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eSharings - April 2006

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.


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  • Outdated equipment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?


Ivy Meadors
High Tech High Touch Solutions



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.




is coming to San Antonio!

September 25th - 27th

Hyatt on the Riverwalk, across from the Alamo


We are accepting requests for event partners, speaker proposals, and board member applications for the 8th Annual Help Desk Professionals Conference and Expo. 

Email HDP@hthts.com now.


EXPLORE YOUR OPTIONS: Using Mobilization to Improve Help Desk Responsiveness (top)

Be our Guest on this special webinar next Thursday, May 4th, 2006.

Mobile deployment is consistently being placed within the top 5 initiatives over the next 3 years in surveys of business executives.   This is the Age of Mobility.

You are invited to a webinar featuring one of the Customer Service and Support industry’s most respected leaders, Ivy Meadors, along with Dan Turchin, CEO of Aeroprise, entitled “Improving Help Desk Responsiveness”.   Learn the top 5 reasons for mobilizing your workforce.

This special webinar is for Federal, State, and Local Government Help Desk organizations. And you could win a free Blackberry or a free pass to the Government Customer Support Conference and Expo in June.

Time: Thursday, May 4, 12:30 ET / 9:30 PT

Location: Your desk! (The registration link is below. You will be sent the details on how to connect.)

At the end of the webinar, there will be a drawing for a free registration to the upcoming Government Customer Support Conference and Expo in Arlington, VA on June 14-15, ($1295 value).

Follow the link below to register by Wednesday, May 3 and you will be eligible for our “Earlybird Drawing” for a free Blackberry device of your choosing.

We will select the winners at the end of the webinar from the list of those registered for the event. You must be in attendance to win.

Click here to register: http://www2.aeroprise.com/awg/demo/webcast_signup.htm


Kate Nasser, President, CAS, Inc.,  www.smartpeopleskills.com

Kate is the guru of customer service and teamwork for technical support and Help Desks. Having worked in the field before founding CAS, Inc. 18 years ago, she delivers insightful and practical advice and training on people-skills to federal government and private industry. Visit Kate’s website for more information: www.smartpeopleskills.com or call 908.595.1515.

Her five classic tips on leading support teams through reorganizations and changes:

  1. Lead the change with positive conviction. If you don’t believe in it, why should they?

  2. Recognize the difference between those who are struggling to change and those who are actively trying to stop the change.

  3. Clearly stop those who are tying to stop the change.

  4. Provide clear information as available so that they can understand and embrace the change.

  5. Help them to discover and highlight their strengths to handle the change.

Don’t miss Kate's very timely talk "Leading Less Than Highly Motivated Customer Support Organizations to a Higher Focus on Outstanding Service" at the 5th Annual Government Customer Support Conference and Expo.

Please join her for this dynamic session.  (Register now!)

Government customer support conference and expo (top)

June 14-15, 2006
Sheraton Crystal City in Arlington, VA



What does the IRS, the National Reconnaissance Office, FAA, and U.S. Census Bureau, Utah.gov, and the City of Hampton have in Common?

They are all presenting case studies, sharing proven ideas to use in your own work groups, at the 5th Annual Government Customer Support (GCS) Conference and Expo!

If you work in the public sector, please join us at the 5th Annual Government Customer Support Conference in Arlington, VA June 14-15, 2006.  Our speakers have prepared very advanced and educational sessions to share with you. 

  • Get ITIL certified or become a Certified Help Desk Manger

  • Attend Barton Goldenberg's CRM Boot Camp for the Public Sector.

  • Join Penny Reynolds from the Call Center School and Pete McGarahan for invaluable help desk and call center training.

  • And so much more.

Our focus has always been, and always will be on you and your professional and personal needs.

The speakers have really pulled together some incredible material.  Many of them will be handing out individual templates, resources, and white papers for you to take home.

Program details: Posted at www.governmentconference.com.

Sponsors: Interested sponsors can email us directly at GCS@hthts.com.  There are a limited number of these exclusive sponsorship opportunities available.

SAVE $200 NOW.


Diamond Municipal Solutions

Diamond Municipal Solutions, a Microsoft Business Solutions Gold Certified Partner, is a solution provider for revenue management, citizen identification and constituent response systems in North America. Diamond’s Citizen1 enables municipalities, counties and government agencies to provide the public with quick and easy access to all local government non-emergency services and information while maintaining superior levels of customer service. To learn more about Diamond Municipal Solutions 311 Call Center system, stop by table 5 during the conference or view our case study on Diamond Citizen1 with Island Waste Management.

Visit Diamond Municipal Solutions' site for more information on their 311 solution. http://www.diamondmunicipal.com

Read the success story of Island Waste Management and how they used Citizen1 to achieve consistent high levels of customer service.


We hope you enjoyed this edition of eSharings. Feel free to reprint this newsletter in its entirety with our copyright information intact.

To subscribe visit our website at www.hthts.com or reply to this copy with subscribe in the subject line. To unsubscribe, visit our website at www.hthts.com or click the link at the very bottom of this email where it says unsubscribe.

Note:  eSharings will contain links to sites on the Internet, which are owned and operated by third parties.  High Tech High Touch Solutions, Inc. is not responsible for the content of any such third-party site.

Did you know?

Software engineers have the best jobs in America according to a survey by Money Magazine and Salary.com.  The job of software engineer topped the list based upon strong growth prospects, average pay of $80,500 and potential for creativity.  Rounding out the top 10 included computer/IT analyst and psychologist.  Hmm, is there a connection there?

The 5th Annual Government Customer Support Conference and Expo

June 14-15, 2006
Sheraton Crystal City, Arlington, VA

Exclusive Mastermind Sessions with over 30 topics to choose from for Help Desks and Contact Centers.

ITIL and Help Desk Manager certification courses at unique low Gov Rates being offered at GCS 2006.

Certified Help Desk Manager Training

ITIL Foundations Training

GCS 2006
Event Partners


Association of Support Professionals


BMC Software

Brad Worthley Intl.

Call Center School



Customer Service Group

Diamond Municipal Solutions

Federal Consulting Group



Government Customer Support Community of Practice

HDI Capital Area Local Chapter


M1 Global

Northwest Call Center Professionals

Help Desk Northwest


Northwest Support Professionals


STI Knowledge




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