hints, tips, and resources for service
and support professionals, given in the spirit of
offer to attend HDP 2006
Is your team stressed?
What is the impact?
GCS 2006 Winner of Outstanding
Customer Service Award
Openings at High Tech High Touch Solutions
Have you Ever Been to San Antonio?
EXCLUSIVE OFFER TO ATTEND HDP 2006!"
The program is ONE OF
THE MOST UNIQUE EVER OFFERED IN THE HELP DESK INDUSTRY.
People have said it's the best they have seen to date.
Check out this awesome program
Please accept my
exclusive offer to
sign up for HDP 2006 and save $200!
Dear Friends and
Stress and an undesirable working environment in help
desks and call centers are primary reasons for adverse
customer service, high turn-over,
and low motivation of staff
members. In my work as a consultant ,and
previously as a manager of help desks, managing stress
levels is an obvious need. It becomes very
apparent what stress is doing to the bottom line .
The first step to managing stress in the call center and
he help desk is to understood where it is coming from (root
cause analysis) and how it is affecting the team.
The second step is to deal with it appropriately as soon
* * *
* * * * * * * * *
article titled "How to Control Call Center Stress" was
written by the author of “Winning Under Fire:
Turn Stress into Success the US Army Way,” takes
strategies from the battlefield into the boardroom and
beyond." He says in the article:
"The US Army has plenty of experience with stress
control as front line leaders strive to keep GIs on the
job. Traditionally, the US Army has lost as many
soldiers to stress as to enemy gunfire – a ratio of 1:1.
The most elite units trim this loss to a ratio of 1:10 –
one stress loss for every 10 wounded soldiers."
"Regardless of the ratio, every front line soldier is
critical to winning the battle. Commanders know that
controlling stress under fire is as critical as food,
fuel, and ammunition. The same holds true for call
centers. You can’t get high productivity with high
source of these statements and the rest of the article
is posted at
It is worth the read.
* * *
* * * * * * * * *
"Turning Lemons into Lemonade:
Hardiness Helps People: Turn Stressful Circumstances
into Opportunities posted at
is another good resource.
* * *
* * * * * * * * *
article title "Stress in the Call Center" that I want
you to read was written in 2002. I can't even
imagine what the statistics shared in this article must
look like today. You have got to read this one.
At the bottom of the article the author lists some
additional articles to review.
following are the first two paragraphs from the study.
of the fastest growing industries in the U.S. is the
call center. About 3% of the workforce now works in call
centers, and many analysts predict the number to double
in the next decade. Call centers are popular because
they can provide a way to outsource whole swaths of
labor-intensive work, such as customer service,
reservations, sales and debt collection. By turning over
this work to call centers, companies don't have to deal
with recruitment, training and turnover issues. But
there is a cost to call centers: a large cost, and one
that is borne out by the employees."
"According to a recent survey of 784 call center
employees who answer phones in public utilities across
the U.S., the constant pressure to meet quotas, follow
scripts, and deal with demanding customers has taken its
toll. On a scale of one to ten, with ten being the
highest, one third (32 percent) report their stress
level at ten. The overall average is 7.9. One third (30
percent) report that stress often affects them
physically and emotionally, and forty percent report
that stress "often" or "regularly" affects their work
performance. Workers report a variety of physical
manifestations of stress, including fatigue,
irritability, inability to relax, headaches, backaches,
and high blood pressure. Health problems are exacerbated
because employees are limited in the number of times and
minutes they can spend in the restroom. "
* * *
* * * * * * * * *
There is good stress and bad stress. Bad stress is hard
on everyone. Whatever we can do to help reduce
stress in our own environment and those around us will
Increase productivity, improve customer service, and
enhance the working environment by reducing stress in help desks
and call centers. What level of stress on a scale
of 1 to 10 would your staff say they feel? Ask
week, may your days be free of unwelcome stress.
High Tech High Touch Solutions
the Legends of the Help Desk Industry and join the
"Round-Up of Top Leaders in the Help Desk Profession"”
Hundreds of Help Desk Professionals, including industry experts,
legends, vendors and practitioners, will come together September 25-27,
2006, at the spectacular Hyatt Regency in San Antonio for the 8th Annual
Conference for Help Desk Professionals.
is a gathering of peers from the user and vendor communities with a
common interest in establishing advanced service and support
environments, managing down costs, utilizing technology to its fullest
and in doing so achieving increased customer satisfaction.
year our event brings updated conference formats, some of the most
recognized names in our industry, and numerous well thought-out
networking opportunities. We are adding even more in-depth sessions,
delivering loads of handouts and templates,
and including comprehensive working sessions.
In three days you will learn:
Confidence in the way to turn your
help desk into a service desk learning time-tested lessons you can
put into practice to achieve the same results now.
actionable information on strategy, vision, and execution to
establish advanced help desks
Business strategies for developing
the collective skills of your team - exceeding your organization's
standards for performance, productivity and efficiencies.
Top leadership techniques to
lead and empower your people -
Ways to advance the skills of the
How to forge effective relationships
with those above, below and alongside of you.
How to deliver results the right way
- understand the proven best practices in service and support.
Ways to deliver exceptional, high
quality customer service.
