About
Articles by Jeff
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Will 2021 Be the Year of Ying and Yang in Contact Centers as AI and Automation Take Hold?
Will 2021 Be the Year of Ying and Yang in Contact Centers as AI and Automation Take Hold?
By Jeff Tropeano
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When Things Get Tough, the Tough Get Going: Contact Center Transformation in an Age of Disruption
When Things Get Tough, the Tough Get Going: Contact Center Transformation in an Age of Disruption
By Jeff Tropeano
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Stronger Than Ever: How the Rapid Move to Home Agents Brings New Requirements Into Focus
Stronger Than Ever: How the Rapid Move to Home Agents Brings New Requirements Into Focus
By Jeff Tropeano
Contributions
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How do you ensure your software project is on track?
The article's emphasis on celebrating and rewarding success is crucial. The true product of a development team is not just the work they produce, but the team itself. A well-balanced, diverse, and motivated team is the engine that drives successful projects. It's vital to ensure the journey to project completion is rewarding and not just an uphill struggle. If a team delivers exceptional work but disbands due to an overly arduous process, the project's success is short-lived. Recognizing effort, valuing diversity, and fostering motivation are pillars of a sustainable and successful development team.
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How do you ensure your software project is on track?
While defining clear project goals is important, an overemphasis on rigid requirements can hinder adaptability. Consider the kitchen analogy: rather than listing every dish to be cooked - an impractical task - it's more effective to set up a well-equipped kitchen. Similarly, a robust project framework, rather than a rigid requirement list, enables us to handle unforeseen changes and seize unexpected opportunities, leading to a more successful outcome. Flexibility, alongside clarity, is key to effective project management.
Activity
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So, it’s time to share the BIG NEWS. In March of 2024, I hit my 27th year at Frost & Sullivan and to say it’s been a journey would be the…
So, it’s time to share the BIG NEWS. In March of 2024, I hit my 27th year at Frost & Sullivan and to say it’s been a journey would be the…
Liked by Jeff Tropeano
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Please take a minute to follow Octayne Ventures, which is a new endeavor I'm excited to be kicking off. And please drop a DM to me if you'd like to…
Please take a minute to follow Octayne Ventures, which is a new endeavor I'm excited to be kicking off. And please drop a DM to me if you'd like to…
Liked by Jeff Tropeano
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Support our future by supporting our children with free STEM programs. Either join us or sponsor the event. Or both! Hope to see you there.
Support our future by supporting our children with free STEM programs. Either join us or sponsor the event. Or both! Hope to see you there.
Liked by Jeff Tropeano
Experience & Education
Licenses & Certifications
Volunteer Experience
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Assistant Telescope Operator / Public Outreach Volunteer
Denver Astronomical Society
- Present 11 years 4 months
Education
As an Assistant Telescope Operator volunteer, I participate in Public Outreach astronomy events every Thursday. I assist with the operation of the 120 year old 20" Alvin-Clark refractor at historic Chamberlin Observatory.
Some of the Denver Astronomical Society's brightest and most enthusiastic individuals lead Public Nights each Tuesday and Thursday at the University of Denver's Historic Chamberlin Observatory. Public Nights are a Denver tradition that began on the night of August 1…As an Assistant Telescope Operator volunteer, I participate in Public Outreach astronomy events every Thursday. I assist with the operation of the 120 year old 20" Alvin-Clark refractor at historic Chamberlin Observatory.
Some of the Denver Astronomical Society's brightest and most enthusiastic individuals lead Public Nights each Tuesday and Thursday at the University of Denver's Historic Chamberlin Observatory. Public Nights are a Denver tradition that began on the night of August 1, 1894. The Denver Astronomical Society has hosted Public Nights for over 60 years.
All public nights start with an informative, multi-media astronomy presentation by a DAS lecturer. Presentations may be illustrated with colorful computer graphics shows, videos, and/or whatever audio/visual method is appropriate. Astronomy presentations are designed for visitors of all ages.
Additionally, visitors will be treated to telescopic views of the moon, stars and star clusters, planets, galaxies, nebulae, etc., through Chamberlin's historic, 28-foot long, 20-inch aperture Alvan Clark-Saegmuller refracting telescope (weather permitting).
On cloudy nights, visitors can still hear the lecture, view and learn about the telescope, and receive a tour of the observatory, including its various clocks, the meridian telescope, library, wall displays, and an animated video display on the night sky for that month. DAS volunteers will be happy to answer any questions you may have about astronomy, astronomical observing, and the observatory.
These shows are specifically tailored for the non-astronomer who is interested in learning about the universe and how to observe celestial objects.
