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High Tech High Touch Solutions, Inc.™
Table of Contents
Explore Your Options
parents taught me about sharing with others and having a
kind word for others at a young age. When someone
needed clothing, help with their family issues, or a
place to stay, we always provided whatever we could.
the kids wouldn't play with certain children in school,
would say mean things to them, and not invite them to
birthday parties, they taught me to treat them
otherwise, though I slipped up from time to time.
We invited the kids to come play at our house, attend
the birthday parties and other social gatherings,
sometimes against my will.
parents taught me that they were good people who
deserved to be treated kindly and were people who had
feelings too. It was hard not to join the other
kids and not tease our classmates or say mean things
behind their backs. I was no better at times.
I'm sorry for that now.
witnessed a case in a help desk not too long ago where
people forgot about other's feelings. A gentleman
was not coming to work regularly, often out ill.
He was teased, notes were left on his chair, and people
would speak cruelly to him. These people were
adults in a professional environment who didn't remember
how bad it feels to be hurt. It is surprising to
see this sort of behavior even today but unfortunately
it still happens. Words are harsh and hurt others
died of AIDS, 30 days after I met him. No one had
known of his condition.
Share a kind word with someone today and make a
difference in their life.
you have resources, favorite books, an article or
personal story to share, please email me at
mailto:Ivy@hthts.com. We will share your story and
resources with our readers in future issues and on our
Are You Doing the
Blogging seems to be the buzz word of the year.
And did you know that the topic most blogged is
technology? For those who are unfamiliar with
blogging, it is a historical log of communications. The
simplest way to think of blogging is a long email with a
lot of people adding their thoughts, that you are now
making available for anyone in the world to read.
people like to keep their daily diary online for
everyone to read. Not my idea of something I would
want to read, but OK, we can go with it. Others
use it for professional exchanges. Newsfeeds, job
openings, events and much more are published in Blogs
accounts of the 9/11 disaster has drawn millions of
readers worldwide. People who lost a loved one,
witnessed the tragedy, or offered help in some way, have
contributed their own stories to the Blog. You can
find the Blog, Voices: Stories from 9/11 and Beyond
People have been "blogging" since the mainframe days. We
just didn't call it that and it wasn't done on the
Internet. The next formal version of blogging,
when technology moved to the client server world, was
called collaboration software. It is actually a
form of content management. Whatever you want to call
it, it can be an invaluable tool for sharing and
There are Audio Bloggers and Photo Bloggers too.
For people who want to share their thoughts before they
get back to a computer, they can call a phone number and
record their message and have it immediately downloaded
to their Blog.
is important to be cautious if you get into blogging
though. “Comment SPAM” has become a big issue.
People can learn more about you than you want them to
know. To get more information visit
Also know that you can set up your
blog in a very controlled environment. You can
define passwords, access rights, who can delete items,
who can add and much more. The free Bloggers have
few controls on them, but the more advanced services
offer many capabilities and controls.
Check our website for more Blog
resources and to participate in our Blog.
of the most difficult things for anyone to endure is
change. Some of us thrive on it while others avoid
it like the plague. The win is to make change safe
and ensure people can be successful during and after the
During my tenure at U S West Communications, they gave
me the title and function of Change Agent. My
first job was a telephone operator on the last cord
board in the United States. My first assignment as
a change agent was to help people, who had done the same
job for over 20, 30, even 40 years, change their way of
doing their job. They had to switch from paper and
pencil to using a computer to handle calls.
emotional drain on many was too much and a good number
left. Some cried. Others were angry. Some just did
what had to be done, though they resisted the change.
But many embraced it. The change was inevitable
and beneficial to the company. Everyone understood
that. Their fear was that they wouldn't be able to
learn the new technology. They were afraid of failure.
We had to address their fear and make them safe.
training I received to be a change agent included years
of psychology as changed ensued in the telephone
company. Divestiture guaranteed constant change for us.
There are many tools and programs available to help
people respond, embrace and become champions of change.
ADKAR is a tool that can help you understand where people
are in the change process.
The ADKAR model can be used to:
- diagnose employee resistance
- help employees transition
through the change process
- create a successful action
plan for personal and professional advancement
- develop a change management
plan for your employees
You will likely find this a very
useful model. There is a wealth of information
about ADKAR and change management at
They offer free tele-seminars and other
resources. This site is worth a visit.
Embrace change, it may be the best
thing that happens to you personally and professionally.
Eliminate the fear of failure and become a champion of
“A common measurement in a call center or help desk is
the average speed of answer and the average talk time.
These two metrics, when used ineffectively, will
motivate people to deliver undesirable results.”
"The better measurement is the call quality in
combination with these two components. If you want
your team to up-sell or cross-sell, offer high first
call resolutions, and build customer loyalty, getting
off the call as fast as possible is not the answer.
If your reps and agents are motivated to handle an
extremely high volume of calls with particularly short
call durations, how could they possibly offer the
desired level of service?"
A few good books to read on the
topic of change management are listed here. There
are many other suggested readings on our website at
Beyond Change Management : Advanced Strategies for
Today's Transformational Leaders
Complete Idiot's Guide to Change Management
Dance of Change: The Challenges to Sustaining
Momentum in Learning Organizations
Managing the Change Process: A Field Book for Change
Agents, Team Leaders, and Reengineering Managers
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