The 10 key considerations to
developing young leaders - Understanding The Millennials, Gen X and
Advanced uses of technology from
small or no investment to more advanced options.
The key components of ITIL -
how to select and implement the best practices of ITIL in your own
organization in practical, relevant terms.
How to implement VoIP in your
organization or company and what considerations must be made to guarantee success.
to create valued services in your support groups.
stories for effectively applying VoIP, identity management,
knowledge management, change management, and security measures.
to reward and motivate your team on a shoestring budget.
extraordinary customer service and offer self-service options to
Hear how others
successfully outsourced and/or consolidated their support centers.
accepting requests for event partners, speaker proposals, and board member applications
8th Annual Help Desk
Professionals Conference and Expo.
FROM OUR FEATURED SPONSOR
"Real Time Never Looked Better"
like to know the exact number of people needed to handle
the contacts into your call center at any given day and
time? What if you could identify the most cost effective
balance of activities performed by the team that would
guarantee the highest level of customer satisfaction?
And what if you could have this information in real-time
delivered to you immediately from automated alerts
feeding data from a variety of different applications?
If you knew these numbers and more, could this data
contribute to the bottom line in your organization,
generate revenue, and increase the productivity of your
Communications, a worldwide market leader in real-time
communication solutions, has just the solution for you.
Symon creates hardware and software solutions to
collect, analyze, and optimize real-time,
mission-critical productivity information. The focus is
on performance and all types of business communications,
including employee, customer and crisis communication.
real-time reporting engine for messaging and alerting
systems, we offer a modular infrastructure for
consolidating real-time data, delivering information to
contact centers, and other enterprise applications.
Other products include real-time and historical
performance, browser-based executive dashboards,
operational alerts that increase control over
performance, and workforce management solutions for
controlling contact center costs.
of customers, and more than two-thirds of the Fortune
100 can attest to Symon’s strength and innovation.
for more information on their solutions.
Symon enables you to align activity with strategic
goals because you now have access to all the right
data and a standard presentation platform called
Vista for all
users. The major benefit is that key decision makers
now have complete vision into all operations across
the enterprise and potentially even into suppliers
Workforce Management and Scorecards
(or WFM) is a key component in successfully managing
a contact center. It directly addresses the largest
cost component, approximately 70%, in a contact
center. In addition, it indirectly impacts the
second largest component, which is quality of
service (e.g., queue times increase long distance
charges). Community is a 100% browser-based product
for WFM. Its power and ease of use merited more than
6 industry awards in its first year alone. In fact,
Call Center Magazine called it “an A+ buy.”
Additional workforce management and dashboard
of the information a manager will need to run a business
will reside on a computer screen in a ‘digital cockpit’.
It will contain every piece of real-time data, with
automatic alerts spotlighting the trends requiring
Welch, former CEO, General Electric; Straight from the
SPOTLIGHT: UTAH.GOV IS
OUTSTANDING CUSTOMER SERVICE AWARD AT GCS 2006
Outstanding Customer Service Award
creating a portal, or doorway, around the labyrinth of
government, Utah.gov has put a myriad of information and
services at users' fingertips.
Presented at the
5th Annual Government Customer
Support Conference and Expo,
by the Government Contact Center Community of Practice,
the awards spotlight the very best in government
customer service in four categories: Teamwork, Technical
Excellence, Customer Focus, and Overall Excellence. The
judge's panel consists of three to four representatives
from government and one from industry, and the judges
individually screen all the nominations and then convene
first to select finalists and then winners.
year, the Utah.gov Web site itself took home the top
prize in the Technical Excellence Category.
are very pleased to receive this recognition," said
Stephen Fletcher, Chief Information Officer for the
state of Utah. "In the final judging, Utah.gov was the
only state Web site to receive a Government Customer
Service Excellence Award, and we are particularly
honored by Utah's selection. We will continue our
efforts to provide services that enable government to
operate more efficiently."
marks our fifth annual awards," remarked Daryl L. Covey
of the Government Contact Center Community of Practice.
"This year, we felt no site demonstrated technical
excellence more than Utah's. By creating a portal, or
doorway, around the labyrinth of government, Utah.gov
has put a myriad of information and services at users'
portal is a collaborative effort between the state of
Utah and Utah Interactive, LLC. It was built and is
marketed, operated, and maintained by Utah Interactive,
a Salt Lake City-based wholly owned subsidiary of
eGovernment firm NIC.
Additional material may be available for this article
OPENINGS AT HIGH TECH HIGH TOUCH SOLUTIONS
We have an opening for a
commission-only sales person to sell sponsorships for
our conferences. This also includes selling
attendee registrations. The job is location
independent and you can almost set your own hours.
We also have an attendee
sales / office administration position available. This
position requires the person to work onsite at our
headquarters in Woodinville, WA.
Please ONLY apply if you
have experience in sales, know our industry well, have
excellent writing and oral skills, are an enthusiastic
person and loves working with people. If this
description fits you, email
for more information.
We hope you enjoyed this edition of
Feel free to reprint this newsletter in its entirety with our
copyright information intact.
subscribe visit our website at
or reply to this copy with
subscribe in the subject line. To unsubscribe click the link at the
bottom of this email that says unsubscribe.
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.