Brad Worthley’s New DVD:
“Creating a Service Culture in a Call Center or Help Desk”

February 2007 - #2

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Hints, tips, insights, resources and non-traditional thoughts for service and support professionals, given in the spirit of sharing information in a quick-read, content-rich newsletter. "People Serving People in the Service and Support Profession."

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In This Issue


Complimentary Tele-seminar - IRS Call Center


New DVD by Brad Worthley

Job Opening

Sign up for our newsletter


The 6th Annual Government Customer Support Conference and Expo
May 7-9, 2007
Alexandria, VA

The 9th Annual Help Desk Professionals Conference and Expo
October 22-24, 2006
Phoenix, AZ

Be an Event Sponsor Government Customer Support Conference 2007


Click for more info or email

GCSC 2007
Event Partners

Association of Support Professionals

BMC Software

Brad Worthley Intl.

Call Center School




Customer Service Group


DEMA Education

Department of Treasury / Federal Consulting Group

Driva Solutions


Fed Tech Magazine

Government Customer Support Community of Practice

Help Desk Northwest

HDI Capital Area Local Chapter

Mikki Williams


Northwest Call Center Professionals



RightNow Technologies


Symon Communications


VoIP Institute

How do you react to change?

Does the idea of change make you tighten up and give you a pit in the stomach? Do you feel anxious, insecure, or scared about the change?  Are you having sleepless nights and getting touchy about things that might not otherwise set you off?

An excellent way to understand how most people feel when they are asked to make a change is to think about moving.  The move may be to another home in the same area, another state or country or a new desk.  If you have ever gone through a move, you know how it feels.  Things are "different from the norm" which is why change is hard.  Change puts people outside of their comfort zone.

Researchers have indeed found a positive correlation between change and physical illness. The "Life Change Scale" is a psychological tool which measures the amount of change experienced by a person over a given time interval (Holmes & Rahe, 1967). Individuals with high life change scores are significantly more likely to fall ill. (Source: Change and Information Overload: Negative Effects)

Working in the call center and help desk industry means enduring constant change. There are a variety of ways to cope with change.  Try some of these ideas to help you deal better with change and to help your staff.

5 Tips to deal with change:

  1. Don't be a martyr. "mar·tyr: One who makes great sacrifices or suffers much in order to further a belief, cause, or principle."  A level two technician in our help desk group was a Cobol mainframe programmer. He said, Cobol was always going to be there and he wasn't going to learn any of the new PC languages.  He did not embrace the opportunity to learn something new, deciding to stay where he was comfortable and holding to his belief that mainframes and Cobol were here to stay.  Guess who was without a job a year later, after 20+ years with the same company?  He left the company without a career or a skill in high demand.  Embrace change - it can mean opportunity if responded to with the right perspective.

  2. Hug or pet an animal. This is my favorite way to deal with stress, change, sadness and happiness.  I have two horses, three cats, and two dogs.  They are my escape from negative situations. They  are wonderful to share happiness with too.  Think of a time a dog jumped up to greet you with love in their eyes and the "smile" on their face. It can make you forget the negatives quickly. The energy you can receive from animals is indescribable.  If you are interested in animal spirit energies click here and for more animal energies click here. And yes, horses do hug.

  3. Scream!  When things get really tough - scream.  It really does release anxiety.  If you are sitting in the call center or help desk, it might not be a good idea to stand-up and scream - go stand in the janitor's closet.

  4. Use Meditation techniques: Sleeping pills might put you to sleep during anxious times, but the sleep may not be restful. Meditation works wonders. Many people find Yoga useful too.  Though not this kid.  I can't get into those positions.  Here are a few of my favorite resources to get you started:,,

  5. Transform your attitude and become an agent of change.  My title at US West Communications (now Qwest), was Change Agent.  I embrace change because it typically  means a new door is opened. It is important to "see" the door open and know how to run through it to grab the opportunities.

    When the "real" telephone company was going through major change after divestiture, many people were invited to leave the company with a nice severance pay.  Most people panicked because they had been there for 15, 20, 30+ years. People who worked for the "phone company" planned to retire there.  I had already put in 16 years so it was scary to think of leaving but this Change Agent went for the door.

What did I do when the phone company offered up change to their loyal staff? When the door opened, I took the money and ran.  I went to work for IBM, and shortly afterwards I started my own company.  From help desk technician, to manager, to consultant and industry trade magazine producer (Support Solutions), to help desk and call center conference owner - change always equaled opportunity.  It wasn't easy. Risks were high, stress was extreme at times, and I did scream a few times.  The end results were worth it all. 

I hope this issue of eSharings has encouraged you to embrace change and look for the opportunities in a scary situation and given you some ideas for coping skills.  Sometimes outside influences must push you to make change. Embrace it!

Next time someone says something is going to change say, "Whoo Hoo! I'm ready!  What new opportunity do I get from this transformation?"

