVELOPING AN INTEGRATED TALENT MANAGEMENT PROGRAM A Human Resource Management Framework HR POLICY AND PLANNING DIVISION HUMAN RESOURCE BRANCH Public Service Secretariat April, 2008 Government of Newfoundland

More information

LOS ANGELES UNIFIED SCHOOL DISTRICT REFERENCE GUIDE

LOS ANGELES UNIFIED SCHOOL DISTRICT REFERENCE GUIDE TITLE: NUMBER: ISSUER: Spring Semester 2014 Alternate Emergency Exercise Earl R. Perkins, Assistant Superintendent School Operations Office of the Superintendent ROUTING Instructional Superintendents Administrators

More information

S/4HANA: La nueva generación del Business Suite. Generando valor a través de la innovación Facundo Podestá Platform And Solutions Group

S/4HANA: La nueva generación del Business Suite. Generando valor a través de la innovación Facundo Podestá Platform And Solutions Group S/4HANA: La nueva generación del Business Suite Generando valor a través de la innovación Facundo Podestá Platform And Solutions Group El nuevo Business Suite R/1 R/2 R/3 ERP 1973 1979 1992 2004 SoH 2013

More information

Employee Surveys: Four Do s and Don ts. Alec Levenson

Employee Surveys: Four Do s and Don ts. Alec Levenson Employee Surveys: Four Do s and Don ts Alec Levenson Center for Effective Organizations University of Southern California 3415 S. Figueroa Street, DCC 200 Los Angeles, CA 90089 USA Phone: 1-213-740-9814

More information

LONG-RANGE STRATEGIC PLAN SUPERIOR COURT OF CALIFORNIA COUNTY OF EL DORADO

LONG-RANGE STRATEGIC PLAN SUPERIOR COURT OF CALIFORNIA COUNTY OF EL DORADO INDEPENDENCE AND ACCOUNTABILITY LONG-RANGE STRATEGIC PLAN SUPERIOR COURT OF CALIFORNIA LONG-RANGE ISSUE: 1. TO PROVIDE FOR ADMINISTRATION OF PROGRAMS FOR WHICH THE COURT HAS ASSUMED RESPONSIBILITY. Issue

More information

New words to remember

New words to remember Finanza Toolbox Materials Checking Accounts When you open a checking account you put money in the bank. Then you buy a book of checks from the bank. Using checks keeps you from having to carry cash with

More information

LBWN ALQUILAR CON OPCIÓN A COMPRAR

LBWN ALQUILAR CON OPCIÓN A COMPRAR LBWN ALQUILAR CON OPCIÓN A COMPRAR BENEFICIOS PARA LA COMUNIDAD LBWN Alquilar con Opción a Comprar es una iniciativa de desarrollo de $5.8 millones que convertirá 24 foreclosures en viviendas unifamiliares

More information

Autonomy etalk White Paper. Optimizing Customer Feedback: Executing a Valuable Post-Call Survey

Autonomy etalk White Paper. Optimizing Customer Feedback: Executing a Valuable Post-Call Survey Autonomy etalk White Paper Optimizing Customer Feedback: Executing a Valuable Post-Call Survey Proprietary and Confidential to Autonomy etalk. Optimizing Customer Feedback: Executing a Valuable Post-Call

More information

Plumbers and Irrigators INSTRUCTIONS -- PLEASE READ CAREFULLY

Plumbers and Irrigators INSTRUCTIONS -- PLEASE READ CAREFULLY Phone:(401)462-8580 Fax: (401)462-8528 www.dlt.ri.gov/profregs Plumbers and Irrigators INSTRUCTIONS -- PLEASE READ CAREFULLY Applications that are incomplete or missing required documents will not be processed

More information

Accreditation in U.S. Higher Education

Accreditation in U.S. Higher Education Accreditation in U.S. Higher Education Dr. Leroy M. Morishita President California State University, East Bay January 9, 2014 Introduction This presentation covers five areas: 1 The History and Function

