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The speaker has changed again for the July meeting.
Our presenter has changed back to Jerry Rice, the Vice
President from WAMU. The topic, knowledge management, remains
the same. Jerry's situation changed and he is now able to present.
We appreciate that Alen Denson, from BECU, jumped in so quickly to
fill in but he learned on Friday that he couldn't do it so we are
very glad that Jerry could present after all.
Everything is on track and leading up to an excellent meeting on
knowledge management. The meeting starts at 1:30.
ACCE Winner Name Drawn: At the June meeting we drew a name
for the free
ACCE pass. The winner has been notified and we are waiting for
confirmation if she can attend. If she can't come we will draw again
from the surveys gathered from the June meeting.
Sorry for all the confusion on speakers for the July meeting. If
anyone knows about responding to change and being fast about it,
it's our industry. A huge thank you to our board members, Zoe
Stamolis and Melanie Walsh, for managing the program details for
our meeting. Zoe did an exceptional job coordinating the details
given the changes that occurred.
See you at Swedish on Wednesday,
Ivy Meadors, President Northwest Call Center Professionals and Help
Desk Northwest
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Meeting Details |
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Session Title: Case Study: Knowledge Management in the Help Desk and
Contact Center
Date: July 19, 2006
Time: 1:30 - 4:00
Location: Swedish Medical Center
Jerry Rice from WAMU will be presenting a case study about
their use of knowledge management.
We don't have an abstract for this session but don't be
deterred. Jerry always delivers an interactive, content rich
session. He has a strong passion on the topic of knowledge
management and many years of experience on the subject.
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Sponsor |
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Robert Half Technology is a leading provider of skilled IT
professionals on a project and full-time basis. Our
combination of online candidate recruiting activities and
personalized service backed by our extensive industry
experience enables us to identify and provide the talent our
clients' need – when they need it most.
Over the years, firms have relied on information technology
(IT) to help reduce costs and improve productivity. As the
economy begins to improve, companies are once again looking
to technology – as well as the highly skilled professionals
who develop, support and manage these systems – to boost
their competitive edge. To accommodate variable workloads,
many firms are utilizing a mix of full-time and project IT
talent. This allows them the flexibility to access the
specific skills required and, at the same time, protect the
jobs of internal employees.
Companies depend on our highly skilled professionals to
support or manage projects ranging from e- business
initiatives and web development to network architecture and
help desk support. Businesses utilize our consultants’
expertise -- at every level and in nearly every specialty --
to implement and maintain leading-edge technologies.
We are committed to providing our consultants with the
resources to continually upgrade their skills on the latest
technologies through our INFINITY Technical Training
Program. This ensures we are able to place the most skilled
professionals with our clients. The INFINITY program offers
registered candidates 24-hour Web access to more than 2,000
interactive educational courses on technologies, including
Java and .NET, as well as courseware leading to
certifications such as Microsoft Certified Database
Administrator (MCDBA), Cisco Certified Internetwork Expert (CCIE)
and Oracle Certified Professional (OCP), among others.
Online labs simulating real-world challenges and preparatory
certification exams are also available to our consultants.
Robert Half Technology’s quality reputation and dedication
to service excellence are evident in our commitment to
providing the skilled talent our clients require to remain
competitive in any economic environment.
For more information on Robert Half Technology, please visit
our website at www.rht.com, or call 206- 749-9260 to speak
with an account executive.
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ACCE |
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The Annual Call Center Exhibition (ACCE) featuring the Knowledge
Exchange Conference The Global Gathering Place for the Call
Center Industry! Conference & Exhibits, September 11-13,
2006 Washington State Convention & Trade Center in Seattle
www.acceicmi.com
ACCE IS THE PLACE! Over the past two years, ACCE has become
the place where the global contact center community comes
together to learn from experts, share experiences from
peers, and discover the latest technology solutions
available to help their business.
Early Bird Expires July 28 – Save 10% off Early Bird this
Month
This is it – your last chance for big savings at ACCE! As a
NWCCP, HDNW or NWSP member, you are eligible for an
additional 10% in savings off the early bird rate. Don’t
miss this opportunity! Register by July 28 and receive
$389.50 off your ACCE premium pass.
Register now at https://www.cmpevents.com/ccw6/a.asp?
option=B&V=2&SC=NWJULY or call 800-441-8826. Use priority
code NWJULY.
