Category: Business Process Outsourcing

Transcript: Jennifer Morris on Effective Models for Sustainable Growth

CONFERENCE TITLE: Effective Models for Sustainable Growth
SPEAKER: Jennifer Morris
CONFERENCE DATE: April 06, 2011

Operator:: You are listening to the “DFJ Entrepreneurial Thought Leaders Series” brought to you weekly by the Stanford Technology Ventures Program. You can find podcast and videos of these lectures online at ecorner.stanford.edu.

Moderator: So Jennifer Morris, she’s from Conservation International in DC. She’s the Executive Vice President for this organization that you may or may not have heard about. I’ve had the pleasure and honor of knowing about this organization for quite a while. They’re in the same sort of ballpark as World Wildlife Foundation, and others like that.

But this – what’s interesting about Conservation International is they bring an entrepreneurial spirit to environmental non-profit work. Then what is ironic, like it, feels like an internet start-up company.

Even though they have offices in 60 companies — countries, excuse me — offices in 60 countries all over this planet, Jennifer in particular, is interesting. She’s on the leadership team. One of the senior, senior management of the – this NGO, but she also is responsible for their connecting with business. And all – and running it – running even funds that feel like a Venture Capital Fund.

So they’re – so what’s fun is to compare this to the principles of Silicon Valley. How are the principles of Silicon Valley being able to be used by organizations that are in social innovation?

So without further ado, let’s welcome a graduate of Emory University and Columbia University. Let’s welcome her at Stanford University — Jennifer Morris.
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Transcript: Guy Kawasaki on Creating Enchantment

CONFERENCE TITLE: DFJ Entrepreneurial Thought Leaders Series
SPEAKER: Guy Kawasaki
CONFERENCE DATE: March 02, 2011

Operator: You are listening to the “DFJ Entrepreneurial Thought Leaders Series” brought to you weekly by the Stanford Technology Ventures program. You can find podcast and videos of these lectures online at ecorner.stanford.edu.

It is my extreme pleasure to welcome our final speaker for eWeek this week. It is Guy Kawasaki, who for many of you needs no introduction. Guy’s original claim to fame was when he was the original Apple evangelist. I remember reading his columns years and years ago. And I am certainly a Mac enthusiast myself.

He was a founding partner of Garage Technology Ventures. He has been involved with writing. He has written 10 books, “Rules for Revolutionaries”, “The Art of the Start”. And his new book, “Engagement”.

I’ve had a chance to read and give (unintelligible) and (enchantment). (I think that’s going to be your next book. Can that be your next book, “Engagement” – “Enchantment”, sorry. But I did get to read…

Guy Kawasaki: She’s a close personal Friend.
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Transcript: TWIS.org Dec 9, 2010

Kirsten: This show is brought to you by listeners like you and your contributions. We couldn’t do it without you. Thanks.

Justin: Disclaimer. Disclaimer. Disclaimer. You don’t know everything. In fact, everything you do know when added up amounts to less than everything you don’t know and what you don’t know could kill you. What you don’t know could also save your life, or save you time, or make you money or provide an insight into something you thought to knew, or confirm suspicion, or make you more suspicious, or change the way you see the world for the better, or change the way you see the world for the worse.

It’s safe to say that what you don’t know could potentially do you more good or more harm than everything you know that you don’t know put together and with this in mind the following hour promises that while results will differ dramatically in terms of outcomes. The process of learning new things has been dramatically refined into a reliable system of questioning what we thought we knew, known simply as This Week in Science. Coming up next.

Justin: Good Thursday, Kirsten.
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Transcript: TWIS.org Nov 4, 2010

Kirsten: This show was brought to you by listeners like you and your contributions. We couldn’t do it without you. Thanks.

Justin: Disclaimer. Disclaimer. Disclaimer. The following hour of programming is not a part of a clandestine operations sponsored by secretive governmental departments or intelligence agencies to covertly strengthen the scientific awareness and critical thinking capabilities of freedom loving people.

It is not funded by any nation’s military or insurgent guerillas with the intention of making you a more secure person and you’re understanding of the world. Listening is not enforced by or mandated by any law, statute, or men with guns.

No part of this program was conducted by or supported through a charitable organization of citizens concerned with the state of science literacy in this country. What the following hour is not says as much about what it is, as we will say on This Week in Science. Coming up next.

Justin: Hello and good morning Kirsten!
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Instant Zopim Expert Teams

Futuregen partners with Zopim to provide a complete online live chat response solution targeted at SMEs (Small and Medium Enterprises). Zopim provides the software, we provide the expert agents and team to manage your chat system.