More information

NOTICE OF PUBLIC HEARING POSSIBLE IMPOSITION OF CONDITIONS TO ABATE NUISANCE OR REVOCATION OF USE

NOTICE OF PUBLIC HEARING POSSIBLE IMPOSITION OF CONDITIONS TO ABATE NUISANCE OR REVOCATION OF USE CITY OF LOS AN GELES C A L I F O R N I A DEPARTMENT OF CITY PLANNING NOTICE OF PUBLIC HEARING POSSIBLE IMPOSITION OF CONDITIONS TO ABATE NUISANCE OR REVOCATION OF USE To Owners: Abutting a Proposed Development

More information

HUMAN RESOURCES PLANING AND MANAGEMENT Sub-regional Experience Central America and Dominican Republic. Mónica Padilla HR ADVISOR PAHO/ WHO

HUMAN RESOURCES PLANING AND MANAGEMENT Sub-regional Experience Central America and Dominican Republic. Mónica Padilla HR ADVISOR PAHO/ WHO HUMAN RESOURCES PLANING AND MANAGEMENT Sub-regional Experience Central America and Dominican Republic Mónica Padilla HR ADVISOR PAHO/ WHO There are shortages of health workers worldwide Distribution of

More information

The difference between us and any other

The difference between us and any other OVERVIEW HR Outsourcing & Compliance Services: Complete HR Department Outsourcing Part-time On-Site HR Professionals Online HR Management & Compliance System Compliance & Liability Management Benefits

More information

Infant-thingy Instruction Manual

Infant-thingy Instruction Manual 8 267830 001221 Infant-thingy Instruction Manual Infant Insert for use with Clek Foonf and Fllo Car Seats IMPORTANT: This is only a checklist you must read and understand all of the warnings and instructions

More information

"Increasing the profits of the companies that pay for their employees to attend our seminars"

Increasing the profits of the companies that pay for their employees to attend our seminars Seminar Title: Duration: Fundamentals of Sales Management 3 Days Price: $2,695 Why Seminars by The Taylor Group? We have designed all of our seminars to focus on only one, key, objective: "Increasing the

More information

AP SPANISH LANGUAGE 2011 PRESENTATIONAL WRITING SCORING GUIDELINES

AP SPANISH LANGUAGE 2011 PRESENTATIONAL WRITING SCORING GUIDELINES AP SPANISH LANGUAGE 2011 PRESENTATIONAL WRITING SCORING GUIDELINES SCORE DESCRIPTION TASK COMPLETION TOPIC DEVELOPMENT LANGUAGE USE 5 Demonstrates excellence 4 Demonstrates command 3 Demonstrates competence

More information

FORMACIÓN E-LEARNING DE MICROSOFT

FORMACIÓN E-LEARNING DE MICROSOFT FORMACIÓN E-LEARNING DE MICROSOFT NANFOR IBÉRICA S.L PARTNER GLOBAL DE E-LEARNING DE MICROSOFT, único en Europa del Sur e Iberoamérica, y uno de los 9 existentes en todo el mundo. NOVEDADES EN LAS CERTIFICACIONES

More information

4-1 CHAPTER 5 CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY

4-1 CHAPTER 5 CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY 4-1 CHAPTER 5 CREATING CUSTOMER VALUE, SATISFACTION & LOYALTY PEPPERS AND ROGERS ON CREATING CUSTOMER LOYALTY The only value your company will ever create is the value that comes from customers the ones

More information

The Ultimate Guide to How Hourly Workforces Work ENGAGING

The Ultimate Guide to How Hourly Workforces Work ENGAGING 2012 The Ultimate Guide to How Hourly Workforces Work ENGAGING About the Guide Your people have the biggest impact on your success and how you manage them makes all the difference. Happy employees create

More information

Running Head: HEARTSHARE S MANAGEMENT TRAINING PROGRAM

Running Head: HEARTSHARE S MANAGEMENT TRAINING PROGRAM HeartShare s Management Training Program 1 Running Head: HEARTSHARE S MANAGEMENT TRAINING PROGRAM HeartShare s Management Training Program COA Innovative Practices Award Case Study Submission HeartShare

