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Call Centers and Help Desks - Communities of Practice |  |
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Our mission in 2006 is to continue to serve professionals working in call/contact centers and help/service desks by providing information both locally and nationally, networking opportunities, and by being a useful resource for those in the service and support industry. NWCCP and HDNW will continue to hold meetings open to all at no cost and will share information online including resources, job openings, job candidates, exclusive discounts, industry happenings and more. The vendors who sponsor our organization, and companies like Swedish Medical Center, Safeco, Group Health, the Port of Seattle and others who host our meetings make it possible to offer these incredible venues at no cost. The hard working, committed volunteer board and the incredible speakers give their time unconditionally to make this all possible. Thank you to everyone who made a donation to our food-drive at the December meeting. Chriss Cardwell from Watermark Credit Union delivered the much- appreciated items to Northwest Harvest. I look forward to seeing you at our next meeting, Ivy Meadors, President Northwest Call Center Professionals and Help Desk Northwest
Session Description: “Reduce Stress: Bring Balance To Your Life” presented by Brad Worthley Improving work performance and employee morale comes with finding balance in your personal and professional life. You cannot help others if you are not able to take care of yourself, so learn what the 12 areas of your life are and how to keep them in balance. Learn how to coach your employees to help them enjoy their job and life more. Benefits from this seminar will include:
Meet the Speaker: Brad Worthley is an accomplished business consultant with over 30 years of business management experience. He is also an internationally acclaimed leadership and customer service expert who has trained hundreds of thousands of people in a wide range of industries throughout the world. Brad started his business career at the age of 20 by opening his first successful business, and has since created and sold five other successful businesses in the fields of retail, wholesale, marketing, distribution and consulting. Brad teaches leading corporations how to consistently build and retain customer loyalty, by changing their cultures and not just their people. His client list contains small and medium size companies, up to some of the largest corporations in the world.
Peregrine Systems is a global provider of enterprise software to enable leading companies to optimally manage the IT infrastructure. The company’s flagship product suites – ServiceCenter® and AssetCenter® – create a foundation for IT asset and service management solutions based on industry best practices, including ITIL (IT Infrastructure Library). In addition, customers use Peregrine’s Configuration Services suite to gain an accurate, consolidated view of their IT assets. Peregrine recently introduced a new vision – Optimal IT – to deliver predictive analytics and decision modeling to optimize IT performance. Service Management: ITIL-aligned Solutions for Integrated Incident, Problem, Change, and Service Level Management Service management solutions that deliver real business value to the organization. Building from the powerful foundational technology of ServiceCenter, Peregrine Service Solutions help create service efficiencies, reduce service outages, streamline service desk operations by integrating processes and tools across the organization, and ensure that service levels meet customer requirements. With Peregrine Service Solutions, your organization can evolve wisely and adapt to the ever- changing needs of the most complex and demanding IT service environments. Founded in 1981, Peregrine has sustained a longstanding tradition of delivering software solutions with superior functionality to a broad segment of the global enterprise customer market. Headquartered in San Diego, Calif., the company conducts business from offices in the Americas, Europe and Asia Pacific. Or Visit www.peregrine.com and select “Contact Us”
Government Customer Support Conference and Expo for Call Centers, Help Desks, and Service Portals NWCCP and HDNW boards have agreed to align our organizations with three primary conference events (ACCE, Help Desk Professionals [HDP], and Government Customer Support [GCS]) in exchange for very aggressive discounts made available only to our members. Our organizations will be marketed worldwide to increase the resources and information made available to our members through this exposure. Additionally, our members are offered the opportunity to be considered to join the faculty of these events in exchange for a free pass or super discounted pass. The educational opportunities far exceed the price of the pass. There are a small number of these volunteer opportunities available. To learn more, email nwccp@hthts.com and ask for details. Be specific which event you are interested in and what role you would like to perform. The Government Customer Support Conference and Expo (GCS) in its 5th year, is produced by High Tech High Touch Solutions. It is the only event of its kind in the United States with its focus on "Establishing Advanced Federal, State, and Local Contact Centers, Help Desks, and Service Portals. GCS 2006 will be held June 14-15, 2006 in Arlington, Virginia. Anyone who emails GCS@hthts.com and says they are a member of NWCCP, HDNW or NWSP (Portland) will receive a $375 discount off the full conference fee. This aggressive offer is only good until February 1st. After February 1st, a special discount of $250 off the full conference fee will be available until May 1st, 2005. You rarely see these deep discounts to attend conferences, so take advantage now. Watch for special discounts for HDP and ACCE, both coming this Fall. All three venues are accepting applications for volunteers to help with the events. We also invite speakers to submit proposals and vendors to sponsor the events.
Chriss Cardwell read and recommends: The World is Flat by Thomas Friedman . Friedman brings to light the changing face of our environment. From outsourcing to India and China to "Homesourced" workers (great section about Jet Blue's call center) this book dives into the new technology that businesses must keep up with to stay competitive and gives us a compelling glimpse into the future of our shrinking world. Friedman describes the factors leading to Globalization in a readable and interesting way, and he strikes a cautiously optimistic tone, America can keep up, but we need to pay attention.
