...Class, This is a set of information comparing IP Contact Call Centers in side-by-side analysis that was created by Faulkner’s FACCTs several years ago. You can see that they do cover information on each company, the features that are in each product, and even some basic pricing information. You are going to use this as if it is the compiled responses from a real RFP. This information will help you assign vendor scores in your table, and help you decide which vendor to use. IP Contact Call Centers: Side-by-Side |The right IP contact call center can make potential new customers go away happy. A conventional “Your call is important to us…” call | |center—in today’s age of Internet gratification—will likely just make them go away. | | | |Take a conventional call center, put it over an IP-telephony infrastructure, plug in a multimedia server or two and upgrade the agent PC | |client software, and presto—you’ve got all the makings of an IP contact center. It’s not quite that easy, of course. Contact centers—so | |called because they add customer-interaction channels beyond just voice—represent considerable added complexity, and cost, over voice-only | |call centers. ...
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...reproduction rights organization. To order copies or request permission to reproduce materials, contact INFORMS, 901 Elkridge Landing Road, Suite 400, Linthicum, MD 21090-2909; e-mail informs@informs.org. Copyright © 1998 by INFORMS. In 1986 AT&T found itself in a very different market from the one in which it had held a monopoly position during the 1970s. Competitors were pouring billions of dollars into new communications networks, with the result that AT&T’s strong technological advantage was narrowing and looked as if it would soon disappear. AT&T saw fierce price competition for telecommunications hardware and services in market areas where it had once reaped healthy profit margins. Traditional areas of AT&T’s business (telephone calls and telephone sets) were about to become low margin “commodity” businesses, where price would become the main factor used to choose among otherwise similar long distance companies. In response to this dramatic change, AT&T developed a new strategy focused on targeting opportunities for new communications “products” which would exploit AT&T’s ability to package complex communications systems. AT&T now thought in terms of marketing complete business communications hardware and...
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...organizational visits 6 3. Professional development from PALS 7 3.1 Commercial awareness 8 3.2 Communication skills 8 3.3 Leadership 9 3.4 Foreign language 10 4. Help in the future 10 Conclusion 11 Reference 12 LEARNING LOG 13 Introduction In this text, I will retrospect to the period doing the assignment and reflect how I developed professionally and personally. The first chapter gives a review of the group assignment and presentation. We took DHL call centre as the development subject, and analyzed the importance of establishing a new call centre based on the theories about the reasons of building call centre. Based on existing literature about call centres, we summered up the advantages of call centres and examine the current status of DHL, thus our analysis gives a theoretical and practical ground of building DHL new call centre (Bruce et al, 2010). Latter analyzed the factors influencing the success of call centres so that we can adapt right strategy and avoid big failure (Chiara et al, 2006). The main concern is to promote service quality in all dimensions and by scientific means. In the second chapter, I draw a line between what I noticed and perceived from visiting and interviewing activities and what I’ve learned in the module before. Besides, I will explain my understanding of PALS in the aspects of learning skills, practice, introspection, interaction, sharing and equal. A new participant like me who has never...
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...EX BY EX PROCESSING RE: EQUITY OPTION EXPIRATIONS As of December 1, 2015, trading has been halted in the underlying securities listed below, or events have occurred which have prompted OCC to remove options on such securities from automatic exercise in expiration processing. If the issues surrounding these events are not resolved prior to the expiration date for the affected options, these options will not be subject to OCC’s automatic exercise thresholds in expiration processing. If OCC becomes aware that the issues have been resolved, automatic exercise thresholds will be restored prior to expiration. Please note the removal of automatic thresholds will affect ALL options on the affected security and ALL expiration dates: “standard” equity option expiration (the third Friday of the month), weekly expiration (Fridays), daily FLEX option expirations, and quarterly expirations. Holders of long positions in these affected options will need to make independent determinations of the value of the option deliverables in deciding to exercise, or not exercise, any expiring long position. This policy regarding halted securities in expiration processing is described in OCC Information Memo 27391. OPTION SYMBOL SECURITY NAME UNDERLYING SYMBOL NBG National Bank of Greece S.A. NBG Please note that FLEX options introduced after this Information Memo has been published will also be subject to removal from automatic exercise thresholds. OPTION EXERCISE - EXPIRATION PROCESSING Options...