What is Live Chat and what are its benefits?

Online Live chat response systems enable web visitors to ‘chat’ with a company’s representative while on the website. You have higher rate of converting visitors into paying clients. It also increases customer satisfaction by providing them with a 24×7 representative to handle client inquiries. Urgent matters are escalated by our team according to your set instructions.

What is the pain point to adoption of live chat?

Mass adoption by website owners have been hampered by each individual website’s low volume of traffic – which does not justify a dedicated staff. So we decided to pool our expert teams together into handling multiple campaigns. You get superior coverage by sharing agents among our clients.

What is exciting about our promo?

Our pricing is based on per chat…. not per agents!

What are the details?

1. Promo Period: January to March 2011

2. Pricing Plans:  As low as 20 SGD per month per site!

3. To learn more: Please sign up here

Movie Subtitling: Enemies of the People

Our Transcription team is proud to have done the transcripts for the sub titles for “Enemies of the People” a movie on the Killling fields that is now showing in the US. We feel proud to have been part of this video transcription project.

Please visit the Enemies of the People homepage.

Gain Useful Insights into Your Call Center

Asterisk based monitoring software

Loway Research has appointed Futuregen to resell and support its highly popular QueueMetric Software in Asia and Pacific region. Queuemetric enables Asterisk based call centers to gain visibility into their agents’ performance.

Main benefits include:

  1. Service levels achieved
  2. Agent KPIs like: Average call handling time total talk time, number of calls taken
  3. Center Performance including call distribution by agent, or by queue
  4. Queue Distribution by hours of the day
  5. Live Dashboard to display real time statistics

What will QueueMetrics do for me?

Operations managers…

  • See a very detailed report of call center activity, down to each call on each queue.
  • Run reports by single queues, or by user-created queue groups, both on inbound and outbound traffic.
  • Listen to recorded calls.
  • See activity statistics and duration by call stage, with daily, hourly (or shorter), weekly breakdowns.
  • Can track calls processed on multiple queues.
  • Measure business targets and conversion rates on a number of industry-standard metrics.
  • Measure agent activity during the day, both on ACD and non-ACD time, with billable and non-billable work times.
  • Excellent configurable security and privacy, on a queue-by-queue basis. All actions can be assigned or revoked on an user-by-user basis.
  • QueueMetrics can be easily setup to support a virtual or multi-tenant call-center.

Team leaders…

  • Very detailed real time call and agent reporting, can be broken down by queue, agent group or location.
  • See agent status and real-time activity.
  • Remotely listen to live calls as they are handled.
  • Watch agent screens remotely through a VNC client.
  • Real-time wallboard mode using a video projector.
  • Restricted “Visitor” mode to allow real-time access to external stakeholders, with optional live call or VNC monitoring.

Agents…

  • Agents can see the calls they’re handling and integrate with external CRM apps, optionally passing data gathered from IVR menus or Caller-ID.
  • Set call status codes (e.g. Sale, Contact?) for all inbound and outbound traffic through the GUI
  • Log-on, log-off, go on pause and set pause reason codes.

IT Managers…

  • Proven, heavy-duty industrial solutions deployed in hundreds of locations worldwide, from 5 to 500 agents – ask for references.
  • Highly scalable – supports Asterisk clusters and can be installed on separate servers.
  • Supports database and flat-file storage.
  • Minimal or no Asterisk interaction to minimize the load on the Asterisk server.
  • No need to patch or modify an existing Asterisk installation.
  • Works with Asterisk’s or third-party call recording and storage components.
  • Easily scriptable through its XML-RPC interface.
  • Auto-configuration from standard Asterisk configuration files.
  • Easy to install and upgrade using the yum package manager.

Yahoo to Webcast Philippine SONA

On July 26, 2010 at 2pm GMT+8, Benigno “Noynoy” Aquino III will deliver his first SONA (State of the Nation Address). Yahoo! Southeast Asia will provide a live video stream of the SONA, in partnership with broadcast network TV5, MediaQuest and FutureGen.

This will be made available on the Purple Thumb site of Yahoo! Philippines, together with a live blog that will give up-the-minute updates and allow readers from all over the world to post their comments.

Just as in the Purple Thumb coverage of the first automated elections in the Philippines, bloggers and citizen journalists can take part in Yahoo!’s social media coverage by using the hashtag #PurpleThumb together with their election-related tweets. These #PurpleThumb Twitter updates will be automatically posted on the live blog, where they can be read by the millions of readers who visit the Yahoo! Philippines site.

Link to P-Noy’s first SONA : http://ph.promo.yahoo.com/purple-thumb/first100days