Hints, tips, insights, resources and non-traditional thoughts given in the spirit of sharing information.
"Yes, that's me 20 years ago holding a lion cub."
In This Issue
6th Annual Government Customer Support Conference and
The 9th Annual Help Desk Professionals Conference
Government Customer Support Conference 2007
Do you bring your pets to work?
Did you know that bringing pets to work could increase the productivity of your staff in the workplace? In the Help Desk and Contact Center industry, increased productivity, retention and elevated job performance are at the forefront of managers in service and support centers. Is it possible that letting people bring animals to the workplace might contribute to these factors being realized?
Consider these facts:
An American Pet Products Manufacturers Association survey of businesses allowing pets in the workplace confirmed the benefits:
Sources: American Pet Products Manufacturers Assoc.; Pet Sitters International for Take Your Dog to Work Day 2001
We have multiple clients who permit animals in the workplace and are very successful with their programs. There must be policies in place to manage pets in the workplace to respect people who have allergies to animals or a fear of some species (i.e. A cage with snakes or tarantulas on your desk might not be a good idea.) One of our clients has pet cages set up outside in a very safe, dry area. There is a small field for playing with the dogs too. It's perfect for animal bonding and de-stressing and eliminates the allergy concern by having the animals deskside.
We permit animals in our office atHigh Tech High Touch Solutions. One time we didn't communicate about who was bringing what kind of pet in the office. I arrived with my dog and Christine had her very well trained bird loose near her desk. We got one heck of an adrenalin rush, trying to stop the dog from getting the bird flying all over the room.
I have a very good friend who leaves the office every day for lunch to go home and relieve his dogs. After work he hurries home to again take care of his dogs. This person is an absolute animal lover. He is also a very hard worker. What if he could bring his animals to work? Likely, he would not feel the level of concern to leave the office at specific times to deal with his dogs if they were just outside of the building or even under his desk. It is probable that he would be more relaxed at work and be even more productive.
The following resources offer considerations for having pets in the workplace.
I have always loved animals and find they keep me grounded. I bring my pets to work and find I can stay much more productive. They also force me to take the needed stretch break that may not have happened otherwise. One of these days I'll tell you about the bear cub and deer I raised and turned back into the wild. I have loads of animal stories.
Will you email me (firstname.lastname@example.org) if you bring your pet work? How does it work at your company? Have you seen any specific changes in attitudes or stress levels? If you have any pictures, we would love to see them.
Our good friend, Dr. Fred Van Bennekom, principal of Great Brook, will be delivering his acclaimed Survey Design and Survey Data Analysis Workshops in Charlotte, NC at the Morehead Inn, April 10-12, and in New York City, June 11-13. For details please go towww.greatbrook.com/events.htm where you find the latest venue information, links for workshop descriptions and registration information. Dr. Fred will also deliver a Design for Supportability Workshop in San Diego on May 6.
The 6th Annual Government Customer Support Conference and Expo
Training and travel budget cuts? Limited resources making it hard to get out of the office? Is it difficult to justify attending a conference when the funds aren't available or the continuing resolution is holding things back?
Leadership development programs create employee engagement through trust-building, providing mentors and a systematic approach to feedback that helps leaders connect with employees, which encourages them to stay. If companies invest in developing their leaders, they can maintain their staff and reduce turnover.
Making a small investment of about $2500 and spending three days with brilliant and experienced people affords the ultimate learning investment to contribute to the rest of your career. If you don't find your time well spent after three days, we will give you back the money invested in the conference.
Contact Ivy directly (Ivy@hthts.com) if you would like some help in finding a means to attend GCSC 2007 this year. She will help design a creative option just for you to make it possible to attend one of our educational events.
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What does the Space and Naval Warfare Systems , IRS, Office of Personnel Management, Center for Medicare and Medicaid Services, National Finance Center, FEMA, US Navy, Miami Dade County, and the Federal Consulting Group / Department of Treasury have in common? They are all delivering case study presentations at GCSC 2007 sharing success stories and teaching how you can use these techniques in your own centers.
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GCSC has an incredible half-day post conference on "Another Kind of “Smart”: Using Leadership Quotients to Get Real Results" Read more.
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The 2007 Customer Support Excellence Awards will be presented at GCSC 2007
There are only a small number of hotel rooms left at the super reduced room rate and the incredible deal expires on April 9th. Click to book your hotel room now.
READER SHARING (top)
Astronaut Farmer was wonderful!
As a Help Desk Manager at a startup during the dot-com bust a few years ago, I arranged to have my team of 12 watch a similar Shackleton movie. It was a very difficult time: we'd just gone through 30% layoffs with more looming, morale was rock-bottom and FUD (fear, uncertainty and doubt) grew daily.
Each and every member of the team was moved, renewed and, most importantly, re-inspired. We adopted the mindset of Shackleton and his crew: if we were going out, we were going out fighting!
Eventually, the rest of the company caught wind and "screenings" were set up company-wide. A book club was formed where even more "lessons" were discovered and shared.
Six years later the company is worth over $2B and headcount has grown 800%. And, I'm happy to say, many of my former team members are still there...sailing on that good ship Endurance.
COMPLIMENTARY TELE-SEMINAR HOSTED BY ASPECT SOFTWARE
Aspect Software hosts a LiveWIRE webcast series on educational topics for contact center and IT help desk decision makers. To register for their upcoming webcasts or to view any of their archived replays, go towww.aspect.com/go/livewire.
Speaker:Donna Fluss, president of DMG Consulting LLC and author of The Real-Time Contact Center
Topic:Work-at-Home Agents: Today’s Reality
Date:Thursday, March 29, 2007
Time:10:00 am PT / 12:00 pm CT / 1:00 pm ET
High Tech High Touch Solutions invites you to attend this session. You will find your time well spent. Donna Fluss is very knowledgeable and well versed in her field.
NEW LEADERSHIP 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.
RESOURCES - ARGH! I'M STRESSED OUT! (top)
Sharing Solutions and Ideas
If you have solutions or non-traditional ideas you would like to share with our readers, please email me so we can share it with the thousands of readers from all over the world who subscribe to eSharings.
9th Annual Help Desk Professionals Conference?
October 22-24, 2007 in Phoenix Arizona at the incredible Pointe South Mountain Resort
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SUBSCRIPTION INFORMATION (top)
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