Projects
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Sentara/Optima Health CRM Implementation
- Present
Oracle RightNow CX implementation for the Sales/Contact Centers including:
- Multiple Custom Object designs and deployments
- 10+ marketing campaigns utilizing custom Customer Portal (CP) widgets
- Multiple external integrations
- Ongoing consultation servicesOther creatorsSee project -
Bree A. Owens - Website Development
I designed, deployed, and maintain www.breeowens.com, a website for a Denver, CO based psychotherapy practice.
Responsive layout using jQuery, AJAX, and HTML5. Powered by WordPress.Other creatorsSee project -
Denon - RightNow CX Managed Services Support
Ongoing RightNow administration support of D&M's 13 multilingual interfaces.
Support includes:
- Knowledgebase management.
- Workspaces, business rules, and workflows
- Custom objects and custom fields
- Standard text
- Profile and staff management
- Analytics reporting
- RightNow CX upgrade assistance
- Customer Portal development using PHP, Custom Fields, HTML5, CSS3, Custom Objects, JavaScript, JSON, YUI, and web servicesOther creatorsSee project -
Pawngo.com Sales Automation Development
- Present
Pawngo.com is the first full-service online luxury pawn shop in the United States. I led the development of Pawngo's sales automation process in SalesForce.com. This included custom integration into Pawngo.com's application management system, hosted ACD telephony system, and Federal Express for package tracking and asset management. It also included console and mobile-accessible dashboard reports for the executive leadership team. Eventus provides ongoing support and administration of…
Pawngo.com is the first full-service online luxury pawn shop in the United States. I led the development of Pawngo's sales automation process in SalesForce.com. This included custom integration into Pawngo.com's application management system, hosted ACD telephony system, and Federal Express for package tracking and asset management. It also included console and mobile-accessible dashboard reports for the executive leadership team. Eventus provides ongoing support and administration of Pawngo's SalesForce.com infrastructure and hosted ACD telephony system. A fun project, and a great team to work with!
Other creatorsSee project -
Connect for Health Colorado - CRM: Marketing and Outreach
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Implementing Oracle CX for Marketing, Outreach, and Social Media Monitoring for Connect for Health Colorado's Marketing team.
Other creatorsSee project -
D&M Holdings - CRM: Customizations and Enhancements
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Enhancements of existing Oracle CX functionality for D&M Holding's 13 multilingual interfaces and 3 brands (Denon, Marantz, Boston Acoustics).
Enhancements Included:
- Product Registration Customer Portal Customizations
- Custom Un-subscription Functionality
- Build and Configure of Marketing and Outreach Functionality
- Sharepoint / Oracle CX SingleSignOn Integration
- Outbound E-mail Conversion Tracking Customization
- Customer Portal Branding EnhancementsOther creatorsSee project -
The Holding Group website
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I designed, deployed, and maintain www.theholdinggroup.org, a website for a Denver, CO based private practice specializing in end-of-life care and illness.
The Holding Group believes that everyone deserves honor and dignity in the setting of serious illness and death. They are passionate about helping you to reclaim control of your health care by providing knowledge regarding disease trajectory, enhancing awareness of the spectrum of options available to you, and ultimately assisting you…I designed, deployed, and maintain www.theholdinggroup.org, a website for a Denver, CO based private practice specializing in end-of-life care and illness.
The Holding Group believes that everyone deserves honor and dignity in the setting of serious illness and death. They are passionate about helping you to reclaim control of your health care by providing knowledge regarding disease trajectory, enhancing awareness of the spectrum of options available to you, and ultimately assisting you in pursuing a treatment path that is in line with your goals.Other creatorsSee project -
Ready | Set | Throw Website
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Redesign and implementation of www.readysetthrow.com, the website for a local organization consultant in Denver, CO.
Other creatorsSee project
Honors & Awards
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IntraLinks President's Club
IntraLinks, Inc.
6 of 500+ employees awarded annually by the C-Level management staff for outstanding contributions and achievements to the organization.
Awarded an all-expenses paid vacation (with family) to the Grand Cayman Islands. -
IntraLinks Thinking Bigger Award
IntraLinks, Inc.
6 of 500+ employees awarded quarterly by peer nomination and senior management selection for outstanding contributions to the organization.
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Best Customer Service Team of the Year
The International Business Awards (The Stevies)
The Stevie® Award trophy is one of the world's most coveted prizes. Since 2002 the Gold Stevie Award has been conferred for achievement in business to organizations and individuals in more than 60 nations.
2009…The Stevie® Award trophy is one of the world's most coveted prizes. Since 2002 the Gold Stevie Award has been conferred for achievement in business to organizations and individuals in more than 60 nations.
