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“It is not enough to make a change within the Enterprise; you have to be able to deploy it, monitor it and revise it while the system is running.”

Podcasts

Our podcast library includes interviews and discussions with industry experts and our own technology and business leaders about SOA (service oriented architecture) and BPM (business process management). Here you'll find individual event podcasts as well as a recurring series called The Evolving Contact Center. Check back again soon for our other podcast events currently in development.

Listening and Download instructions:

1. LISTEN: Click the title link (i.e. "Why SOA?") and a new browser window will appear. You can pause, rewind or forward the file using this method.

2. LISTEN: Click the Play button to listen to the podcast on your computer. Click the Stop button to stop playback.

3. DOWNLOAD: Right click on the title link and choose "Save Target As..."

Technology

Why SOA? | Transcript
Length 6:16
Brenton Farmer, Interactive Softworks CEO, highlights the first prudent steps toward building a Service-Oriented Architecture. Mr. Farmer discusses how web services that are "cobbled together" does not constitute an SOA strategy.

The Benefits of a Service-Oriented Architecture (SOA) | Transcript
Length 3:23
SOA promises significant rewards for businesses who embrace it. Brenton Farmer outlines the key benefits that enterprises can expect from implementing SOA.

Why Enterprises Fail | Transcript
Length 5:06
Leveraging enterprise systems in a SOA environment is a tricky venture. Brenton Farmer discusses service level policies and infrastructure tools necessary to identify where and why enterprises fail in their SOA efforts. Furthermore, Mr. Farmer describes how integrating to a third party provider without SOA can bring down an entire enterprise.

Services

Assessment, the First SOA Step | Transcript
Length 5:12
Fred White, VP of Solutions for Interactive Softworks, shares his ideas about how a company should approach assessing technology solutions and business objectives. The key is taking the time to align and chart the course to an agreed upon destination.

Custom Development - Every Company is Unique | Transcript
Length 5:30
This podcast highlights why custom application development projects fail and succeed. Fred White, VP of Solutions, believes the keys to success are less in the technology and more in the process and communication among the development team.

Staff Augmentation: Getting the Right People in Place | Transcript
Length 3:00
Interactive Softworks' VP of Solutions, Fred White, shares his experiences in staff augmentation projects. Fred informs that a good solution requires resources to have the proper certifications and real world experience.

Contact Centers

Episode 8: Desktop Unification to Simplify Agent Interactions and Practical Ideas for Agent Staffing and Workforce management
Length 25:07
Episode 8 features a new segment on The Evolving Contact Center podcast, called "Ask the Expert." In this episode, Robb Duke of Interactive Softworks discusses the benefits of desktop unification for the contact center and its customers. Penny Reynolds of The Call Center School offers tips on reacting to ups and downs in staff levels throughout the day.

Automating Business Process in the Contact Center
Length 4:46
This podcast features an interview with Fred White, VP of Business Development, who discusses the unique role of the contact center as a central place where data and human interaction come together, and also a place where one can witness the execution of a business process.

The New Complex Call Center | Transcript
Length 7:08
This is a discussion about the new complexities of a contact center. Brenton Farmer gives examples of a satellite TV call center and the variety of outside parties and data resources that must be integrated into a single customer experience.

Episode 7: Congress & Teleservices, Flammable Customer Moments & Speech Analytics, Evaluating Speech Analytics Technologies
Length 33:26
Tim Searcy, CEO of the American Teleservices Association (ATA), joins us again to offer insight on how Congress and regulators will affect the teleservices Industry. Anna Convery, a Nexidia VP, tells us how "flammable customer moments" can be extinguished with speech analytics technology. The Call Center School's Maggie Klenke offers ideas on "picking out the pearls" of an abundance of recorded audio.

Episode 6: Award-Winning Customer Experience, Hiring "A Players", and the Art and Science of Contact Center Staffing
Length 36:46
Beauty is not skin deep: it goes all the way to the contact center. Episode 6 is loaded with surprises and delight. Listen close and you might be able to win a $25 gift certificate to Bath & Body Works. You’ll also get tips on the how to hire 'A players' for your contact center. The Call Center School segment features the art and science of scheduling representatives in the contact center.

Episode 5: Best Practices in Employee Retention and IVR Menu Design
Length 25:28
In this episode we offer an insightful interview about identifying the best candidates for your contact center using a proven process and software. The interview is with Jennifer East of Knowlagent which guides a company in the candidate interview process so to provide key assessment information for both the company and the candidate. The goal is to find the right fit for each. It also highlights ways to expedite quality training of the candidate so the contact center is getting results faster.

Episode 4: Customer Loyalty and the Power of One
Length 27:39
In today’s podcast we have a recap of the IQPC Call Center Summit from the conference chairman, Fred White of Interactive Softworks. Jeff Marr of Walker Information discusses the contact center’s role in building, measuring and maintaining customer loyalty. Penny Reynolds and Maggie Klenke share the art and science of call center staffing.

Episode 3: Creating the Excellent Customer Experience
Length 33:55
Today’s episode of The Evolving Contact Center features Toni Portman of Stream . She discusses the details of matching human energy and call center technology to produce a better customer experience. Penny Reynolds and Pam Trickey of the Call Center School continue their lessons in the verbal makeover, discussing the importance of word choice. And Interactive Softworks’ Fred White, chairman of IQPC’s 2nd annual Call Center Summit, gives us his view on the happenings at that important conference.

Episode 2: The 2006 ATA Convention & Expo, Part 2 of 2
Length 28:04
In today’s episode, we give you part two of our review of the American Teleservices Association's 2006 Convention & Expo that took place in Orlando, Florida in October 2006.

Episode 1: The 2006 ATA Convention & Expo, Part 1 of 2
Length 23:42
In this first episode, we give you part one of our review of the American Teleservices Association's 2006 Convention & Expo that took place in Orlando, Florida in October, 2006.