Insights, hints, tips, and resources for service and support professionals, given in the spirit of sharing information.

In this Issue:

-- Sharing - Top challenges in the customer support community

-- Explore Your Options - Improving Help Desk Responsiveness

-- Government Customer Support Conference and Expo

-- Tips from our featured GCS 2006 Speaker -  Kate Nasser

-- Resources from our featured GCS Event Partner - Diamond Municipal Solutions

-- Subscription Information

 

Please see the in-depth program at the Government Customer Support Conference.

SHARING (top)

Dear Friends and Colleagues,

Have you wondered what the top current challenges are in the Government customer support community?  Or for that matter, are you curious what the challenges are for the customer support community in general?  We suspect the challenges are similar in both the private and public sector.

Daryl Covey, the Chair of our Government Customer Support Conference and Expo and Manager at NEXRAD, surveyed the government community of practice to get the answer.  Over 8000 readers were invited to participate in the survey. The following challenges, in no particular order, were identified:

• Funding/resources

• ITIL

• Knowledge Management

• Uniqueness of government environment

• Consolidation

• Staffing

• Consistent/standardized processes

• Training and knowledge sharing

• Recruitment

• Changing priorities

• 24x7 support

• Communications

• Outdated equipment

• Technician follow-up (desk side)

• Acquisition, licensing, and social engineering

• Remote support

The initial impression is that over the recent three to five years the challenges have changed to be almost 80% focused on process and people from the previous emphasis on technology.  Certainly, technology facilitates success for many of these needs, but the driver is on the people and processes.

This same list likely applies to the private sector as much as the public.  So how do we help people address these issues successfully?  By attending our events and similar venues, by getting involved in user groups, and sharing success stories with one another, you will find solutions to address these challenges.

At the Government Customer Support Conference and Expo we have arranged for a unique opportunity to visit a support center that has dealt successfully with many of these challenges.  Our speakers are sharing success stories on the majority of these challenges.  A large number of our speakers are sharing valuable handouts with templates and or resources included.

World Bank is giving GCS attendees a personal tour of their support center.  After the tour there will be a one-hour presentation with an interactive discussion to review things that work and don't work.  There are a limited number of seats to join us on this tour, so be sure and email us at GCS@hthts.com right away to get on the list to join us.  The tour will be from 9:00 - 11:00 AM on June 16th, 2006.

Will you join me in Arlington for this opportunity to learn how to successfully address the most critical challenges in our industry?

Sincerely,

Ivy Meadors
High Tech High Touch Solutions

425-398-9292

P.S. If funding is an issue to attend the 8th Annual Help Desk Professionals Conference or the 5th Annual Government Conference, email me directly at ivy@hthts.com and we will find a way to make it possible for you to attend.