Volunteers Needed – Save 50% on ACCE! We still have a few
volunteer opportunities available to HDNW, NWCCP and NWSP
members. Volunteer for at least 3 hours to obtain 50% off
the conference! Positions are available September 11-13 and
include room monitors, greeters and survey takers. Contact
Rebecca Dawson for more detailed information. rebecca@rebeccadawson.com
or (206) 378-4409. Please join us to take advantage of this
terrific discount!!
Free Exhibit Hall Pass & More Can’t make the conference?
Register for your FREE exhibit hall pass and attend all the
great free events – exciting keynotes, roundtable breakfast
hosted by NWCCP, HDNW & NWSP, and of course, the fantastic
exhibit hall where the latest technologies and services will
be demonstrated!
Register now or call 800-441-8826.
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Help Desk Professionals Conference |
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Celebrate with the Legends of the Help Desk Industry and join the
"Round-Up of Top Leaders in the Help Desk Profession"
Hundreds of Help Desk Professionals, including industry
experts, legends, vendors and practitioners, will come
together September 25-27, 2006, at the spectacular Hyatt
Regency in San Antonio for
the 8th Annual Conference for Help Desk Professionals.
This is a gathering of people in our community with a common
interest in establishing advanced service and support
environments, managing down costs, utilizing technology to
its fullest and in doing so achieving increased customer
satisfaction.
We put the greatest emphasis on leadership in our events,
more than any other in our industry.
Each year our event features updated conference formats,
some of the most recognized names in our industry, and
numerous well thought-out networking opportunities. We have
added more in-depth sessions, delivering loads of handouts
and templates, and include comprehensive working sessions.
All slides are provided to every attendee on a Flash Drive
for future access which is a whole lot better than a book of
slides that sit on your shelf. Plus you get a device you can
use over and over for your own files.
We will be offering a course to become Certified Help Desk
Managers and ITIL Foundations certified too.
Please accept our exclusive offer to sign up for HDP 2006
and save $200 now!
The program is ONE OF THE MOST UNIQUE EVER OFFERED IN THE
HELP DESK INDUSTRY. People are saying it's the best they
have seen. Will you please look at this awesome program
now? It just takes a minute and we know you will be
pleased with what you see.
www.helpdeskconference.com
P.S. Did you know that the Help Desk Professionals
Conference and Expo is owned and produced by Ivy Meadors,
the NWCCP and HDNW President. If you are having a challenge
to get funding, call her office at 45-398-9292 and they will
see what they can do to make it possible for you to attend
this year. We don't want anyone to miss out.
P.P.S. We just found airfare to San Antonio for $250
roundtrip. And check out these hotel rates:
Our HDP 2006 special room rate at the Hyatt Regency is
$179.00 per night, a savings of $180.00 off the regular room
rate of $359.00.
The special rate for Government employees is $96.00 per
night or prevailing Government rates. This is a savings of
$263.00 off the regular room rate.
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Resources |
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These resources were copied from
eSharings, my own newsletter. You can sign up on the
website www.hthts.com if you want to get future issues of
eSharings. The customer service book is certainly one I am
going to run out and get. Check out the website on accents
too. - Ivy
No more pennies? Did you hear, they want to pass a
bill to slowly phase out the penny? It costs 1.23 cents to
make a penny. Check out how much it costs to make everything
from a penny to a Sacajawea dollar.
Click to read the short and interesting article on this
topic.
Have you read, "Treat Your Customers: Thirty Lessons on
Service and Sales That I Learned At My Family's Dairy Queen
Store", by Bob Miglani?" I haven't read it yet, but it
looks great and reviews are excellent. One of my first jobs
was in a Dairy Queen. I learned that a little extra squirt
of whipped cream or hot fudge on someone's sundae could make
their day. That little extra demonstration of kindness can
make a positive impact on the parent trying to keep the
screaming kids quiet. Let me know if you enjoy this book.
What are they teaching call center and help desk
professionals in other countries about the idioms of the
English language, how to deal with accents, and other
language considerations?
Want some f**ree documents to train your own staff who are
multi-lingual? Visit this site:
www.speak-read-write.com.
"They doe neev'n lye kit." In English that means, "They
don't even like it." Interested in accent training? You
might find this site useful:
www.america naccent.com.
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Directions to Meeting |
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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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