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:

• Create more time in your day
• Reduce chaos in your life
• Reduce stress
• Increase performance
• Wake up happier each day

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”

• Peregrine Systems, Inc.
• 3611 Valley Centre Drive
• San Diego, CA 92130 USA
• Tel: 800.638.5231 or 858.481.5000
• Fax: 858.481.1751

Local ATW Meeting: "Take Charge of your Career & Life in 2006!" delivered by the Alliance of Technology and Women (ATW). They are a non-profit organization that supports women and men worldwide who share the common interests of empowering women in technology, increasing the number of women in executive roles, and encouraging women and girls to enter technology fields. Their next meeting at Microsoft is f#ree to attend but you need to register. Learn more at ATW's website www.atwinternational.org. The session on taking charge of your life and career this month looks good and worth the time to attend

Government Customer Support Conference and Expo for Call Centers, Help Desks, and Service Portals 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. Go to our website now at www.governmentconference.com.

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.

Local SHRM Meeting "What Businesses Need to Know about Identity Theft" Washington Attorney General Rob McKenna will present the session at this luncheon meeting.

• Date: Jan. 19
• Time: 11 a.m. to 1 p.m.
• Place: Seattle World Trade Center, 2200 Alaskan Way, Seattle

Cost: $12.50 for students; $25 for members of the Seattle Chapter of the Society for Human Resource Management; $40 for non-members Contact: (206) 812-7238 Web site and registration: Seattle SHRM www.shrm- seattle.com

Portland Northwest Support Professionals January Meeting: This is one session that is absolutely worth the trip to Portland.

• Date: January 17
• Time: 4:00 - 6:00
• Location: CNF Building, 2055 NW Savier Street, Portland
• Speaker: Lori Bocklund
• Topic: "Top Trends & Opportunities for 2006"
• Register: NW Support Professionals

Session Description: As a Call Center or Help Desk Professional, you know the critical role the contact center plays in your organization. Your responsibility to help your company achieve its goals has never been greater. Combine that responsibility with a lot of operational and technological change, and you've got a pretty exciting and demanding job! This session will give you the insights you need to succeed.

We'll discuss these critical trends & opportunities for contact centers today:

• Optimizing performance of your center- Scorecards, dashboards, datamarts, business intelligence, analytics. We'll sort through these many options to make sure your center is performing at its peak.
• Creating a true multimedia environment-We all take phone calls, most of us take emails, and some of us may even be worrying about text chat, fax, mail, and more. Bringing it all together with a common routing and reporting engine is the next step.
• Building a multi-site, virtual operation, including home agents and satellite offices-You've heard about VoIP. Well, here is the killer application. Understand how to effectively build and manage a distributed environment.
• Enhancing self service with speech recognition- Everyone knows self service is cheaper than assisted service. You can get to the next level of efficiency and effectiveness with speech solutions.
• Providing real customer relationship management- Real CRM isn't just about software on the desktop. Centers are using these tools, along with strategy and processes, to create a different customer experience, and drive real results. Add Knowledge Management to the mix and you have real impact.
• Leveraging sourcing strategies-Can't afford the time, resources, and money to buy everything you want or need? Consider alternative strategies, including hosted, on-demand, and outsourced solutions to get you farther, faster.

Some of Ivy Meadors' recommended resources:

CRM - CRMAdvocate: One of my personal favorite resources to stay on top of things in the industry. You will find useful resources in this newsletter and throughout their website. My good friend, Gary Lemke, is the founder and Owner of CRMAdvocate. He is a very connected person and ensures you always have the most current information. The CRMAdvocate newsletter is shared worldwide and is recognized as the best resource of its kind. Visit them at CRMAdvocate.

Knowledge Management Resource - Brint.com: The Premier Global Knowledge Network for Business Technology Professionals. This site includes Award-winning Content, Community, Research, and Practices. This is one of the primary sites I check when looking for information on Knowledge Management.

Change Management - Prosci.com: This is an excellent resource on Change Management. I use some of their material in my presentations. Look up ADKAR on their site. You'll find the methodology applicable for many business and personal situations. Loads of f#ree resources. Learn more at Prosci.com.

Self-Assessments - Self-Assessment Center: If you are interested in understanding more about yourself or having your team members learn more about themselves, this website has many f#ree and for f#ee options. Check out the Self- Assessment Center for all sorts of good resources.

Send your availability for a position or job postings to nwccp@hthts.com.

Job Openings:

New Listing! Safeco has a current opening for a Senior Manager of Traffic and Scheduling in their Bothell Call Center. The hired person will work closely with Regional call center Site Directors as a key leader in the Service Organization. They will be responsible for end-to-end Service Level plans and oversee all aspects of the traffic and scheduling operations of five different geographic site call center locations.

Contact Jane Blaylock at BSCRES@Safeco.com or call the HR main number 425-424-5080 and ask for Jane.

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 NewspapersWe 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.

Recruiters - please do not call on the companies listing job openings.

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.

email: nwccp@hthts.com

HDNW website: http://www.hdnw.org

NWCCP website: http://www.hthts.com/nwccp.htm