2009 Winner
http://www.stevieawards.com/pubs/iba/awards/408_2219_19926.cfm
http://www.stevieawards.com/pubs/iba/awards/408_2624_20235.cfm
http://ir.intralinks.com/phoenix.zhtml?c=121825&p=irol-newsArticle&ID=1398734&highlight=
http://www.intralinks.com/about-us/industry-recognition -
Best Customer Service Organization - Computer Hardware, Computer Service & Telecommunications (Finalist)
The American Business Awards (The Stevies)
The Stevie® Award trophy is one of the world's most coveted prizes. Since 2002 the Gold Stevie Award has been conferred for achievement in business to organizations and individuals in more than 60 nations.
Best Customer Service Organization - Computer Hardware, Computer Service & Telecommunications 2008 Finalist
http://www.stevieawards.com/pubs/awards/403_2436_17725.cfm
http://www.intralinks.com/about-us/industry-recognition -
Best Customer Service Team
The International Business Awards (The Stevies)
The Stevie® Award trophy is one of the world's most coveted prizes. Since 2002 the Gold Stevie Award has been conferred for achievement in business to organizations and individuals in more than 60 nations.
Best Customer Service Team 2007…The Stevie® Award trophy is one of the world's most coveted prizes. Since 2002 the Gold Stevie Award has been conferred for achievement in business to organizations and individuals in more than 60 nations.
Best Customer Service Team 2007 Winner
http://www.stevieawards.com/pubs/iba/awards/171_1829_13895.cfm
http://www.intralinks.com/news-events/press-releases/2007/06/28/intralinks-wins-international-business-award-customer-service
http://www.intralinks.com/about-us/industry-recognition -
Best Service Organization - Computer Hardware & Software
The American Business Awards (The Stevies)
The Stevie® Award trophy is one of the world's most coveted prizes. Since 2002 the Gold Stevie Award has been conferred for achievement in business to organizations and individuals in more than 60 nations.
Best Customer Service Organization - Computer Hardware & Software - 2007…The Stevie® Award trophy is one of the world's most coveted prizes. Since 2002 the Gold Stevie Award has been conferred for achievement in business to organizations and individuals in more than 60 nations.
Best Customer Service Organization - Computer Hardware & Software - 2007 Winner
http://www.stevieawards.com/pubs/awards/70_2107_13981.cfm
http://www.intralinks.com/news-events/press-releases/2007/06/14/intralinks-wins-american-business-award-for-best-customer-servic
http://www.intralinks.com/about-us/industry-recognition -
Best Customer Service Organization - Business Services
The American Business Awards (The Stevies)
The Stevie® Award trophy is one of the world's most coveted prizes. Since 2002 the Gold Stevie Award has been conferred for achievement in business to organizations and individuals in more than 60 nations.
Best Customer Service Organization - Business Service 2006 Finalist:
http://www.stevieawards.com/pubs/awards/70_1996_12905.cfm
http://www.intralinks.com/about-us/industry-recognition -
International Quality & Productivity Center
Call Center Excellence Awards
2005 Finalist
http://www.intralinks.com/about-us/industry-recognition -
IntraLinks Thinking Bigger Award
IntraLinks, Inc.
1 of 200 employees awarded quarterly by peer nomination and senior management selection for outstanding contributions to the organization.
