Calendar of Events

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Speaker Archives 2008

Speaker Archives 2004-2007

Calendar of Events

NWCCP / HDNW typically meets monthly on the 3rd Wednesday of the month from 2:00 - 4:00 PM.

Exceptions:

1. We do not hold a meeting in April and October in lieu of our conferences running these two months.

2. The December meeting is sometimes held on the 2nd Wednesday of the month depending on when the holiday falls.

Previous meeting topics at bottom of page include links to handouts and slides.

March 19th 2008 (top)

SPEAKER: Scot Herrick

TOPIC: Doing More With Less

TIME: 2:00 - 4:00 PM

LOCATION: North Seattle Community College - 9600 College Way North, Seattle, WA 98103

SPONSOR: Robert Half

Meet Scot

Scot Herrick provides professional data driven management as a Senior Technology Manager at a Fortune 100 Company. Scot brings a unique blend of personal responsibility and accountability to the corporate world.

Moving to Washington Mutual continues this focus on customer service through providing the support enablement function of a four state call center focusing on internal support of Home Loans during the boom years of home ownership. As part of a reorganization and consolidation, he provided critical workforce planning and delivery enabling a 200+ person consolidated call center to be able to maintain SLA's while reducing the workforce through attrition to 140+ employees over eighteen months.

Scot then moved into data analytic roles, managing people utilizing data to drive operational decisions in the technology infrastructure utilizing an ITIL framework.

Outside of work, Scot is active in the Amateur Radio and Writing communities.

April 28-30 2008 (top)

NWCCP / HDNW ASSOCIATION'S SUPPORTED EVENT:

Government Customer Support Conference and Expo

www.governmentconference.com

April 28-30, 2008 in Alexandria, Virginia

NWCCP and HDNW members receive an additional $100 discount off the offer at the time of their registration.

May 21st 2008 (top)

SPEAKER: Sunny Kobe Cook

TOPIC: Rewards and Motivators

TIME: 2:00 - 4:00 PM

LOCATION: CA in Bellevue

SPONSOR: Genesys

Details coming...

Date	PREVIOUS MEETING TOPICS *(Underlined topics have slides or handouts attached)* (top)	Sponsor
April	Government Customer Support Conference and Expo in Alexandria, VA - no local meeting held	N/A
March 2008	Doing More with Less by Scot Herrick	Robert Half
February 2008	The Best Service is No Service and Outsourcing by Bill Price from DrivaSolutions	Aspect
January 2008	Ivy's 50th Birthday celebration with Max Dixon speaking and Native American Flute player Klukwali Ohkwaho (Richard Holmes)	All Phase The Call Center School Envision Fuze Interactive Intelligence
December 2007	Non-traditional Leadership Techniques by Ivy Meadors	BTP
November 2007	Support Center Team Games by Eric Rabinowitz	N/A
October 2007	Translating Feedback Into Improved Customer Experience by Karen Lee from Costco	Genesys
September 2007	How Process Improvement Tools are Being Used in IT at PACCAR Arnie Sundstrom	CA
August 2007	Cracking the Communication Code by Jan McLaughlin	N/A
July 2007	US Bank Case Study by Edward Hawthorne
June 2007	Nintendo Case Study	N/A
May 2007	No meeting held.	N/A
April 2007	Nautilus Case Study	Interactive Intelligence
March 2007	Puget Sound Energy Winter 2006 by Corina Stretch and Debra Humphrey	Fuze Digital Systems
February 2007	Master the Skills to Develop and Deliver Advanced Presentations by Ivy Meadors	Parker Services
January 2007	Work At Home – Will this hot trend work for my operations? by Bill Price	Symon
December 2006	Hold the Phone…it's a Customer Calling! by Jan McLaughlin	UCN
November 2006	ITIL and Managing the Change (joint session with the itSMF Local Interest Group	N/A
October 2006	The Top Ten Secrets of Peak Performers by Laurie Finkelstein, CH	Change for Good
September 2006	ACCE	N/A
August 2006	Scorecard example shared by Lisa Zerda from Molina Healthcare	Symon
July 2006	Knowledge Management at WaMu by Jerry Rice	Robert Half International
June 2006	Roundtables	Industrial Battery
May 2006	Six Sigma in the Contact Center by Mike Stone	HP
April 2006	Developing Young Leaders - Moderated panel by Ivy Meadors	SafeHarbor
March 2006	The ITIL Experience by Greg Charles	iConclude
February 2006	“VoIP Goes Into Production at Three Local Companies” - Moderated panel by Ivy Meadors	Interactive Intelligence
January 2006	Reduce Stress & Increase Productivity: Bring Balance to Your Life by Brad Worthley	Peregrine
December 2005	Secrets of Influence by Chris Widener	Nice
November 2005	Case Study: REI by Dave Stockwell	Peregrine
October 2005	Change for Good by Scott Sulak	Pace Staffing
September 2005	ACCE Conference and Expo	N/A
August 2005	"Four Corners" (Six Sigma, Metrics, Technology/VoIP, and High Performance Teams)	Symon
July 2005	Training and Developing IT Staff by Troy Robason	InstantService
June 2005	Facilitated Discussion	CA
May 2005	Case Study: Peregrine Walking the Talk by Kelly Hoopes	Lucent
April 2005	The Technology Behind the Business by Ivy Meadors	Avaya
March 2005	Case Study: ITIL at the Port of Seattle by Gene Trent	CA
February 2005	Exceeding Customer Expectations by Brad Worthley	Envision
January 2005	ITIL Workshop by Mary Kay Wegner slides and handouts	Siemens
December 2004	Sunny Kobe-Cook	Parker Services
November 2004	Case Study: Climbing to New Heights with your Help Desk and handout by Dave Stockwell from REI	NetReflector
October 2004	Workforce Management presented by Dan Rickwalder from ICMI	PACE Staffing
September 2004	ACCE Conference - Roundtables on a variety of topics	N/A
August 2004	State of the Industry Technology Panel Discussion	Dictaphone
July 2004	ITIL discussion presented by Todd Haley from Pemco
June 2004	Knowledge Management presented by David Stanley-Jones from Primus
May 2004	Patch Management
April 2004	Benchmarking presented by Dr. Jon Anton
March 2004	Trading Spaces - Nordstrom and Swedish Hospital trade spaces and share their findings
February 2004	Hiring, Firing and Inspiring panel discussion
January 2004	ITIL presented by George Spalding
October 2003	Meeting the Workforce Challenges of the 21st Century by Penny Reynolds