hints, tips, and resources for service
and support professionals, given in the spirit of
sharing information in a quick-read, content-rich
offer to attend HDP 2006
Sharing the traditional
Eight Best Kept Secrets for Improving Workforce
NOW BY ACCEPTING
EXCLUSIVE OFFER TO ATTEND
8th ANNUAL HELP DESK PROFESSIONALS
CONFERENCE AND EXPO,
the most in-depth, highest quality Help Desk conference
available, as stated by our attendees!"
Certified Help Desk Managers training
Rayburn returns with his amazing talent on the
guitar and motivational messages.
the most recognized names in the industry and top
scoring speakers from our previous events will be
of longer session workshops and shorter breakouts
will be packed with content delivered by expert
very own Mastermind sessions, one of the most
popular components of our event will be held twice.
Leadership Keynote on day one which may be unlike anything
you have ever heard.
Will you join us in San
Antonio and be part of the exclusive 350 people who join
top leaders in our industry for these in-depth
educational sessions and take-home, templates, handouts
and loads of resources, plus a flash drive with all of
the presentations pre-loaded?
Dear Friends and
issue of eSharings is packed with information so I'm
going to keep my letter short this week so you will have
time to read and access the useful resources included.
like to go outside of the norm of the typical call
center and help desk topics to explore things that you
don't come across in other newsletters in our industry,
and will contribute to your personal and or professional
life. My goal is to provide new, fresh information
both in our newsletters and at our conferences.
"To learn is to grow, both personally and
professionally." I learn from every issue I write
because I look for new things to share with each of you.
I hope you will benefit too.
like to share proven solutions and resources as well as
those outside of the norm. This month's issue includes a
mix of both.
Hmmmm, interesting - no more pennies? Did you
hear, they want to pass a bill to slowly phase out the
penny? It costs 1.23 cents to make a penny. Check
out how much it costs to make everything from a penny to
a Sacajawea dollar. Click
to read the short and interesting article on this topic.
Summer reading. Have you read, "Treat Your
Customers: Thirty Lessons on Service and Sales That I
Learned At My Family's Dairy Queen Store, by Bob
Miglani?" I haven't read it yet, but it looks
great and reviews are excellent. One of my first jobs
was in a Dairy Queen. I learned that a little
extra squirt of whipped cream or hot fudge on someone's
sundae could make their day. That little extra
demonstration of kindness and the smile of a teenager
can make an impact on the parent trying to keep the
screaming kids quiet. Let me know if you enjoy
What are they teaching call center and help desk
professionals in other countries about the idioms of
the English language, how to deal with accents, and
other language considerations? Want some free
documents to train your own staff who are multi-lingual?
Visit this site:
"They doe neev'n lye kit." In English that means,
"They don't even like it." Interested in accent
training? You might find this site useful:
Will you help me?
Do you like what you get from
If yes, will you help us grow our database by forwarding
your copy to others and encouraging them to join our
highly secure, never sold or shared email database? It
would mean so much to us to have your help to build our
community of practice in the interest of sharing
you have something you would like us to include, or a
topic you would like to see covered, please email me
or call us at 425-398-9292.
High Tech High Touch Solutions
The program is ONE OF
THE MOST UNIQUE EVER OFFERED IN THE HELP DESK INDUSTRY.
People are saying it's the best they have
Check out this awesome program
Save $200 now!
you want to make an impact on your business and
demonstrate your pride and ownership in the
organization, offering the best possible service at the
lowest most reasonable cost? Then join us in San Antonio
to hear from our speakers as they deliver high quality,
content rich presentations, give you handouts,
templates, and loads of resources.
As with all
of our events, we offer a full repayment of your
conference investment after
you attend all three days of the event if you are not
satisfied, excluding pre-conference sessions and
we sign you up now? We would love to have you as
one of the exclusive 350 people at this once a year
event, the Help Desk event unlike any others in the industry.
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 features 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
Boomers. We will have a panel of Millennials for you to hear
their perspectives on leadership.
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.
invite event partners
(sponsors) to join us and make a contribution to the
exclusive community of practice at the
8th Annual Help Desk
Professionals Conference and Expo.
Best Kept Secrets for Improving Workforce Productivity"
topic applies to Help Desks and Call Centers.
did an excellent job presenting this topic at the
5th Annual Government Customer Support Conference and Expo.
Our attendees pulled out these key nuggets from her
list of lessons leaned, we've added some websites for
you to visit for
more information for those who missed Penny's session.
Penny was one of the highest scoring speakers at GCS and
HDP last year. She's a can't miss speaker.
will be presenting at HDP 2006 again this year, so
be sure and join us as she shares her wealth of
good!! Kept audience engaged!
session was great!!
be a 2 hour session.
her more time - she was outstanding!
a very good presenter.
A lot of very good info.
Expert speaker - great SME knowledge.
Great interaction of Penny with the audience.
Practical examples used by the instructor.
learned from Penny:
reasons for non-performance
staffing software available
won't, don't factors
Predictive assessments - look at current success
Psychometric testing - good point
Identified why people don't like call centers
the oven, feet in the freezer" ("On average,
they are comfortable.")
job simulations that will accurately measure job
skills and performance
reasons for non-performance
tips on workforce management
speed to answer in 1/2 hour increments instead of
averaging the entire day
agent - rethink requirements
Performance management model is needed
Workforce management tool is needed
based on competencies and character
and train based on immediate feedback
Supervisors blueprint for employee performance
realistic picture of CSR - great!
use "sandwich" approach
Everything is not always what it seems
session was great!!"
said Teresa Robinson
from the Defense Intelligence Agency.
Carolyn Bachmann from the IRS said, "The
realistic picture of CSRs was great!. Penny is a
very down to earth speaker! Great!; Learned not to use
the "sandwich" approach. Penny is a great presenter."
I gained from Penny's session was that Ideal agent might
not be what you think,"
Mary Nelson from the USDA Forest Service.
It is important to apply the proper consequences. It is
also key to focus on the negative and positive
shares how to calculate shrinkage. If you want to
know more, email
and we will introduce you to Penny
so you can get loads of additional information.
Paid time off: 8 hrs x 10 days = 80 hours
Paid breaks: 1/2 hr/day x 5 days x 50 weeks = 125
Meetings/training: 3 hrs/week x 50 weeks = 150 hours
Off-phone time: 1/2 hr/day x 5 x 50 weeks = 125
Unexplained: 1/4 hr/day x 5 x 50 weeks = 63 hours
Total 543 hours
(Available 2080 hours)
Shrinkage = 26%
statistics that managers need to benchmark their
year, the Customer
Service Group compiles
key statistics that managers need to benchmark their
operations. We'd like to invite you to participate in
this year's online survey.
thank you for your participation, you will receive a
f**ree copy of the final
report - a $39.95 value.
data in the report is enormously helpful in benchmarking
your salaries for reps, supervisors and managers. It
also offers key service department data, such as average
number of calls handled per rep, average length of call
and average number of minutes callers wait before
speaking with a rep.
to spend five to 10 minutes with the survey - after all,
the results are only as good as the data participants
provide. And be sure to provide your complete contact
information so that we can send you a copy of the
published results. Your data will, of course, be kept in
the strictest confidence.
participate in the survey and
get your complimentary report,
a $39.95 value, just click the
before July 21, 2006.
Call Center Attrition Rate High in
The survey compared 200
call centers in India, Thailand, the Philippines,
Malaysia, Singapore, and South Korea on their
performance in customer service, sales, revenue,
operations, technology, and human resources.
"Inadequate focus on
human resources leaves much to be desired,"
said director Catriona Wallace.
We hope you enjoyed this edition of
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