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In This Issue


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Event Information

The 7th Annual Government Customer Support Conference and Expo

April 28-30, 2008
Alexandria, VA


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“Whatever It Takes”

Two mottos our company embraces are fundamental to the spirit of our business; 1) “Do whatever it takes”, and 2) “There is always a better way”.  This issue of eSharings will address "Do Whatever it Takes".  The previous issue spoke to the message “there is always a better way”. 

We moved our office over the past few weeks.  Believe me, our team demonstrated they really will "do whatever it takes".  When you don't have a large group of people to manage all the details, everyone has to jump in and do whatever it takes to get the move done.  There wasn't anything anyone was above doing and there were no comments made saying, "It's not my job." Our remote staff supported our local team by doing some of our work while we were busy loading and delivering the "stuff" while trying to dodge the snow, rains and flooding we have had in the Northwest, between loading and delivering the "stuff".  I am very lucky to have such a great team.

Far beyond just our recent move though, our team members have been instilled with the corporate culture to do whatever it takes to deliver expert customer service or help out their team members.  It is hard to explain the feeling you get from going above and beyond. From doing the most simple things to efforts that take personal time, emotion and devotion; doing whatever it takes to follow your dreams, make someone's life a little easier or offer a caring touch or a kind ear, they will result in positive returns.

I'm going to keep this issue of eSharings short.  We've included some good books to read, some useful podcasts and two really funny video clips.  And of course, we want you to visit our Government Customer Support Conference website and sign up to join us in Alexandria, Virginia in April 28-30, 2008.

Here are a few resources to encourage you to "Do Whatever it Takes.

I hope you found this issue of eSharings enjoyable and useful. Happy Holidays to you.


Ivy Meadors
High Tech High Touch Solutions, Inc. or

Office: 425-398-9292

P.S. We are mostly settled now from the move and ready to do some well deserved stress relieving exercises.  My first trip is to the movie to see The Golden Compass. (Great website too. Your kids will love it and so will most of you. Take the quiz and find out what your Daemon is.  Not surprisingly, mine was the Lion.).

“I haven't failed, I've found 10,000 ways that don't work”          - Thomas Alva Edison

Ivy's celebrating her 50th Birthday in January.
Will you come to the party in Washington?

Date: January 16th, 2008

Time: 2:00 - 6:00 PM

Producer: The NWCCP and HDNW Associations

Host Location: Puget Sound Energy in Bellevue, Washington

  • Keynote Speaker: The memorable, Max Dixon

  • A native American Indian will be entertaining, playing hand-made flutes

  • Networking party afterwards with cake and refreshments (Plan to stay late.)


(Everyone is welcome and there is no cost to attend.)

Back and Now in it's 7th Year!

The 7th Annual Government Customer Support Conference and Expo
April 28-30, 2008 - Alexandria, VA

Deadline to s~ave $200 is December 31st, 2007

Leaders of help desks, contact centers, web service portals, and other customer touch points for Government's internal and external customers get together yearly at our annual Government Customer Support Conference and Expo (GCSC) to learn, share, and synergize as a community of practice!



Excellence Awards Program

Travel and Hotel Information

Visit to learn more:


Recommended Reading (top)

Basic Black: The Essential Guide for Getting Ahead at Work (and in Life) by Cathie Black

Tuesdays with Morrie: An Old Man, a Young Man, and Life's Greatest Lesson by Mitch Albom

An Hour to Live, an Hour to Love by Kristine and Richard Carlson

For One More Day by Mitch Albom

Orbiting the Giant Hairball : A Corporate Fool's Guide to Surviving with Grace by Gordon MacKenzie

Mentoring: A Success Guide for Mentors and Protégés Mentoring reveals the secrets to achieving high degrees of success: personal, professional, economic, and emotional through a series of stories and letters illustrating the mentoring relationship. Floyd Wickman and Terri Sjodin (as mentor and protégé themselves in writing this book) prove that mentoring can be an important catalyst to success. Readers will discover how to create a successful mentoring lifestyle, including: four basic reasons why mentoring works and the benefits of having a mentor; how to select a good mentor or protégé; 16 laws of mentoring; how to involve mentors in every facet of your life from business and family to fitness and spiritual development; secrets for effectively working with and developing a protégé; and much more!

Visit our website to view the recommended reading booklist. Click to view the entire list.


Call for Speakers
The 10th Annual 2008 Signature Customer Service and Support Professionals Conference

Deadline January 15th, 2008

We are developing an incredible program for our 10th Anniversary and need expert speakers that will leave everyone with loads of beneficial information. The selection committee is searching for fresh, powerful, unique sessions across a variety of topics. We’re committed to bringing only the very best to our guests at the 2008 Signature event.

Click here to submit a proposal to speak at the one and only
"Signature Event"
for Customer Service and Support Professionals in 2008.


Resources For Our Readers  (top)

2008 Support Salary Survey

Once again, we're collecting data for the annual ASP tech support salary survey, now in its 13th year. This is a major benchmarking effort that helps set pay levels across the whole industry, so-- as always--we're eager to attract as many participants as possible. Please check out the survey questionnaire here:

Speak Your Truth

Colette Carlson, Keynote speaker for the Government Customer Support Conference in April 2008, has loads of useful articles posted on her website that you will definitely want to check out. Go to See the article "Top 10 Tips to Speaking Your Truth".

Contact Center Podcasts

Life in a Call Center

  • This is a clip on YouTube from the movie "Big Nothing" where David Schwimmer is learning how to be a call center agent. See clip now.

  • This is a comedy clip on an Internet Help Desk call.  See clip now.

Note: The clips do include a few colorful words.


Date: December 12th, 2007 (This Wednesday)

Location: CA in Bellevue, Washington

Time: 2:00 - 4:00 PM

Cost: None

Ivy Meadors is speaking at the NWCCP / HDNW (Neighborhood and Worldwide Contact Center Professionals) meeting.  The topic is "How to Apply Traditional and Non-traditional Leadership Techniques".

Develop your leadership skills further by exploring non-traditional techniques in this potpourri of behavioral leadership practices. Learn how to apply the "Law of Attraction" and Neuro-linguistic Programming (NLP) to deliver advanced leadership influences. Understand the behaviors of different generations to improve communication motivation and more. Become a leader of change using vital leadership techniques to respond to today’s changing realities.

Read more on their website at


* * * * * * * * * * * *

Webinars being offered in December for Customer Service and Support Professionals

The Call Center School is offering some useful courses this month. Click here to view the list of courses


* * * * * * * * * * * *

Secrets for a Successful CMDB Implementation

December 12, 2007, 12 noon - 1pm Eastern / 9am - 10am Pacific

Click to register

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