Languages
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English
Native or bilingual proficiency
Organizations
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The Planetary Society
Member
- Present"We are dads, moms, grandparents, teachers, kids, scientists, engineers, and space geeks. We are those who reach out into the Universe to seek answers to those deep questions: Where did we come from?, and Are we alone? We are wowed and awed by the discovery of new things, the mysteries of science, the innovations of technology, the bravery of astronauts, and by the stunning images sent back to us from other worlds. We know that space exploration is vital to humankind...and it is just plain…
"We are dads, moms, grandparents, teachers, kids, scientists, engineers, and space geeks. We are those who reach out into the Universe to seek answers to those deep questions: Where did we come from?, and Are we alone? We are wowed and awed by the discovery of new things, the mysteries of science, the innovations of technology, the bravery of astronauts, and by the stunning images sent back to us from other worlds. We know that space exploration is vital to humankind...and it is just plain fun! -Bill Nye, CEO The Planetary Society"
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Denver Astronomical Society
Secretary, Executive Board Trustee, and Van Nattan-Hansen Scholarship Committee Member
- PresentThe Denver Astronomical Society (DAS) promotes the enjoyment and understanding of astronomical phenomena, history and lore by providing educational and observing opportunities for our members, education to the general public, and outreach activities at the University of Denver’s historic Chamberlin Observatory, schools, and nature centers. The DAS offers many activities and opportunities for its members and the general public. One of the nation's largest and most active astronomical…
The Denver Astronomical Society (DAS) promotes the enjoyment and understanding of astronomical phenomena, history and lore by providing educational and observing opportunities for our members, education to the general public, and outreach activities at the University of Denver’s historic Chamberlin Observatory, schools, and nature centers. The DAS offers many activities and opportunities for its members and the general public. One of the nation's largest and most active astronomical societies ... since 1949! The Denver Astronomical Society hosts over 145 outreach activities each year, bringing the fascination, perspective, wonder, and joy of astronomy to thousands of children, teens and adults in the Denver metropolitan area. DAS provides trained volunteers who host Public Nights and Open Houses at the University of Denver’s Historic Chamberlin Observatory, which the DAS helped place on the National Register of Historic Places. First light at Chamberlin in 1894 was a public night of viewing, a tradition the DAS has helped maintain since 1949. The DAS is a long-time member in good standing of the Astronomical League, the International Dark Sky Association, the NASA/JPL Night Sky Network, the Antique Telescope Society and Western Area Astronomers (see Affiliations page.) Our mission is to promote the enjoyment and understanding of astronomical history, lore and phenomena by providing educational and observing opportunities for our members, education to the general public, and outreach activities at the University of Denver’s Historic Chamberlin Observatory and other venues.
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Denver Astronomical Society
Social Media Coordinator
- Presenthttp://www.denverastrosociety.org As the Social Media Coordinator for the DAS, I am responsible for society activities on Facebook, Twitter, Reddit, YouTube, and Google+. The Denver Astronomical Society (DAS) promotes the enjoyment and understanding of astronomical phenomena, history and lore by providing educational and observing opportunities for our members, education to the general public, and outreach activities at the University of Denver’s historic Chamberlin Observatory, schools, and…
http://www.denverastrosociety.org As the Social Media Coordinator for the DAS, I am responsible for society activities on Facebook, Twitter, Reddit, YouTube, and Google+. The Denver Astronomical Society (DAS) promotes the enjoyment and understanding of astronomical phenomena, history and lore by providing educational and observing opportunities for our members, education to the general public, and outreach activities at the University of Denver’s historic Chamberlin Observatory, schools, and nature centers.
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Denver Astronomical Society
Member
- PresentThe Denver Astronomical Society (DAS) promotes the enjoyment and understanding of astronomical phenomena, history and lore by providing educational and observing opportunities for our members, education to the general public, and outreach activities at the University of Denver’s historic Chamberlin Observatory, schools, and nature centers. The DAS offers many activities and opportunities for its members and the general public. One of the nation's largest and most active astronomical…
The Denver Astronomical Society (DAS) promotes the enjoyment and understanding of astronomical phenomena, history and lore by providing educational and observing opportunities for our members, education to the general public, and outreach activities at the University of Denver’s historic Chamberlin Observatory, schools, and nature centers. The DAS offers many activities and opportunities for its members and the general public. One of the nation's largest and most active astronomical societies ... since 1949! The Denver Astronomical Society hosts over 145 outreach activities each year, bringing the fascination, perspective, wonder, and joy of astronomy to thousands of children, teens and adults in the Denver metropolitan area. DAS provides trained volunteers who host Public Nights and Open Houses at the University of Denver’s Historic Chamberlin Observatory, which the DAS helped place on the National Register of Historic Places. First light at Chamberlin in 1894 was a public night of viewing, a tradition the DAS has helped maintain since 1949. The DAS is a long-time member in good standing of the Astronomical League, the International Dark Sky Association, the NASA/JPL Night Sky Network, the Antique Telescope Society and Western Area Astronomers (see Affiliations page.) Our mission is to promote the enjoyment and understanding of astronomical history, lore and phenomena by providing educational and observing opportunities for our members, education to the general public, and outreach activities at the University of Denver’s Historic Chamberlin Observatory and other venues.
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🎉 Welcome, Sean Berne! 🎉 We're thrilled to have you join the ACLIVITI team as our new Senior Consultant, Deployment Services. Your experience and…
🎉 Welcome, Sean Berne! 🎉 We're thrilled to have you join the ACLIVITI team as our new Senior Consultant, Deployment Services. Your experience and…
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We're looking forward to Day 2 of Interactions 2024 in Las Vegas! You don't want to miss this... 🎲 Hit the main stage with NICE's President of CX…
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Fantastic week at NICE Interaction 2024 #NICEi24 in Las Vegas – all held at the beautiful Fontainebleau Las Vegas, where as an end-to-end solution…
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