hints, tips, and resources for service
and support professionals, given in the spirit of
- Would you like to work at home?
Government Customer Support
Conference and Expo (GCS 2006)
Explore Your Options:
Work at Home Resources
Do you have a yearning to stop commuting and "exist" in a cubicle
or office, and have greater control of your work hours? Is it time
to have better life balance and get back more precious hours in
If you had the opportunity
to be able to work at home or drive to a nearby office,
it might be difficult to ever consider going back to a
corporate office again and drive that long commute.
Technology now affords opportunities for the
majority of jobs to be done from remote locations. One
of the easier positions to "send home" are professionals
working in call centers and help desks.
Like many people though,
I personally prefer to be in a work
environment occasionally and have contact with others.
We have an office where the commute is reasonable for
any of our team members which meets these needs.
There are no cubicles. There is a television, sofa,
and some cooking facilities along with your
standard office set up including a small conference
room. Best of all you can bring your pets to work if you like.
By design, our office is
much like working at home but also forces us to get out
of the house from time to time. We only have to go
to the office when we want because anything we would do
there we can do anywhere.
I have always had strong feelings about jobs going
off-shore or near-shore. There are many valid
considerations to do what we can to keep jobs on-shore.
One way is to consider what is termed home-sourcing.
Home-sourcing reduces costs and keeps more jobs on the
home-shore. It also increases personnel resources and provides jobs for
those with disabilities or other extenuating
circumstances which might prevent them from commuting to a job
This issue of eSharings
provides you some resources and articles to encourage
you to consider home-sourcing. I hope the people
who can gain a few hours a day by eliminating some
commuting can enhance their life balance by
working at home or very close to home in virtual
offices. I would personally like to see more call
center and help desk jobs become virtual positions so
more jobs will remain on the home-shore and create more
positions for those who have the expertise to share.
If you want to talk about
some ideas how you can make this change, please email
me. I would be happy to offer you some ideas.
High Tech High Touch Solutions
P.S. If you work in the public sector, please plan to join us at the
Government Customer Support Conference in Arlington,
VA. Our speakers have prepared very educational
to share with you. You will get lots of information, hints, tips and resources that will
apply to your immediate needs.
Conference Leaders Doing Things Outside of the
The Help Desk Professionals
Conference and Expo was the very first service
and support conference to have:
Musicians for Keynotes
Professional speakers from the National Speakers
Formal attendee mentoring program
Vendors actively participating in sessions with the
attendees in an intimate community of building relationships and
sharing information together
Events developed and delivered by volunteers in the industry
Excursion to the Zoo on a night prowl -
everyone loved this one! Great networking time too.
Advanced people leading Mastermind Sessions
All of the conference proceedings on Flash Drives,
eliminating paper proceedings
Others will always copy our success.
Don't mistake them for the original! Join the
most progressive, leaders in service and support event
providers that focus on in-depth education, gain memorable
experiences, and become involved in superior and truly intimate networking as the
key elements when you attend one of our conferences.
Our focus has always been, and always
will be on you and
your professional and personal needs.
Speakers, Vendors, Board Members, Volunteers
We are now accepting requests for those who would
like to be a sponsor of the 8th Annual Help Desk
Professionals Conference and Expo, as well as
speaker proposals and board member applications.
Government customer support conference and
5th Annual Government
Customer Support (GCS) Conference and Expo 2006
June 14-15, 2006
Sheraton Crystal City in Arlington, VA
The Government Customer Support Conference and Expo is
the only one of its kind in the
United States. It is focused exclusively on the needs of
local and federal call/contact centers, help desks, and service
portals. Join us to learn ways to serve your customers
in the most reasonable, cost effective manner and thus deliver the
most valuable service results.
You will benefit from hearing these topics
and many more at GCS 2006.
Keynote by Captain
Geoff Abbot from the Katrina Disaster presents
"Leadership During a Disaster"
by Brad Worthley on Outstanding Leadership
in a Service Culture
implementation of 311 at the
City of Hampton
by Liz Nisely
VoIP Telephony -
the truth behind the system
Study: Utah.gov " LiveHelp" - 2005 Excellence Award
Best of Breed Government Service Desks
Essential Guide to Providing Citizen Centric Service
Case Study by Judy
Hogan from the FAA - Does ITIL really work?