More information

10/19/2015 PRACTICE MANAGEMENT TRACK. This is a high turnover industry. EMPLOYEE SELECTION AND ONBOARDING - BEST PRACTICES Cris Kane Hurst, CVT, SPHR

10/19/2015 PRACTICE MANAGEMENT TRACK. This is a high turnover industry. EMPLOYEE SELECTION AND ONBOARDING - BEST PRACTICES Cris Kane Hurst, CVT, SPHR PRACTICE MANAGEMENT TRACK EMPLOYEE SELECTION AND ONBOARDING - BEST PRACTICES Cris Kane Hurst, CVT, SPHR This is a high turnover industry. 1 The national average for all industries in our region is somewhere

More information

Executive Summary Clients See More Differences than Similarities

Executive Summary Clients See More Differences than Similarities Executive Summary Clients See More Differences than Similarities Auditing the Auditors: Clients Reports Are In It s hard to hide among the masses when you re in a class of 4 especially when it s the Big

More information

Annual Notice of Changes for 2016

Annual Notice of Changes for 2016 P.O. Box 52424, Phoenix, AZ 85072-2424 SilverScript Choice (PDP) offered by SilverScript Insurance Company Annual Notice of Changes for 2016 You are currently enrolled as a member of SilverScript Choice

More information

Resumen de Entrevista: Asociación de Agentes de Aduana del Puerto de Manzanillo

Resumen de Entrevista: Asociación de Agentes de Aduana del Puerto de Manzanillo Resumen de Entrevista: Asociación de Agentes de Aduana del Puerto de Manzanillo 1. To your knowledge, to what extent do customs brokers run into operative inconveniences when it comes to collecting payment

More information

Quality Monitoring and Assurance

Quality Monitoring and Assurance Development and Training Programme: Quality Monitoring and Assurance Contact Details Name: Registered office address: Northpoint Level 11, 100 Miller Street North Sydney NSW 2060 Australia Australian Company

More information

Integrating HR & Talent Management Processes

Integrating HR & Talent Management Processes Integrating HR & Talent Management Processes Using Competency Assessment Technology to Attract, Develop, and Retain Talent Succession Planning Human Resource Development Competencies Critical characteristics

More information

REDWOOD CITY SCHOOL DISTRICT Educa&ng Every Child For Success. Local Control Funding Formula (LCFF) Community Engagement Mee@ng

REDWOOD CITY SCHOOL DISTRICT Educa&ng Every Child For Success. Local Control Funding Formula (LCFF) Community Engagement Mee@ng REDWOOD CITY SCHOOL DISTRICT Educa&ng Every Child For Success Local Control Funding Formula (LCFF) Community Engagement Mee@ng 1 Purpose of Today s Mee@ng Redwood City School District (RCSD) cares about

More information

GUL-UC3M Jornadas Técnicas

GUL-UC3M Jornadas Técnicas GUL-UC3M Jornadas Técnicas Global Open Source Enterprises My experience in Openbravo 14 de Noviembre de 2008 Agenda Introduction to Openbravo Dynamics of Open Source Openbravo Community Services My takeaways

More information

Buses híbridos en SERIE actualizables a 100% eléctricos con propulsión Siemens Presentación Bus HIGER con componentes SIEMENS Cartagena / Barranquilla

Buses híbridos en SERIE actualizables a 100% eléctricos con propulsión Siemens Presentación Bus HIGER con componentes SIEMENS Cartagena / Barranquilla Supporting cities in going full electric Buses híbridos en SERIE actualizables a 100% eléctricos con propulsión Siemens Presentación Bus HIGER con componentes SIEMENS Cartagena / Barranquilla Unrestricted

More information

Online Skills Academy Virtual Listening Session Questions

Online Skills Academy Virtual Listening Session Questions Online Skills Academy Virtual Listening Session Questions Participant Introductions PURPOSE: General participant composition survey 1. Describe your affiliation: a. Educational institution or training

More information

New words to remember

New words to remember Finanza Toolbox Materials When you open a checking account you put money in the bank. Then you buy a book of checks from the bank. Using checks keeps you from having to carry cash with you. You can use

More information