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...Queuing (UQ) 5 Phone Calls (traditional ACD) Videophone Calls Email Web Calls (chat, voice, video, collaboration) • Interactive Voice and Video Response (IVR, IVVR) 6 • Interaction History 6 • Outbound Dialing 6 • Recording and Quality Monitoring 7 • Integration Capabilities 8 • Reporting 8 • Agent Interface 8 • Supervisor Interface 9 7. Advantages of CosmoCall Universe™ 9 8. Architecture Overview of CosmoCall Universe™ 11 9. Selected partners of CosmoCom™ 11 10. Different Awards won by CosmoCall Universe™ 11 11. Why did the company choose this system 13 12. How the system was implemented 14 13. Issues faced by Legato due to CosmoCall Universe™ 14 14. Recommendation for Legato 15 15. Conclusion 15 16. References 16 Introduction: Businesses are outsourcing their services to different corners of the globe these days in order to cut down on costs. Most foreign countries are outsourcing their services to countries where the minimum wage is low. India is recognized as one of the leading countries when it comes to the telemarketing industry, and has been able to generate profitable revenue. In the past few years a few companies have engaged themselves in building telemarketing industries and take advantage of the minimum wage as well. Legato Services Limited is the pioneer Call Centre as well as a Hosted Call Centre Service Provider and...
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...Call Centers Operations Management Introduction Call centers, or contact centers are an increasingly important part of today’s telecommunication world, employing millions of people and acting as an important source of information and solutions for a majority of consumers. In countries like India where the internet penetration is 33.2%1 and the mobile user base is 79.39%2, call centers along with physical stores have emerged as a major source of information and problem resolution for telecom service users. Call centers also act as the public face of the organization and play an important part in customer retention. As a Vodafone customer in India I have had regular experiences with its call centers which have prompted me to analyze and suggest proposals that could improve the service. Input: The input in this process is the customer requests/issues. Output: The output in this process is the solution provided in response to requests/issues. Journey: Journey starts with a call by the customer to the telecom service provider’s call center which involves interacting with an Interactive Voice Response Unit (IVR) and possibly discussing the request/issue with a an agent. Gap/Opportunity: Despite the advancements made in this sector there are areas which could be improved upon which can lead to a reduction in resolution time and an increase in customer satisfaction. The quality of the service is can be said to depend on three factors: * The length of time a customer...
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...would use to deliver messages. Technology has really sped up the process of doing business. It used to be we had to pay expensive fees to get thing sent next day shipping or send it in mail. Now it is simple touching a few buttons and the transactions are done. The forms of technology I will talk about are as follows: emails, text messages, conference calls and videoconference. Each one serves a different function in the workplace but the can be paired together to be used as effective means of communication. Email used at the workplace can be used to transmit internally and externally. It also serves as documentation of communication between parties. In the business world of today is works to a business advantage for this reason and it is preferred nowadays of a simple phone call. It is also very cost effective for a business to use this to lower overhead and to speed up the processing of vital or sensitive information. Text/SMS messages have become a necessity in every business setting. It is a good way to get a message out fast to someone. Sometimes if you are in meeting you are not always able to respond to calls. This is the benefit of text messaging they can open the message and read it with causing alarm or disrupting a meeting. This also is another method that can be used to track correspondence between parties. There are apps that give urgent updates that can be of importance to a business especially I would say in the Stock Exchange. At my place of employment...
