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

February 2007

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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


Big News!


New awesome DVD!

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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

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



 - About Us

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    Conferences and Events

 - Signature Conference

 - GCS Conference

 - Ignite Summit

 - Tele-seminars

 - All Events


Call Centers, Service Desks and Speaker Clips

CSSP Network
(Customer Service and Support Professionals)

Meeting Planners

Free Stuff

Call Center and Service Desk Resources

- Articles

- Books

- Calculators

- Ivy's Slides

More Free Stuff

Transform Your Life and That of Others

- Animal Activist

- Leaders

- Mentors

- Millennials, Gen X, & Baby Boomers

- Motivational Quotes

- Motivational Thoughts

- Speakers

- Stress Management

- Team Building


 - Customer List

 - Customer Testimonials

Jumpstart Your 2007 Ambitions


Have you asked yourself what your biggest challenges are at work - really thought deep and hard about them - then developed a plan to address those challenges? The following excerpt from a recent newsletter from Tom Peters makes an interesting point.

"At a recent London Tom Peters conference, they asked the audience of some 500 people, most of them business leaders in their own right, to tell them about their biggest current challenges at work. Overwhelmingly, people wrote about achieving their ambitions, rather than solving this or that knotty business problem."

When I look for ways to achieve my personal ambitions I reach out to friends, peers in the industry, and attend conferences that address my personal and professional goals.  One person who helped me achieve my ambitions was Mark Victor Hansen, pictured here.


Achieve Your Ambitions Checklist:

  1. Don't push the goal/dream off until, "the kids are grown, the house is paid off, I retire, etc".  Little is ever completely finished and there will always be one more excuse to delay getting to the tasks to reach the goal.  The time to do something is right now.  Days before my father died, he said, Ivy, I have no regrets that I didn't get to do the things I wanted. I did everything I hoped to and enjoyed my life fully." Could you say that right now if you were leaving this world?

  2. This quote by an unknown writer is posted on my wall.  "What would you attempt  to do if you knew you could not fail?"  It is a constant reminder to try things that might otherwise seem too risky.  Failure is something that happens to people who don't learn from their risk taking efforts.

  3. "Ask to Get! The world responds to those who ask. When you begin to ask for what you need and want, you've taken control of your life, and are proactively steering its direction. Many wonderful and great things come to you as a result." (Mark Victor Hansen)

  4. No matter how many times it is said, people often don't take the time to do this simple task: "Write down your goal and how you plan to achieve it."  I was one of those who didn't understand the power of this task until one day I just did it. My current ambitions are now posted on my bathroom mirror and I carry a card in my purse with the goal identified.  Keep the list short so it won't overwhelm you and seem insurmountable.  Two to three things at a time is realistic.

  5. Decide what you REALLY want to do.  This is not what your family, friends, spouse, parents want you to do, but what YOU want.  It is hard to set goals when you are not sure what it is that you are most passionate about first.  For me, being a speaker and mentor are the two things I love most.  A friend asked me to identify why these are so important to me. This was a hard task.  By thinking things through and writing it down, the reasons came to me. They were generated from a deep desire to help others become better performers and have higher self-esteem.  I was sexually abused, the first time at 6 years old.  When you look inside, what you want to do most is likely driven by your desire to contribute to others having a better life.

  6. Read, read, read!  I read books about climbing Mount Everest, exploring Antarctica, and crossing deserts.  I loved "Into Thin Air", "Shackleton's Way" and "Icebound".  These types of books open your mind into the possibilities achievable if you passionately want something enough.

Additional Ambition Resources:

As my good friend Michael Callahan shared with me,

"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


P.S. Please help us grow our list of readers and forward the newsletter to 2 others and encourage them to subscribe to our secure, never sold or shared readership.

"Effective leadership emerges from a well defined center of core principles and beliefs. It is rooted in the past, engaged in the present, and anticipating the future."     -Tom Peters


Awards to winners will be presented at the Government Customer Support Conference and Expo.


  • ATF Enterprise System Architecture III Help Desk

  • Virginia Beach Public Information Office

  • IRS Employee Resource Center

Technical Excellence

  • Military Health System Network Operations Center

  • Comptroller of the Currency Customer Assistance Group

  • Georgia NaviGAtor Traffic Management Center

Customer Focus

  • Department of Transportation Information Technology Services

  • Navy Global Distance Support Center

  • IRS Employee Resource Center

Overall Excellence

  • Connecticut Business Response Center/Smart Start Licensing Center

  • FBI National Instant Criminal Background Check System Contact Center

  • IRS Employee Resource Center

BIG NEWS!  (top)

Dave Stockwell and Daryl Covey co-chair the 9th Annual Help Desk Professionals Conference and Expo.

It is our privilege to announce that Dave Stockwell from REI and Daryl Covey from NEXRAD, two incredible individuals with remarkable leadership skills, will be leading the 9th Annual Help Desk Professionals Conference and Expo.  This unique event has always been designed by a board of industry practitioners and experts to guarantee the content is exactly what the attendees are looking to learn about. Dave and Daryl are leading the board and have already put together one of the best programs to date.


==>> WOW!! Brand New Technical Support Management course to be offered 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.

You’ll learn to:

  • Lead your team dynamically and effectively in specific situations
  • Create and promote a vision for your operation, and gain acceptance for it at every level
  • Identify and implement the best service delivery model for your organization
  • Build a strategic business model for your support operation
  • Implement best practices for incident and problem management
  • Understand what is required to perform service level management
  • Schedule your staff  for maximum availability and customer satisfaction
  • Develop the personal competencies of you and your staff
  • Manage relationships across the organization
  • Implement an effective performance management program
  • Identify the importance of the various customer contact methods
  • Hire the right people to ensure high performance
  • Communicate effectively with your team by understanding how they think and respond
  • Coach your team through natural incentives
  • Thoroughly measure customer satisfaction and team performance
  • Negotiate assertively and confidently with staff, management, and customers
  • Effectively manage conflict and find creative solutions to difficult situations
  • Market your operation to maximize exposure and success
  • Create achievement-oriented teams and high-performance goals

Register now!


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. Produced in partnership with High Tech High Touch Solutions ( 60 minutes long. Regular Price $197, NOW only $50 if you purchase in February.

The 6th Annual Government Customer Support Conference and Expo

Sign up before February 15th and save $300


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!  2006 Overall Excellence Award Winner 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?

  • Mastermind sessions, the favorite part of all the GCSC events.

  • And so much more.

Three extended workshops included in your registration:

==>> Only 30 Spots Available for conference attendees only to take a site tour of Washington DC’s Unified Communications Center (UCC). <<==

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.


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