Friends and Colleagues,
Peggy Gritt and I did some serious
de-stressing with some wonderful people at the the 8th
Annual Help Desk Professionals Conference and Expo. The
event was a great success. Attendees made many new
friends, fully experienced San Antonio, and gained a
wealth of new and valuable information.
One of the intriguing insights at
was the amazing lessons learned about the leadership of
people from the study of horse herds, specifically the
behavior of the the lead mare toward her herd. Our keynote speaker,
touched people in an unexpected
way. People stressed how much they enjoyed
learning some fresh non-traditional ideas about
Daryl Covey and my niece, Corissa
Meadors, showed the attendees a way to de-stress too.
Theses two like-minded people who bring fun into any
bought piñatas, filled them with candy and gifts;
including free conference passes, books and more then hung them from
the chandelier in the Grand Ballroom. They gave the
attendees a stick and a rope. Whack! People were diving in every direction for the
goodies. It was a blast!
piñata at your next staff meeting?
What an excellent ice breaker and opportunity to get
some good laughs. Include a free conference pass
to one of our events,
and coupons for free books and DVDs along with the
edible goodies to stimulate more involvement.
Other things to include in the
be a coupon to go to lunch with an executive, buy pizza for the team, movie passes, or
Until the next issue of
may you find ways to relax and reduce the stress in your
Be sure to keep reading
because we're keeping the future issues packed with
High Tech High Touch Solutions
In support of our goal of sharing useful information,
Peggy Gritt is giving you a 5 Minute VoIP Guru Guide
A NON-VENDOR PERSPECTIVE ON VOIP
FOR EVERY CXO OR DECISIONMAKER.
Will you do us a favor?: If you like what you read, will
you please forward the newsletter to others and
encourage them to subscribe to our secure, never sold or
shared readership? It would mean the world to us
to have more readers to share information with.
"Get an Early Start on Your Holiday Shopping."
to Reward Your Top
Performers Plus a Bonus Option
your team members conference passes
for 2007 to HDPC and or GCSC for as little as $2100.00
each which includes an estimate for travel and expenses.
Give out 2007 conference passes to attend the
6th Annual Government Customer
Support Conference and Expo (GCSC) or the
9th Annual Help Desk Professionals
Conference and Expo
Reserve seats to
GCSC before December 1st and HDPC before December 15th
and save $400. The investment for these 2007
events, including an estimated $1500.00 for travel and expenses
and the conference pass would be about $2100.00 -
$2800.00 for each if you sign up before these dates.
If you want to send
people to both events, email
and we will give you an
even better deal.
This is an incredible
way to recognize your staff members plus they will be
getting a wealth of information to bring back to make
positive and measurable change in your service and
support groups. They will receive:
New ideas and fresh material
templates, and or resources
Education, education, education
Personal introductions to others
and facilitated networking opportunities
your staff up to receive
will receive free hints, tips and resources
2-3 times per month. They will get useful ideas to
improve their skills personally and professionally. They
will also get traditional and non-traditional ideas to
improve service and support efforts.
Books, books, books:
- one of my favorite gifts to give and receive (hint)!
A few titles to consider include:
Ways to Promote Yourself (Get Ideas to promote your
Business School Essentials for Call Center Leaders
Leading at a Higher Level
Join the largest call center / help desk non-profit
association in the United States. Get meeting
notices, special discounts, learn of job openings and
job candidates, and receive hints, tips and resources at
absolutely no cost.
Procrastination Contributing to a Back-log in Your Workload?
This is one
of those traits that bites me every once in awhile - OK
more often than I would like to admit. When I was
managing a Help Desk, I found it very easy to put
perceivably less critical tasks aside to do later, but those tasks pile up quickly.
and Contact Center representatives can get into this
same situation with the number of requests coming in.
Let's face it - the work load is not going to decrease
and the tasks are not going to stop, though we may get
occasional slow times to do catch up work. We must keep
the list manageable or we will feel an increase in
stress. It's easy to get so overloaded that you actually stop
working on ANY of the tasks that are piling up.
When you are in control of your
environment and your workload, you are much more
productive and calm.
5 Ideas to
manage your workload and reduce procrastination:
1. Change your mindset
and carefully assess if the task is really necessary.
If you don't do it what would the result be and will it
make a difference for the business or not.? Not
everything has to be done.
2. Perfect is not always
necessary for all work efforts. Good is good
enough. It is easy to write up a process, an
email, or fill out a trouble ticket then re-read it for
proofing and end up making edit after edit. If you
read anything over and over, you will find better ways
to write it. Write it, if it's good enough,
send it and move on.
3. Delegate the task.
There are often others to give the task too.
Consider using your children, or your neighbor's
children to help
with data entry, sorting piles, labeling envelops,
typing up emails, etc. We use the daughters of the
hair dresser next to our office to do miscellaneous work
for us. Though young, they love the feeling of
having a real job that pays.
up your mind. People tend to put things off
because they can't make up their mind how they want to
do the task. They may think there are numerous other things to
be done to complete the task when sometimes those other
things do not have to be done to get the task at hand
Analyze why you put things off. People
don't want to do a task that they find undesirable or
seems to be too much of a hassle.
Consider if you are just being lazy.
for completing these tasks. Take yourself out to
lunch or get a latte when you complete the icky jobs.
"Make change for good."
Visit my friend Scott Sulak's, website and access
loads of invaluable information
The resources will offer
solutions to improve or adjust many different behavioral
"It is not the strongest of the species
that survives, nor the most intelligent, but the one
most responsive to change. - Charles Darwin
are a few resources to help you with
Book: Break the Procrastination Habit...Now!
by William J. Knaus
Book: The On-Time, On-Target
Manager: How a "Last-Minute" Manager Conquered
Procrastination by Kenneth H. Blanchard
hope you enjoyed this edition of
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