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...NETW600 Capstone Team E Week 7 Final Project Travel Agency Inc (TAI) RFP Response Table of Contents: Executive Summary 3 Background 3 Industry Trends and Projections Problem Definition 6 Requirements Definition 8 Project Goals and Objectives Project Assumptions Current Configuration of Network Identification of Business Issues and Requirements Budget Requirements Network Design 11 Alternative Approaches Customer Ownership Outsourcing and the Cloud Comparison of Alternatives Cost differences Workflow differences Reliability Maintenance Performance Findings, Conclusions, and Recommendations 16 Implementation Plan 17 Project Plan Milestones Implementation Plan Training Follow-up Appendices 19 Appendix A Appendix B Appendix C Appendix D Appendix E Appendix F References 27 Executive Summary: Travel Agency Incorporated, (TAI), has reached a pivotal point in the travel industry and is at a stage for which changing business model operations is critical and may determine their very survival. Make no mistake TAI is at a crossroad. It is crucial that TAI reduce costs and employee turnover, eliminate network congestion, and develop a presence for online bookings. It is also imperative that TAI’s reputation and business model of providing complete and very personal service while building and maintaining excellent relationships with their customers cannot be...
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...BSBADM504 Plan and implement administrative systems Project 1 Part 1 IGA is U.S. brand of grocery stores that operates in more than 30 countries. Unlike the chain store business model, IGA operates as a franchise through stores that are owned separately from the brand. Many of these stores operate in small town markets and belong to families that manage them. It was founded in the United States as the Independent Grocers Alliance. The headquarters are in Chicago, Illinois. Recordkeeping system To determine the recordkeeping we started by listing all the customer´s information and buying history, that have been loyal to our company for many years, or are new to our company but always gave good reviews about us in surveys. Then the new recordkeeping system will send automatically emails thanking about their loyalty and online survey and use this to have their current opinions about the company and also to have their information updated. Next, we researched each survey looking for comments that can help the company to improve but also to have their personal information in a base data and information also about their favorite products from the IGA store and reward their loyalty by sending them discount cards, gift cards, coupons, etc. Duration and commencement of the tender: The Company intends to active this recordkeeping system for a duration of 2 years, including a total or partial purchase option. The IGA, however, requires an estimate of the total purchase cost, should...
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...Management Control System Case Assignment Name : Muhammad Kamil 12/341277/PEK/17366 Class : International Class, Batch 60 Chapter 11 Case 11-3. CUP Corporation Case Overview CUP was one of the largest insurance firms based in Europe. They enjoyed growth rate of more than 25% each year for almost past 10 years. They sold various forms of insurance in order to broaden the type of the insurance into health, life, casualty, property, and automotive areas. However, the growth was flat instead of the planned 3 percent by 1996 and 1997. The declining growth rate resulted from several issues, economic climate, higher taxes and social welfare levies, increasing competition, extensive satisfaction of the basic demand for insurance in Germany. In 1996, the number of customer canceling contracts compared to the total amount of contracts, called “lapse rate”, reached DM 900M which is 10% of total premium revenue. They are having customer loyalty problem that has to be solved. One of the issue here is the establishment of CCC (Customer Care Center). This CCC enables the company to provide customer with one telephone number that will answer all of customer questions due to their contract. They need to professionally train people who could effectively answer a variety of questions and increase the service dramatically. The final objective would be to reduce the lapse rate. The “lapse rate” problem for CUP was summarized by the image of leaking bucket, new customers would flow into the bucket...