Send your candidacy or job postings to nwccp@hthts.com. Job Candidates:
Job Openings: Call Center Manager, Member Services AAA Washington/Inland The hours/days are Sunday - Thursday (Friday/Saturday off) shift start times from 9:00-10:00 am. Office is located in SE Bellevue (off of 112th). He/she would manage a team of 12 -15 CSR's in our Emergency Roadside/Member Services Call Center. We would prefer to have someone who has experience managing in a 24 hr call center environment. Below is an excerpt from the job posting: This position provides coaching and training guidance for customer service representatives; coordinates daily operations; supports training and processes recommendations aimed at developing a high performance customer service driven team. Requirements include 3-5 years successful supervisory experience in a call center environment; the ability to work ANY shift within a 24 hour, 7 day environment; proven ability to motivate and lead teams to success; proven experience of call center technologies/ practices and methodologies; exceptional customer service standards; excellent writing skills; and experience with recruiting and hiring. Contact De~De Herbert at 425-646-2339. Be sure to tell them you read about the position in the NWCCP notice. Call Center Supervisor / King County Journal Newspapers We are seeking an enthusiastic, competitive leader for our Call Center. We are a fast paced, deadline oriented environment selling advertising into our 11 community newspapers. The successful candidate should have strong people skills, strong training and sales skills, great multi-tasker and computer literate. The compensation includes a monthly salary and commission. The call center is located in Kent, Washington. Send your resume and cover letter to Carol Young at carol.young@kingcountyjournal.com. Be sure to say you read about the position in the NWCCP notice. P.S. Check out their headlines at www.kingc ountyjournal.com Recruiters - please do not call on the companies listing job openings. Excerpt from Monster.com At major employers, anticipated increases in headcount were moderately positive and quite stable through 2005, according to the quarterly Manpower Employment Outlook Survey. Of the nearly 16,000 employers interviewed for the fourth-quarter survey, 29 percent said they planned a net increase in payroll, 8 percent anticipated cuts, and 57 percent expected no change. A PricewaterhouseCoopers survey of midsized privately held firms is more bullish: 79 percent of CEOs anticipate net new hiring for 2006. Small businesses, however, grew much more guarded about hiring as 2005 unfolded, says a study by Internal Profit Associates Small Business Research Board. Employers projecting a net increase in workers dropped from 42 percent to 20 percent during the year. "Overall, the jobs outlook is not that great" due to high energy prices and rising interest rates, says Peter Cohan, an economist and management consultant in Marlborough, Massachusetts.
Driving and Parking Instructions to Swedish Medical Center in Seattle at 747 Broadway in Glaser Auditorium on the 1st floor From the North, traveling south on I-5:· Take I-5 southbound to the James Street Exit (No. 165A). Turn left (east) onto James. Travel for six blocks to the intersection of James and Broadway. Turn left (north) onto Broadway and travel 1.5 blocks. Turn left into the main hospital entrance, and follow the signs to the underground parking garage From the South, traveling North on I-5:· Take I-5 northbound to the James Street Exit (No. 164A) · Turn right (east) onto James · Travel for six blocks to the intersection of James and Broadway · Turn left (north) onto Broadway and travel 1.5 blocks · Turn left into the main hospital entrance, and follow the signs to the underground parking garage From the Eastside, traveling west on I-90:· Take I-90 westbound to the I-5 North Exit (No. 2C) · Take the James Street Exit (No. 164A)Stay in the right lane and turn right (east) onto James · Travel for six blocks to the intersection of James and Broadway · Turn left (north) onto Broadway and travel 1.5 blocks · Turn left into the main hospital entrance, and follow the signs to the underground parking garage From the Eastside, traveling west on SR- 520:· Take SR-520 westbound to the I-5 South Exit · Take the James Street Exit (No. 165A)Turn left (east) onto James · Travel for six blocks to the intersection of James and Broadway · Turn left (north) onto Broadway and travel 1.5 blocks · Turn left into the main hospital entrance, and follow the signs to the underground parking garage Parking: You will need to park in the main garage underneath the hospital, There is a charge to park. You may be able to find parking on the street, but it is metered. Bus Service: The Number 9 bus goes right by the hospital. Several others, such as the 3 and 4, stop one or two streets over from the hospital (cross streets are Madison, Broadway, Minor, and James). Directions to Glaser Auditorium: · Come into the main hospital entrance at 747 Broadway · Glaser Auditorium is on the first floor · From the main lobby, follow signs to the Southwest Elevators. · When you reach the end of the hall, take a right. · The auditorium will be on your left.
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email:
nwccp@hthts.com
HDNW website:
http://www.hdnw.org
NWCCP website:
http://www.hthts.com/nwccp.htm
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