Customer Service and Support Professionals (CSSP) Speaker Handouts

The Customer Service and Support Professionals (CSSP)
Call Centers, Contact Centers, Help Desks, Service Desks and Service Portals

Sharing Ideas for Creating Customer Service Excellence in Contact Centers and Service Desks

Home

Meetings, Events & Tele-seminars

Speaker's Handouts
Speakers share a wealth of information with our community.

Underlined items are hyperlinked to slides and or handouts.

October 2011	Jumping the Curve slides - Hugh Blane Branding Activity Instructions Handout
October 2010	Social Media Resource Guide - Ivy Meadors
August 2010	Cornerstones to the Cutter & Buck Service Culture - Ann Loomis Social Media Strategy - Bob Boiko
June 2010	Resilient Teams in Uncertain Times - Michael Callahan Snohomish PUD Case Study on Service Management - Tina Myren and Chris Thorpe
March 2010	Character of Leadership by Phil Eastman - Character Strength Situation Worksheet - Character Strength Assessment Worksheet
August 2009	Knowledge Management by Bob Boiko, University of Washington
June 2009	CSSP Portland - Cracking' the Communication Code - Jan McLaughlin
January 2009	Group presentation - Betty Franks from Classmates.com shared Rewards and Motivators slide deck.
April 2008	Government Customer Support Conference and Expo in Alexandria, VA - no local meeting held
March 2008	Doing More with Less by Scot Herrick
February 2008	The Best Service is No Service and Outsourcing by Bill Price from DrivaSolutions
January 2008	Ivy's 50th Birthday celebration with Max Dixon speaking and Native American Flute player Klukwali Ohkwaho (Richard Holmes)
December 2007	Non-traditional Leadership Techniques by Ivy Meadors
November 2007	Support Center Team Games by Eric Rabinowitz
October 2007	Translating Feedback Into Improved Customer Experience by Karen Lee from Costco
September 2007	How Process Improvement Tools are Being Used in IT at PACCAR Arnie Sundstrom
August 2007	Cracking the Communication Code by Jan McLaughlin
July 2007	US Bank Case Study by Edward Hawthorne
June 2007	Nintendo Case Study
April 2007	Nautilus Case Study
March 2007	Puget Sound Energy Winter 2006 by Corina Stretch and Debra Humphrey
February 2007	Master the Skills to Develop and Deliver Advanced Presentations by Ivy Meadors
January 2007	Work At Home – Will this hot trend work for my operations? by Bill Price
December 2006	Hold the Phone…it's a Customer Calling! by Jan McLaughlin
November 2006	ITIL and Managing the Change (joint session with the itSMF Local Interest Group
October 2006	The Top Ten Secrets of Peak Performers by Laurie Finkelstein, CH
September 2006	ACCE
August 2006	Scorecard example shared by Lisa Zerda from Molina Healthcare
July 2006	Knowledge Management at WaMu by Jerry Rice
June 2006	Roundtables
May 2006	Six Sigma in the Contact Center by Mike Stone
April 2006	Developing Young Leaders - Moderated panel by Ivy Meadors
March 2006	The ITIL Experience by Greg Charles
February 2006	VoIP Goes Into Production at Three Local Companies - Moderated panel discussion
January 2006	Reduce Stress & Increase Productivity: Bring Balance to Your Life by Brad Worthley
December 2005	Secrets of Influence by Chris Widener
November 2005	Case Study: REI by Dave Stockwell
October 2005	Change for Good by Scott Sulak
August 2005	"Four Corners" (Six Sigma, Metrics, Technology/VoIP, and High Performance Teams)
July 2005	Training and Developing IT Staff by Troy Robason
June 2005	Facilitated Discussion
May 2005	Case Study: Peregrine Walking the Talk by Kelly Hoopes
April 2005	The Technology Behind the Business by Ivy Meadors
March 2005	Case Study: ITIL at the Port of Seattle by Gene Trent
February 2005	Exceeding Customer Expectations by Brad Worthley
January 2005	ITIL Workshop by Mary Kay Wegner slides and handouts
December 2004	Sunny Kobe-Cook
November 2004	Case Study: Climbing to New Heights with your Help Desk and handout by Dave Stockwell from REI
October 2004	Workforce Management presented by Dan Rickwalder from ICMI
September 2004	ACCE Conference - Roundtables on a variety of topics
August 2004	State of the Industry Technology Panel Discussion
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

Disclaimer: Our website contains links to sites on the Internet, which are owned and operated by third parties. High Tech High Touch Solutions, Inc.™ is not responsible for the content of any such third-party site. A resource included in our lists does not imply a recommendation. Sources are simply intended to provide a resource that may contribute to your work efforts, or personal and professional development.

Reach us at CSSP@hthts.com or call 425-398-9292.

Hold the Phone…it's a Customer Calling! by Jan McLaughlin