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...Jon M. Huntsman School of Business Master of Science in Financial Economics August 2013 Pricing and Hedging Asian Options By Vineet B. Lakhlani Pricing and Hedging Asian Options Table of Contents Table of Contents 1. Introduction to Derivatives 2. Exotic Options 2.1. Introduction to Asian Options 3.1. Binomial Option Pricing Model 3.2. Black-Scholes Model 3.2.1. Black-Scholes PDE Derivation 3.2.2. Black-Scholes Formula 1 2 3 4 4 5 6 7 3 3. Option Pricing Methodologies 4. Asian Option Pricing 4.1. 4.2. 4.3. 4.4. Closed Form Solution (Black-Scholes Formula) QuantLib/Boost Monte Carlo Simulations Price Characteristics 8 8 10 11 14 5. Hedging 5.1. Option Greeks 5.2. Characteristics of Option Delta (Δ) 5.3. Delta Hedging 5.3.1. Delta-Hedging for 1 Day 5.4. Hedging Asian Option 5.5. Other Strategies 6. Conclusion 16 17 17 19 20 22 25 26 27 32 34 Appendix i. ii. iii. Tables References Code: Black-Scholes Formula For European & Asian (Geometric) Option 1 Pricing and Hedging Asian Options 1. Introduction to Derivatives: Financial derivatives have been in existence as long as the invention of writing. The first derivative contracts—forward contracts—were written in cuneiform script on clay tablets. The evidence of the first written contract was dates back to in nineteenth century BC in Mesopotamia...
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...FDRM Project On 9/17/2014 Estimation of NIFTY Spot Price Using Put-Call Parity Under the guidance of Professor Rajiv Srivastava Submitted by: Abhay Sharma (1A) Ayush Gupta (9C) Sachin Gupta (38A) Shikhar Mathur (45A) Table of Contents 1. 2. 3. 4. 5. 6. Executive Summary………….………………………..……………………………….………………..2 Introduction ……………………..………………………………………………………………….……..3 1.1 Why Derivative Markets…………………………….………………………………………………….……..3 1.2 Derivative Markets………………………………………………………………………………………….……3 1.3 Types of Traders……………………………………………………………………………………………………5 1.4 Types of Contracts………………………………………………………………………………………………..5 1.5 Development of Indian Derivatives Market…………………………………………………………..6 Objectives of the Study……………………………………………………….………………………..6 Research Methodology ………………………………………………………………………………..7 Properties of Data…………………………………………………………………………………………7 4.1 Analysis of different contracts…..………………………………………………………………………….9 4.2 Comparison between Call and Put Trade Volume ….……………………………………..……10 4.3 Speculation ratio…………………………………………………………………………………………………11 4.4 Estimation of NIFTY spot Price using Put-Call Parity……………………………………………13 Conclusion………………………………………………………………………………………………….15 Appendix…………………………………………………………………………………………………….16 1 Executive Summary Futures and options markets in India are relatively new. The National Stock Exchange (NSE) introduced trading in Index Options (also based on Nifty) on June 4, 2001. The Futures and Options on...
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...E-TENDERING REPORT SHEFFIELD HALLAM UNIVERSITY FACULTY OF ENVIRONMENT AND DEVELOPMENT Module Leader: Module: Project Management e-Tendering Report | An appraisal of e-tendering for Local Authority | Date: 25.02.08Author: Rev: A/001 | Contents 1. General 3 1.1. Introduction 3 1.2. Assumptions 3 2. Executive Summary 4 3. Normative Definition 5 4. Local Authority Benefits 6 4.1. Tangible Benefits 6 Time Reduction 6 Cost Reduction 6 4.2. Intangible Benefits 7 4.2.1. Management of the Tendering Process 7 Standardisation 8 Transparency 8 Dispute Occurrence 8 Security 8 5. Local Authority/Supplier Disadvantages 9 5.1. Procedural Change 9 5.2. Staffing Resources 9 5.3. Staff Training 9 5.4. Material Resources 9 6. Supplier Benefits 10 6.1. Improved Communication 10 6.2. Global Inclusion 10 7. Types of E-Tendering Solutions 11 7.1. Hosted Package 11 7.2. Recommendation 11 8. Method of Implementation 12 9. Appendix 13 9.1. Appendix A- Average Quantity of Tenders 13 9.2. Appendix B- Glossary 13 9.3. Appendix C- In-House Developed Package 14 9.4. Appendix D: Key Performance Indicator Example 14 9.5. Appendix E- Programme of Implementation 0 10. References 16 11. Bibliography 17 General Introduction Jeffreys & Associates have been commissioned by Sheffield Local Authority to address e-tendering as a possible solution to replace the existing traditional...
