Some of the biggest challenges faced by contact centers include exorbitant technology expenditures; a demanding and costly labor force; lackluster customer experiences; and challenges meeting service level objectives. Already successful in address the technology issues of the industry with Fenero, the award-winning team behind PodOne is on a journey to address its workforce management challenges by creating a decentralized platform for training, intra-network resource sharing, and automatic payment distribution.
Contact centers often pay hourly for representatives who are simply idle while waiting to handle customer interactions. According to Aberdeen, agents spend approximately 25% of their time in an idle state. In a standard 8-hour shift, this results in a loss of 2 hours per work day simply due to idle time. At a 100-agent contact center with an agent pay rate of $10.50 USD per hour, this results in approximately $546,000 lost to idle time per year.
Additionally, during peak seasons, the volume of interactions spikes and it becomes a hassle for a contact center to procure the necessary staff to handle the increased volume effectively. An increase in volume typically means an increase in call volumes at contact centers as customers reach support for various purchase-related issues. This leaves contact centers with the challenge of efficient hiring and scheduling for a busy season, while attempting to minimize their customer abandonment rate.
PodOne is an autonomous, decentralized workforce management network that connects contact center organizations together to streamline customer and business interactions. Through PodOne, human resources are leased throughout the network in order to acquire the personnel necessary to service customers. The PodOne network creates a market of talent allowing for greater productivity and an increase in value produced by businesses.
Tools and Frameworks
UI and UX
Blockchain and Qubicle
Idle Resource Pool
Onboard Test Agents and Employers
User Acceptance Testing and Feedback
Loop 1.0 Beta Release
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The team behind PodOne has a combined 50 years of experience in the contact center industry and are the leaders behind Fenero, a disruptiveand award-winning cloud based contact center platform used by over 2,200 call and customer service organizations worldwide.
Chief Executive Officer
Marlon manages our day-to-day operations. His expertise in contact center technology began during his tenure as a Software Developer for a large contact center based out of Miami, FL, where he was eventually tapped to lead all of the organization’s technology initiatives. This included application development, network and systems administration, and telecommunications.
Marlon has served as Treasurer for the Miami-Dade County Public Schools S.T.E.M. Advisory Board; President of the South Florida Chapter of the Society for Information Management; and is a current Board Member for the South Florida Digital Alliance.
Chief Software Architect
Colin is responsible for overseeing the design and development of software products and holds Bachelors’ degrees in Computer Science and English and History as well as a Master’s degree in Information Technology.
Colin started in the contact center industry in Professional Services installing and integrating more than 50 contact centers in 3 continents. After a brief stint in the software support organization, Colin subsequently spent 10 years as a Software Engineer for several contact center technology organizations architecting, implementing, deploying and supporting several interactive voice response and customer relationship management products.
Chief Operations Officer
Charles is a business executive with over 25 years’ experience in marketing, sales and technology. He holds a Bachelor of Science degree from Manhattan College in Management Information Systems and Computer Science. He has worked for companies such as IBM, Remedy, SYKES Enterprises and is currently our Chief Operating Officer.
Callari joined the company as VP of Customer Development after eight years developing customer engagement solutions as the Global VP at Sykes Enterprises, a $1.6 billion global leader in customer contact management solutions and services.
Customer Success Chief
Judson started his career at the age of 18, working as the Call Center Supervisor for a Miami-based contact center while studying network and systems administration. A quick learner, he was eventually moved to the IT Department and promoted to Helpdesk Technician within this organization, and was responsible for managing both Windows- and Linux-based environments. Judson outperformed his peers by accepting challenging tasks outside his area of expertise and continued his rise to the top of his group.
Junior Software Developer
Anthony is a student at the University of Florida pursuing a Bachelor of Science degree in Computer Science from the Herbert Wertheim College of Engineering, with a minor in Innovation. He has been developing software since the age of 16, when he began learning Python in his spare time. In addition to being a student at the University of Florida, Anthony is currently an officer of the UF Open Source Software Club, where he works on software in collaboration with other students.
Morgan manages the growth marketing initiatives for the organization, which includes collecting quantitative and qualitative data from marketing campaigns, performing market analysis and research on competition, as well as marketing and advertising promotional activities (e.g. social media, direct mail and web). She studied Journalism and Mass Communication, Communication, Journalism, and Related Programs from Spelman College
The concept is based on the fact that a “pod” is the name given to rooms in call centers. Inside these “Pods” are a set of workstations, aptly called “cubicles”, that stores the desk, chair, phone and computer (as well as some form of personalization from the person assigned to that workstation, such as family photos and sticky notes).
In larger call centers with multiple “pods”, these rooms can house anywhere from 5 agents to 100+ agents and are commonly labeled with letters and/or numbers, such as Pod 1, Pod 2, Pod A, Pod B, etc.
Since our product is designed to represent the first autonomous and decentralized contact center network of customer service representatives and agents, all working in a virtual “pod” to handle various customer interactions, we thought the name “PodOne” was more than appropriate. We also thought that “Qubicles” (with a token symbol of “QBE”) should represent the tokens used on the PodOne network to facilitate financial transactions. The symbol “QBE” is pronounced “Cube”.
QBE (pronounced “Cube”) represents the short-hand symbol for Qubicle tokens in the PodOne contact center network. Qubicles are used to post requests for assistance, receive payment for work performed, and to create, use or receive payment for user-generated content created in PodOne University. Qubicles do not give rights in the company, nor do they grant promises of future performance or serve as securities.
Since Qubicles are ERC20-based tokens, only ETH will be supported during this sale. In order to participate, you must have an Ethereum wallet to send ETH to the PodOne contract token that will be published 48 hours before the crowdsale start date. If you are a holder of other crypto-currencies, you can easily exchange a desired amount for ETH to participate.
We are going live with a pre sale from November 8, 2017 at 8:00 UTC to November 21, 2017 at 8:00 UTC, where up to 20% of crowdsale Qubicles will be available for purchase at a 50% discount. The main token sale will begin on December 8th, 2017 at 8:00 UTC. It will end when the maximum ETH limit has been reached or on January 8th, 2017 at 8:00 UTC, whichever occurs first.
The PodOne contract will be available on the mainnet 48 hours before the crowdsale begins.
We are allocating ten percent (10 %) of Qubicles to bounties (5%) and user growth (5%), which will be used to reward those who aided in the promotion of the PodOne network crowdsale. Once post-sale bounties have been distributed, the balance of this pool will be used creatively to help seed PodOne by incentivizing users for engaging with the network.
Qubicles are ERC20-based tokens and are currently supported by all wallets that have adopted the ERC20 standard. Visit ethereum.org to learn more about wallet support.
Once our crowdsale has ended, we may host a follow-on sale if we did not reach our minimum goal for Qubicles sold. Please revisit this section after the sale for updates.