Ivy Meadors presents:
and Delivering Advanced Presentations"
February 2007 - #3
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."
In This Issue
Complimentary Tele-seminar - IRS Call Center
6th Annual Government Customer Support Conference and
The 9th Annual Help Desk Professionals Conference
Be an Event Sponsor Government Customer Support Conference 2007
www.hthts.com and select newsletters from the nav bar.
His note reminded me that In one of the facilitated discussions, during the help desk consolidation project at US West Communications where I was part of the changes coming to fruition, a senior manager threw a book across the room at one of the other people on the team. There were some very strong words exchanged as well. The level of pain and emotions in the room was beyond words. Change is emotionally hard on most people.
In the ongoing interest of sharing information, we hope the resources Russ has included will offer other resources and tools to help you embrace change in your own life. I found this particular source from his list right on the mark - Guide to Change Management in IT. The online videos on reactions to change are interesting too.
Thank you Russ, for sharing this information and for being one who enthusiastically shares information for others to benefit from.
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Excellent and timely (for me) topic, Ivy! Emphasizing the connections among change, stress and physical illness is especially welcome, as I know I sometimes forget how my own health fits into change efforts in the work I do.
I've been struggling with the always challenging human components of Change in my recent endeavors to implement process improvements (ITIL and ITSM) at an International organization. It certainly always looks manageable on paper: the PowerPoint slides, ITIL Bluebook, or MS Project Gantt Charts, for example. But once we roll-up our sleeves and get to work I'm always reminded that real change is always about and works through people. I remind myself that this is what I ultimately get paid for.
Appreciated you sharing your personal history (aka "herstory") with regards to change and your career. It's always nice to hear the first-hand accounts of dealing with -- nay, taking advantage of -- change. It's about recognizing the "tipping and inflection points" and having the courage, skill and luck to leverage them into success.
I've included some of my favorite change-related resources.
Here is a condensed list of the resources Russ shared with us. In the full version of this newsletter posted on the website, many more links are included.
RESOURCES: Organizational and Industry Change
Online Videos Change Reaction from the Frontline, from CNBC Europe
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The 6th Annual Government Customer Support Conference and Expo
Come to Alexandria, Virginia early and enjoy tours of the local area and be refreshed, ready to start on Monday morning to begin three full days of learning about the help desk, contact center and service portal revitalization underway. Book your hotel room now to get the super reduced room rate.
On Tuesday night, join Daryl Covey, the conference chair on his infamous tour of the area. These are always memorable occasions for everyone. Take advantage of the specially designed post conference programs. Attend the brand new managers course, Unleash the Leader Within: A Better Way to Manage Customer-Support Operations, designed by two of the most advanced educators in the support industry. The half-day post conference, Another Kind of “Smart”: Using Leadership Quotients to Get Real Results is a can't miss session too. Read more.
Reserve a spot on the exclusive site tour of the Unified Communications Center on Wednesday, after the closing session. The site is billed as one of the premier facilities of its kind in the nation. There are only 10 spots left on the tour so hurry and sign up now. Email GCS@hthts.com to make your reservation. (The site tour is only available to conference attendees.)
Mix and mingle with your colleagues at the networking events, including participation in the ever popular Mastermind discussions, form new relationships, and return with advanced skills and tools to apply to your own environment.
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Whether you’re an experienced hand or new to the world of service and support, the conference addresses a wide range of issues important to our field—working with constituents, creating effective communications, undertaking change, working with the end users (customers) and more.
Today's body of knowledge in our community of practice is diverse, distributed, and fluid. We all must learn together and from each other across support types and between levels of Government in order to best serve our customers. The barriers which previously separated help desks, call centers, web sites, and other types of customer portals, as well as Federal, state, and local levels, from each other are evaporating quickly as we mature into the culturally interconnected 21st Century paradigm for supporting customers in the public sector.
The annual Government Customer Support Conference is the only event which brings together the full diversity of support types across all levels of Government to give you the full vision needed to effectively support Government's customers today -- and enable you to support them efficiently across all contact channels tomorrow. We're building this year's program by carefully seeking the major issues which drive your world and screening experts to address them at a level which will enable you to serve your customers effectively and efficiently. Regardless of what type of support you provide, and whether your customers are internal or external, you'll find this a priceless opportunity to learn from both peers and industry experts.
Join us on an exclusive site tour of Washington DC’s
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 GCS@hthts.com to reserve your spot for the tour.
BIG NEWS - NEW MANAGER COURSE! (top)
Unleash the Leader Within: A Better Way to Manage Customer-Support Operations
Brand new course for service and support managersloaded 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.
October 22-24, 2007 in Phoenix Arizona at the incredible Pointe South Mountain Resort
Reader Asking: What is the specific formula used to calculate annual turnover?
Reader Answering: Penny Reynolds, industry expert in workforce management answers
The calculation is a very simple one. It’s simply the number of people that leave compared to the total number of positions. So if 80 people leave a 400-seat call center, the turnover rate is 20%. Since staff levels go up and down for some businesses, take the average number of headcount each month to look at average staffing levels, as illustrated in table below. In this example, turnover rate is 54/81.5 or 66%.
The tricky part is segmenting and examining the turnover to do root cause analysis. You’ll want to analyze internal (stay with company) vs external (leave the company) turnover and voluntary vs. involuntary turnover. Look at turnover by team to see which supervisors are better at keeping staff. Review by call type and skill to see if something here is causing particular stress or not being compensated enough.
You’ll also want to examine the stage at which people are leaving – is it right after training, or once they hit their stride after 6 months, or after burnout after two years? It’s also useful to look at what segment of staff are leaving – top performers (a problem!) versus the worst performers (not so bad).
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To get more invaluable information from The Call Center Schoolvisit their website. Penny Reynolds's has authored / co-authored some incredible books loaded with resources. We stand behind the recommendation of these books because they are that good.
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