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Whew! What an incredible year and
wonderful ride it has been over the past couple of months. Our
event, The Help Desk Professionals Conference and Expo was a total
success. Everyone loved San Antonio, the educational opportunities,
networking and the piñatas. Yes, we hung pinatas filled with candy
and prizes. Seanna Sams (DSHS) and Dave Stockwell (REI) were the
stars of this part of the show. Laura Pierpoint (DSHS) was our
photographer for the event. We can't wait to see the pictures she
took of the antics and the venue.
ACCE was a success as well. We met a lot of new people, got a load
of new members, and people had the opportunity to learn more about
our industry.
P.S. Scott Sulak, our October speaker, had something come up. The
great news is he has suggested a replacement speaker that is going
to be very dynamic. Laurie Finkelstein's material will be right on
the mark for our industry. She is an excellent speaker and plans to
deliver a very rich session.
As always, our meetings are free to everyone.
See you at Swedish on October 18th at 1:30 PM.
Ivy Meadors, President Northwest Call Center Professionals and Help
Desk Northwest
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Meeting Details |
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The October NWCCP / HDNW meeting will be held at the Swedish Medical
Center starting at 1:30 on October 18th. (Directions to
Swedish at bottom of newsletter.)
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Topic: The Top Ten Secrets of Peak Performers
What separates peak performers from average performers? How
can you apply their secrets to enhance your energy and your
performance?
Recent research clearly demonstrates that the key to peak
performance is not how you manage your time, it’s how you
manage your energy.
Believe it or not, some stress is actually GOOD for you!
Using examples from professional athletics and successful
corporate executives, you can discover how to create maximum
benefit from the stresses in your life.
We’ll explore how professionals in all walks of life can
turn stresses into successes. You can apply many of these
practical tools immediately in your life to noticeably
increase your energy and enhance your success.
We’ll also discuss effective ways to manage stress, how to
access a high performance state at will, and how to balance
your energy levels to stay at the top of your game.
Meet the Speaker: Laurie Finkelstein, CH, is a
Clinical Hypnotherapist and a Certified Personal Trainer.
She offers an integrative approach to achievement and
motivation using proven techniques from sports psychology
and hypnosis. She teaches monthly classes at Evergreen
Hospital, and serves on the board of directors of the
Washington State Chapter of the National Guild of
Hypnotists.
For more information about achieving your peak potential,
visit her website at www.PositiveCentral.com where you will
find free reports, articles and lots of powerful information
designed to help you achieve your goals.
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Resources |
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New! A resource table has been added to our monthly meetings. As
a community of practice we invite you to take advantage of
many free white papers, articles, gadgets, trinkets, books
and newsletters we will make available to attendees of NWCCP
and HDNW meetings. We invite you to share your "freebies" as
well.
NO VENDOR SALES and MARKETING MATERIAL WILL BE PERMITTED.
All things shared must be approved by a board member.
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Dave Stockwell shares the following resources:
Harvard Business Review When it comes to business
leadership and management training, the Harvard Business
Review is one of the best tools you can get. This monthly
periodical is put out by the Harvard Business School and is
truly packed with useful and timely information. Many of the
top executives in the world subscribe. I know I do.
CobiT by ISACA - The official site of CobiT. The best
place to start your exploration into IT governance.
VoIP Information - This Wiki covers everything related
to VOIP, software, hardware, service providers, reviews,
configurations, standards, tips & tricks and everything else
related to voice over IP networks, IP telephony and Internet
Telephony.
Jeanne Bliss - A leader in the art of customer service
with 25 years of directly bringing the customer to the
strategic agenda of major corporations. Her latest book,
"Chief Customer Officer - Getting Past Lip Service To
Passionate Action" is a must read for anyone in our
industry.
Erlang C Calculator - An online calculator that will
tell you how many agents you need on the phone at any given
time based on call load. Provided by the folks at Westbay
who also have a number of other Help Desk tools for you to
use.
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Book Reviews |
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Nancy Read-Rojas shares this excellent book review:
Hardwiring Excellence, by Quint Studer, Fire Starter
Publishing, 2003
Quint focuses this book on hospital care, and the
principles, pillar results, and passion required to bring an
organization to best practices. He focuses on purpose,
worthwhile work, and making a difference. This book is very
personal to Quint, as it begins with himself as a child, and
the challenges he faced on a daily basis with his health,
stuttering, and attention deficit disorder. He had a few
outstanding teachers that made all the difference for him,
and he somehow made it through high school and into college.
Following graduation, he began his journey into healthcare,
and what a journey it has been. He aspired to be the CEO of
a large healthcare organization, and he describes all the
steps and missteps he took to actually achieve this goal.
Along the way, he learned the nine principles required to
run a successful organization.
Principle 1 - Commit to Excellence
Principle 2 - Measure the Important Things
Principle 3 - Build a Culture around Service
Principle 4 - Create and Develop Leaders
Principle 5 - Focus on Employee Satisfaction
Principle 6 - Build Individual Accountability
Principle 7 - Align Behaviors with Goals and Values
Principle 8 - Communicate at All Levels
Principle 9 - Recognize and Reward Success
There is a wealth of information around each of the
principles. The goals of the organization focus on critical
success factors around people, service, quality, finance,
and growth.
Hardwiring for success ensures each and every employee in
the organization, beginning with the CEO, and including
every single individual who works in the organization,
speaks the same language, treats patients, guests, and other
employees with equal respect and caring, and stays focused
on the critical success factors. br>
Hardwiring Excellence is a wonderful book to read. Not only
is it packed with great wisdom, it also is filled with
laughter. Quint is an outstanding writer, and once you begin
reading this book, you will not be able to put it down.
Today, he is the CEO of the Studer Group, a consulting firm
that assists healthcare organizations achieve success.
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Susan Gemmel suggests this book that was very useful
to her. It is titled, Crucial Confrontations. They
also have one called Crucial Conversations. There is a
monthly newsletter, webinars and in-person training as well.
Read more on their website.
From the website:
WHAT'S NEW: New VitalSmarts Poll Reveals 93 Percent Work
with an 'Untouchable' - A Person No One Confronts.
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Meeting Directions |
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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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