"Make it a great day today. Say something startlingly affectionate to someone you care about."


Ivy Meadors
High Tech High Touch Solutions or

Corporate Office: 425-398-9292


==>> See below for more "change" resources.


P.S. Will you help us grow our list of readers and forward the newsletter to only 2 others and encourage them to subscribe to our secure, never sold or shared readership?  It would mean so much to me if you would do this for us. I promise to keep loading our newsletter with useful information.

"One key to successful leadership is continuous personal change. Personal change is a reflection of our inner growth and empowerment."   - Robert E. Quinn

Special recognition: Thank you to Christine Cameron for her skilled editing of our newsletter.

COMPLIMENTARY TELE-SEMINAR - Mark your calendar for April 4th, 2007 (top)

yolunda davis and Deborah Eaton from the IRS call Center present how they built a collaborative culture through employee engagement.

High Tech High Touch Solutions is now offering complimentary tele-seminars presented by speakers of our upcoming conferences. This session will be presented in its entirety at the Government Customer Support Conference in Alexandria in May. Yolunda and Deborah have loads of good info to share on this call but much more will be presented in the live interactive session at the conference.

Date:  April 4th, 2007

Time:  10:00 AM (pacific time) / 1:00 PM(eastern time)

Call in number:  (563) 843-5600  access code 724326#

Cost:  None


Please RSVP: Simply email to say you will be joining us.  There are a very limited number of lines and this session will fill up fast.  We send follow-up emails with additional resources to those who attend the call.

Session Description:

There is one thing that plagues most businesses - CHANGE. The ERC is the single point of contact for all IRS employees to request administrative products and services. We have morphed from a Call Center to a Customer Service site. There has been no significant turn over in employees. How did we do it? Two words, Employee Engagement.

In this seminar, you will see how change was effectively managed through building a culture that emphasizes individual skill. Employees expressed a need to modify the work distribution system. As a result, employees were empowered to develop a solution that addressed both their concerns and management objectives. The new process not only met the immediate needs of the employees but it increased productivity.

Benefits of attending:

  • Learn how to use collaboration and influence to maximize operations
  • Hear how employee driven solutions lead to increased productivity
  • Discuss negotiations strategy to gain union support
  • Tips on building an employee engagement program

Meet the Speakers:

Deborah Eaton has 32 years of IRS experience, in administrative services, help desks and taxation. She holds a Bachelor of Science in Education from the University of Memphis, and a Masters of Science in Management from National-Louis University in Chicago.

Yolunda Davis has over seventeen years of experience as a Management Analyst, has been a part of the IRS Employee Resource Center from it’s inception in 2001. Yolunda holds a Bachelor of Science degree from the University of Alabama in Birmingham.

Are You Considering ITIL  (top)

Submitted by eSharings reader: Eric Rabinowitz, Dema Education

A few months ago a client asked me for a favor.  Her company was thinking about moving towards ITIL and she asked me if I knew anybody that had successfully implemented it. Yea, finally an easy task!!!!  Over the past 5 years I have taught 800+ managers and I think I pretty much know every subject matter expert in the technical support industry.  My first action was to send out a personal e-mail to my students followed shortly by an e-mail to 5 consultant friends that I know who are considered the grand “Poobahs” of ITIL. 

I received 25 replies from my students.  Two large help desks were in various stages of moving towards a complete ITIL implementation - the rest of the projects were either on hold or their management was cherry picking those components that made business sense; like change and a version of configuration management.  What is even more surprising was that my consultant friends revealed that none of their clients had implemented ITIL completely.   

Now one might say that there is a huge market for ITIL in the USA but the skeptic in me is well, skeptical.  I believe that there was a compelling reason why ITIL started in the UK, they needed it.  Most US corporations don’t need ITIL.  Compared to the rest of the world the US corporate IT organization is mature and has been process driven for many years (ISO, Six Sigma, Method One). 

It makes more sense to incorporate pieces of ITIL than to turn your entire operation upside down - if it’s not broken don’t fix it. This is bad news for my consultant friends and the number of associations and conferences that have been popping up lately.   One ITIL training company I know is nearly out of business and another has reduced its staff for the first time in ten years.  It won’t be long until the ITIL conferences start to dry up.   

If you are thinking about implementing the ITIL methodology consider its impact on your operations.  Look to those parts of ITIL that make the most sense to support your business.  Don’t let the pundants tell you what you should and should not be doing. Do what makes sense for your business.

Eric Rabinowitz

CEO, Dema Education


Want to be published?  Send your submission to


Change Resources:


Email Resource: Email etiquette policies: Big savings and productivity Boosters,
Tom Pisello, Contributor

For the average email user, more than 30% of a given day is spent creating, organizing, reading and responding to email. This contributes to information overload, which hinders corporate productivity and competitive advantage. Thus, users are becoming more dissatisfied with email as a productivity tool.

