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Joel McKay SmithCIO – Geek Evangelist PlusOne Company

Principle – Process Consultant OPiOP “Our Process is Our Product”

Dedicated Husband and Father of Three

Notable Previous EngagementsUSDTV, Citadel Interactive, ProWebCast, Numerous Park City Hospitality Ventures, The Stein Eriksen Lodge and the Robert Smith Family Dairy (where I learned everything)Self Proclaimed Proficiencies:- broadcasting and new media sales, marketing and production- interactive soup to nuts process management and systemic implementations- cause, hospitality and event planning and execution- identity and startup, product launch actualization- channel based promotional and sales system implementations

PlusOne Company founded by Timpson Family in May 2008

I Joined in October 2008 after Wife and I both laid off

First Campaign November 2008 (wildly successful)

Over 20 Accounts on phones, Approaching 200 employees

Pipeline is full, cautiously optimistic sky is the limit

Conversion has NEVER been the problem

WorkForce (Agent) and Clientele (Product) jiving HAS

Need for mutual communications between Agent and Product need

Direct Communication a virtual impossibility

“HAPPY” Helping Agents& Products Prosper Yesterday (because it should have already been done)

Communication breakdowns result in lost expectations

An end result on continuity is based on a ticket being opened until satisfactorily resolved. (internal or external)

Remote agents and a virtual workplace creates an extra level of difficulty

Everyone can “raise their hand”

The PlusOne Method, a Hierarchal MentorCoach/PeerCoach/Agent model creates a NATURAL Product Liaison Committee

Use of chat, message boards, emails and ticket system are married into one with the traditional use of distribution lists which contain internal and external stake holders

ownership and clarification of escalation needs are resolved at internal dept head level and addressed with appropriate external stakeholders of media, fulfillment or product partners and brought to resolution

Our GSPITW (Greatest Sales Professionals in The World)

THRIVE because they truly reside in a growing community and family

We take ownership in everything we do,

be it product, personal or inspirational

PlusOne truly is a culture of MAGIC and CARE

Making Agents Grow & Inspire Confidence

Caring Agents Really Excel

Evaluate how you use existing technologies (either Internal or SAAS)

Realize that any human resource opinion is of value

What is not properly understand is most likely the most important communications needed to be conveyed

Thank you for your time. Hopefully these perspectives, which I have shared today, can lead to some insight for you. PlusOne hopes to contribute to the healthy, competitive, collaborative community, which is the contact space today.