[Sigia-l] Customer Service Taxonomies - Sept 27th 2 - 3:30 EDT

[Stephanie Lemieux]

Join us for this month's Taxonomy Community of Practice conference call on
taxonomies and metadata standards for customer service applications. 

Date & Time: Wednesday Sept 27th - 2:00 to 3:30 PM EDT. 
Register for the session at www.earley.com/events.htm

You will receive dial-in instructions and slides the day before the call. 
Please register by Sept 26th to ensure that you receive the instructions in
time. 

Customer Web Self Service and Call Center Support
Building applications and systems to support customer processes - either
self service or call center support - requires an understanding of your
customer's 'intent' as well as their mental model. Terminology has to be
intuitive and self evident in the case of self service, or needs to lead the
service rep down the correct path in the case of call center support. 

In this session we will hear about: 
• a large health insurance company who will discuss how they approached
developing a taxonomy and metadata standard to support a 17,000 person call
center 
• a case study about a large UK based telecom service company and how they
structured content and tagging to support web self service and an
interactive voice response (IVR) deployment 

Presenters include: 
• Seth Earley, Earley & Associates 
• Glenn Bair, Aetna Insurance 
• Greg Reid, InFuture LLC 

Starting this Monday - Free jumpstart series on content management 
Join us for the part 1 of 4 of the content management jumpstart series! 

Monday, Sept.25, 1:30-3:00pm EST

Hear from Meredith Lavine, who will present an overview of The Mathworks
adoption and use of a content management system, including the value
proposition and key business drivers to benefit the Marketing organization.
In additions, she will offer suggested measures of success and ROI to
consider when putting together a business case justification for content
management. 

Hear from Bob Boiko from Metatorial, Inc.: "Why should you do content
management? Before you say "Because we have too much content," think again.
Before you say "to be more efficient," think again. In this talk, I will
give you a simple, effective way to work through to this most effective
justification for creating CM systems. " 

And hear from Steve Flinn, from Manyworlds.com on advances in quantifying
business cases for content and knowledge mangement. Steve will also discuss
knowledge network value and other knowledge management value propositions. 

Register at http://www.earley.com/CMjumpstart.htm


Join the free taxonomy community of practice yahoo group 

If you have problems registering on line, please contact Stephanie Lemieux
at Earley & Associates. stephanie at earley.com or call 514-804-7833. 

Stephanie Lemieux 
Earley & Associates, Inc 
________________________________________
email: stephanie at earley.com 
phone: 781-444-0287 
web: http://www.earley.com 


Stephanie Lemieux
Taxonomy development and IA specialist
Earley & Associates, Inc.
514-804-7833
www.earley.com

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