insights, objective advice, and resources for service
and support professionals, given in the spirit of
Government Customer Support
Conference and Expo (GCS 2006)
Explore Your Options
The year 2005 presented unexpected events and astonishing outcomes
for our company. As most of you know,
High Tech High Touch
Solutions, Inc. acquired the Help Desk Professionals Conference and Expo
and the Government Customer Support Conference and Expo.
We held the memorable Help Desk Professionals Conference
in October at the beautiful Hotel del Coronado.
The Government Customer Support Conference will be held
in June at the Sheraton Crystal City in Arlington, VA.
We were given the gift to receive extraordinary kindness and
support from a group of particular people who gave
their personal time and commitment, going above and
beyond any expectations, to deliver a top notch Help
Desk Conference and Expo. This remarkable group of
people from our industry, the 2005 HDP Board,
volunteered to produce the entire event. It truly was "the
people's conference", likely the only of it's
kind in our industry to be delivered by a team giving
their own time to produce.
expertly guided us to deliver this educational event.
We couldn't have done it without her. Mary
co-chaired the conference and did an amazing
amount of work to contribute to the event's overall success.
designed and built the
entire technology infrastructure and managed all of our
The other exemplary team members included
Reimer, Bill Price, Brad Worthley, Brenda Iniguez,
Christine Cameron, Daryl Covey, Dave Stockwell, Dru
Phelps, Lisa Prendergast, Peter McGarahan,
captured the moments and memories in wonderful detail.
Check out the
You might be in one of
the hundreds of pictures taken. Again, we could
not have delivered an event of this magnitude without
each one of them.
None of this would have been possible though without the
people who worked so hard to provide educational and
They were absolutely amazing. Our greatly appreciated
sponsors. rounded out the event.
The HDP board, speakers and sponsors together delivered
a high scoring event, with people saying the quality of
our speakers were some of the best they ever had the
privilege to learn from in such an intimate and personal
We find it difficult to find the right words
to effectively describe our appreciation fully for the work
and personal commitment made by each one of these
gifted, kind people and the companies who supported our
The Help Desk
Professionals Conference and Expo in 2006 promises to
deliver such superior results again in the Fall of 2006.
Please put it on your calendar now to join us.
Wishing you positive days and much success,
We are currently
accepting applications for the board of HDP 2006.
The GCS 2006 board has been filled. We also
encourage you to submit your proposals if you wish to be
considered as a speaker for GCS 2006 or HDP 2006.
"Stop by our newly
revised website and see all the new things we have
added. I know you will find a lot of useful
information, have some fun, and find it worth the trip
to visit us."
Government customer support conference and
MARK YOUR CALENDAR NOW FOR JUNE
5th Annual Government
Customer Support Conference and Expo 2006 (GCS)
June 14-15, 2006
Sheraton Crystal City in Arlington, VA
This one-of-a-kind conference is focused exclusively on
city, state, and federal call centers and help desks.
Attendees will benefit from
practical, actionable information on strategy, vision, and
execution from industry experts and their peers to use in their
service and support groups. This event offers
comprehensive coverage in the major areas of service and
support, with the primary emphasis on leadership and the people.
Program details will be included in the next issue of eSharings
and posted on our website at
Daryl Covey will Chair our event again this year. He will
also be running the
program for Customer Support organizations in the public sector.
Lisa Prendergast will be the Director of the conference.
If you want to be a part of GCS 2006, email us at
firstname.lastname@example.org right away.
Interested sponsors can email us
directly at GCS@hthts.com.
Explore Your Options
factors are key to how much success can be gained from the
Companies often hire people to work in call centers who will work for the lowest wages,
put in long hours, work undesirable shifts, and accept not
getting some of the extras like medical insurance, holiday pay, and pensions.
means to gain optimal value from your call center is
getting people to have a change in mindset, even when
hired under these conditions. A book that will offer some great ideas
to encourage people to change their mindset to be
fundamental to the business is "Sacred Cows Make the Best Burgers"
by Robert Kriegel. It's an excellent read and you
buy it now,
if you desire.
to the business, not overhead
solving business problems
activity should contribute to the bottom line
Eliminate unnecessary tasks
Some of the
best ways to address the results from these hiring factors is to
implement a formal mentoring program, help people with their
personal development and growth, understand clearly what
motivates each individual, provide lots of opportunities for
training, and frequent communication.
following section of resources should help you to address some
of these considerations. Remember, "it's all about
Be sure to
visit our booklist at
for more resources. Ivy's Slides include resources as
well. You will find them posted at
you would find the following resources that apply to "people" factors
www.hthts.com for more resources and learn how we can
work with you to build a world-class service and support center.
We hope you enjoyed this edition of
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