Spam is another issue. It comprises 20% of total email volume in organizations without proper protection in place. Although spam does not take long to process, typical users waste about 10 minutes reading and/or deleting these emails each day, costing organizations approximately $1,250 per user in lost productivity each year. Read the rest of this article

Join us on an exclusive site tour of Washington DC’s
Unified Communications Center (UCC).

Only 30 Spots Available for GCSC 2007 conference attendees.

Billed as one of the premier facilities of its kind in the nation, the UCC brings together for the first time, Washington DC’s emergency, non-emergency and public-service call-taking and dispatch functions in a single location, using a unified voice and data communications system. It also house’s the city’s regional interoperable wireless communications and control infrastructure and serves as the regional command and control center, supporting federal agencies and 18 Virginia and Maryland municipalities, in the event of a regional emergency.

Email to reserve your spot for the tour.

BIG NEWS!  (top)

Unleash the Leader Within: A Better Way to Manage Customer-Support Operations

Brand new course for service and support managers loaded with fresh material for the advanced professional being unveiled at the 6th Annual Government Customer Support Conference and Expo.

Eric Rabinowitz of Dema Education and Eric Svendsen of SCInc., two of the most insightful, knowledgeable and fun instructors in the Help Desk industry will be delivering this two-day course at the Government Customer Support Conference and Expo on May 10-11, 2007 in Alexandria, VA.

Details posted here.

Hurry and sign up now - only 10 seats left!

Mark your calendars now for the
9th Annual Help Desk Professionals Conference

October 22-24, 2007 in Phoenix Arizona at the incredible Pointe South Mountain Resort

Register now and save $300


“Creating a Service Culture in a Call Center or Help Desk”

In live seminar format, Brad provides you with the tools to be able to create and sustain a service culture in a call center, service desk, or help desk world. The DVD covers powerful listening skills, cultures vs. programs, pedestal words, motivators and de-motivators, and how the customer perceives and judges us. (60 minutes long.)

Regular Price $197, this month only $50.


Multicare in Tacoma, Washington has some openings for Service Desk positions. Please share this opportunity with other IT professionals’ who may be interested.

To apply, please go to and click on Jobs tab.


Position details: User Support Analyst II

Location: Tacoma

Hours: Full time

The 6th Annual Government Customer Support Conference and Expo

Sign up before April 15th and save $200

At the upcoming Annual Government Customer Support Conference, there will be industry experts, advanced practitioners and professional speakers who will inspire you and teach the skills necessary to achieve your own ambitions.  Check out the line-up:



  • Managing the People Side of Change: Best Practices for 2007 and Beyond - Phil Eastman, Prosci

  • A Balancing ACT: Walking the Tightrope of Life - Mikki Williams, the unexpected, a one-of-a-kind talent, eclectic, original, refreshing, and outrageous speaker

  • Putting Citizens first: Establishing a common vision - Kim Nelson, Executive Director, eGovernment U.S. Public Sector, Microsoft

  • Executive Panel of Government Officials moderated by Ivy Meadors, CEO, High Tech High Touch Solutions


  • Today's Winning Practices and Tomorrow's Directions in Government Customer Support

  • National Finance Center Case Study:  Business Continuity in the Face of Hurricane Katrina

  • IRS Case Study: Building a Collaborative Culture through Employee Engagement

  • U S Navy Case Study:  Empowering Agents to Use Tacit Knowledge and Exceed Expectations

  • Leading Today's Multi-Generational Workforce

  • Introduction to Workforce Management: Supervisors Guide to Call Center Staffing and Scheduling

  • Outsourcing from A to Z

  • Winner Spotlight!  Our Katrina Story: Customer Support Continuity During an Extreme Disaster presented by the Space and Naval Warfare Systems Center in New Orleans

  • Department of the Treasury Case Study: I Have Customer Satisfaction Scores – Now What Do I Do?

Three extended workshops included in your registration:

Post conference sessions (limited seating - sign up now):

  • Unleash the Leader Within: A Better Way to Manage Customer-Support Operations (two day course)
  • Another Kind of “Smart”: Using Leadership Quotients to Get Real Results (half day)

NEW Eric Chester's Generation Why DVD (top)

Join Professional Speaker Hall of Fame Inductee and Best-Selling Author, Eric Chester, for a revealing look inside the hearts and minds of the new workforce. Discover why leading companies and organizations - and major media sources turn to Eric for insight, perspective, and strategies on recruiting, training, managing, motivating, and retaining young employees.

In three content packed chapters you'll learn:

  • Why young employees are disengaged at work and what you can do about it
  • How Turnover Sucks -Your Profits
  • How to patch potholes with pennies and praise and many more strategic and tactical insights that will improve your ability to maximize your investment in your Gen Y employees and your profits.

If you count on young employees in any part of your business then you need this resource.


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