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...CHARACTERISTICS AND RISKS OF STANDARDIZED OPTIONS February 1994 1997 through 2012 Supplements included BATS Exchange, Inc. 8050 Marshall Drive Lexena, Kansas 66214 C2 OPTIONS EXCHANGE, INCORPORATED 400 South LaSalle Street Chicago, Illinois 60605 CHICAGO BOARD OPTIONS EXCHANGE, INCORPORATED 400 South LaSalle Street Chicago, Illinois 60605 INTERNATIONAL SECURITIES EXCHANGE, LLC 60 Broad Street New York, New York 10004 NASDAQ OMX BX, INC. 101 Arch Street Boston, Massachusetts 02110 NASDAQ OMX PHLX, INC. 1900 Market Street Philadelphia, Pennsylvania 19103 NASDAQ STOCK MARKET, LLC One Liberty Plaza 165 Broadway New York, New York 10006 NYSE AMEX LLC 11 Wall Street New York, New York 10005 NYSE ARCA, INC. 100 South Wacker Drive Chicago, Illinois 60606 1994 American Stock Exchange, LLC, Chicago Board Options Exchange, Incorporated, New York Stock Exchange, Inc., NYSE Arca, Inc. and Philadelphia Stock Exchange, Inc. CHARACTERISTICS AND RISKS OF STANDARDIZED OPTIONS TABLE OF CONTENTS Page CHAPTER I—INTRODUCTION . . . . . . . . . . . . . . 1 CHAPTER II—OPTIONS NOMENCLATURE . . . . . . 5 CHAPTER III—OPTIONS ON EQUITY SECURITIES 18 Features of Stock Options . . . . . . . . . . . . . . . . . 18 CHAPTER IV—INDEX OPTIONS . . . . . . . . . . . . . 23 About Indexes . . . . . . . . . . . . . . . . . . . . . . . . 23 Features of Index Options . . . . . . . . . . . . . . . . . 26 CHAPTER V—DEBT OPTIONS . . . . . . . . . . . . . . 29 Rates, Yields and Prices of Debt Securities ....
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...Request for Proposal An Inventory Control System Just Seeds Unlimited Co. 4105 Stuart Andrew Blvd Unit #3 Charlotte, NC 28217 704.222.2222 Distribution List (TBD) Linnea L. Williams lwilliams.lwilliams@gmail.com PM598 – May 2011 TABLE OF CONTENTS 1. INSTRUCTIONS TO BIDDERS 5 1.1. General Description of Work 5 1.2. What Must Be Included with Bid 5 1.3. Schedule of Bid Period Activities 6 1.4. Location of Work 6 1.5. Pre-Bid Meeting 7 1.6. Owner Contact for Questions 7 1.7. Pre-Award Surveys 8 1.8. Sealed Bid Requirements 8 1.9. Basis for Bid Evaluation 9 1.10. Ethical Standards 10 1.11. Responsibility for Surety Bonds 10 1.12. Proposal Format 10 1.13. List of Bidders 12 1.14. Letter of Acknowledgment 13 2. DESCRIPTION OF WORK 13 3. PROPOSAL 15 3.1. Breakdown of Bid Price 15 3.2. Revisions and Extra Work 15 3.3. Scheduled Completion Dates 16 3.4. List of Subcontractors 16 3.6. Key Supplier or Contractor Personnel 17 3.7. List of Bid Document Addenda Reviewed by Bidder 17 3.8. Notice of Conflicts or Errors in Bid Documents 17 3.9. Bidder Signature 17 4. SPECIFICATIONS AND DRAWINGS 18 5. GENERAL CONDITIONS AND CONTRACT AGREEMENTS 18 Appendix B 21 Supplier/Bidder List 21 1. INSTRUCTIONS TO BIDDERS The following section entails information that Just Seeds Unlimited Co. requires of bidders when preparing the response bid proposal: 1.1. General Description of Work Provide Just Seeds Unlimited Co. with a fully designed solution for...
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