Step by Step Process to Build Your ITIL Initiative
Ready, Set, Measure! Metrics that Will Put Your
Organization in the Drivers Seat
Raising the Bar: Achieving Advanced Strategic
Phishing, Pharming & Worms; Security Issues Faced by
Today’s Technical Service Professional by Ernie
Hayden, Chief Security Officer of the Port of
What’s Your Score? How to Measure Your Contact
Center Performance Using the American Customer
Satisfaction Index (ACSI)
Beyond Borders: A Hands-On Approach to Deliver
Successful Multi-Media Communications
10 Steps for Constructing a Successful Self-Service
And our exclusive....
Mastermind Sessions: You
won't want to miss out on our Mastermind Sessions
- 10 unique and intimate discussions will be held each day on
the topics most applicable to your immediate needs with an expert
leading the discussion ready to take your questions and get you
Program details: Posted at
Sponsors: Interested sponsors can email us
There are a limited number of these exclusive sponsorship
Be part of the experience:
If you want to be part of the GCS 2006 team, email us at
firstname.lastname@example.org right away.
My promise to
you because I am so sure you will find your investment well
spent at our event is this:
Give us just two days and we'll
deliver to you comprehensive,
educational information in key areas of service and support, with
an emphasis on leadership and service delivery best practices
for help desks,
contact centers and service portals.
If you are not 100% satisfied after experiencing the full two day
program, we will
refund the money you paid us for the conference fee. It's
risk free so why not give it a try. You have nothing to
lose and everything to win. You have my word!
-- Ivy Meadors, CEO, High Tech
High Touch Solutions
Explore Your Options
A Call Center in Your
Homeshoring is an Excellent Solution from Offshoring
a lot about companies routing their customer service
calls to workers overseas, but a less-noticed trend is
the growth in home-based call center workers. The number
of such workers in North America has tripled since 2000,
according to an estimate by research firm Yankee Group,
with more than 670,000 phone agents in the U.S. and
Canada now working at home.
the Internet and better call-routing technology, more
companies are finding they can outsource their
order-taking, sales and problem-solving calls to
home-based workers, said LiveOps CEO Bill Trenchard.
LiveOps not only runs an outsource operation, but it
provides the technology for companies that want to set
up their own home-based call centers "since only about
10% to 12% of call center work is outsourced," Trenchard
Home-based workers tend to be better-educated and more
loyal than their call-center counterparts, Trenchard
said. Most of LiveOps' workers have college degrees (Opara
has a master's), and turnover is low.
in the Rec Room
stateside call-center worker typically costs $31 an
hour, including overhead and training, home agents cost
only $21, says IDC. Home agents are also more
productive. Willow CEO Angie Selden says the company's
home agents make sales that are up to 25% higher than in
call centers; their customer satisfaction rates are
often 40% better. Read the rest of this article now.
Centers Tap People for Work at Home
at home is taking a leap forward -- in the
customer-service arena. Instead of sending call-center
work to India or the Philippines, a growing number of
consumer products and services companies, from Office
Depot and J. Crew to Wyndham Hotels and Sears Holdings,
are "home-sourcing" work to people in their homes here.
The rest of this article can be read here.
What is the Definition of Call Center
call center was initially used to mean a telephone call
placed to an organization asking for a service to be
performed. But overtime this definition has
changed. Many people have started to refer to the
call center as a contact center. The definition on
really says it well.
center is the focal point of customer service for most
companies today. Using a variety of technologies, call
centers connect the customer and the organization, in
real-time, to provide customer service. Call centers
take on different forms. A call center can provide
pre-sales, sales and sales support or a variety of other
types of service.
definition of "call center":
(verb): to make a request or demand Center (noun): a
point, area, person or thing that is most important or
pivotal in relation to an indicated activity or interest
definition of call center is changing in our opinion,
but the core fundamentals of a customer making a call
(via a phone, email, web site, IVR or fax) to a center
(point, area, person or thing (e.g. IVR)) will remain
constant because the customer views the call as an
important or pivotal activity to themselves. Call
center, contact center or customer interaction center -
by whatever name you give it (we still call it a call
center) - operate on near identical principals of
meeting customer needs in real-time or near real-time.
Work at Home Resources
Centers call on
Telecommuters. All sorts of information for people
looking to work at home as a call center
Considerations for managing poor performers whether
working at home or work: Stop Making Allowances for
Working at home and need to manage down your outgoing
call costs? To save money, purchase a calling
card at Costco, or other locations that sell the low
cost calling cards. Typically you can get long distance
three cents a minute. If the calls are going to exceed
30 minutes or more you might consider using the calling
card provider PennyTalk. They charge one cent a minute
and a forty-nine cent connection fee. You can sign-up online at
Learn how we can
work with you to turn your organization into a world-class service and support center.
for lots of resources.
Visit us now.
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