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The Free Stuff
Check out what's "Hot" in 2007 for the Help Desk and Contact
Center Industry! The customer service and
support industry continues to evolve but it sometimes seems we continue
to see the same issues year after year. Here are some old issues
being addressed with new solutions. Some of these options will benefit
those on a budget or looking to reduce costs. ============= Technology - Free Call
Tracking System A brand new help desk
hosted solution for call tracking will be available to the industry
starting June 15th, 2007. The system will be offered at no cost and you can have
unlimited users on the system. Tony Nemelka,
previously VP of Asia Pacific for Adobe Systems, is the CEO and
President of Pathworks Software. Larry Garlick, founder and CEO
of Remedy in 1990, is one of the key advisors, on the team who is developing this
new software. Want to be one of the first
200 to get the software for no fee? Contact John and tell him you heard about their system from Ivy. You
can contact John Higgins at
jhiggins@PathworksSoftware.com. Visit their website at
Check out what's "Hot" in 2007 for the Help Desk and Contact Center Industry!
The customer service and support industry continues to evolve but it sometimes seems we continue to see the same issues year after year.
Here are some old issues being addressed with new solutions. Some of these options will benefit those on a budget or looking to reduce costs.
Technology - Free Call Tracking System
A brand new help desk hosted solution for call tracking will be available to the industry starting June 15th, 2007. The system will be offered at no cost and you can have unlimited users on the system.
Tony Nemelka, previously VP of Asia Pacific for Adobe Systems, is the CEO and President of Pathworks Software. Larry Garlick, founder and CEO of Remedy in 1990, is one of the key advisors, on the team who is developing this new software.
Want to be one of the first 200 to get the software for no fee? Contact John and tell him you heard about their system from Ivy. You can contact John Higgins at jhiggins@PathworksSoftware.com. Visit their website atwww.pathworkssoftware.com/solutions.php for more information.
People - vReps vs. Virtual Reps
In the area of human resource considerations the hot topics are; V-Reps (technology) and Virtual Representatives (live person), eCoaching, formal mentoring, and understanding different generations and finding out what motivates them. I (Ivy) will be delivering the Keynote at The 9th Annual Signature Customer Service and Support Professionals Conference a.k.a. Help Desk Professionals Conference and Expo on these exact topics. There will be stories that touch you in such a way that you will want to become a mentor. The content will help you understand individuals at a deeper level to motivate them with greater success. The information in this presentation will make superior customer service achievable.
V-Reps is technology that provides answers to your customers using recorded voices (think IVR / CTI on steroids). Another way to think of V-reps is a means for self-service. It is thought that by using this means for service it will improve service and reduce costs. Hmm, what do you think about this?
V-Reps - the New Age Customer Rep
Virtual Reps (work-at-home agents also referred to as tele-workers)
The term "virtual reps" is also used to refer to people who work at home.
Process - ITIL V3 is here for IT and WFM and customer service still gets priority attention
If you work in the IT Help Desk industry you've already heard the buzz is about ITIL V.3. It isn't hard to find loads of information on the topic using Google.
If you work in Contact Centers, workforce management procedures and customer service remain at the top of most lists.
Online Expertise - CRMAdvocate offers loads of resources
One of the best online resources you will find for the Contact Center and Help Desk industry is CRMAdvocate, founded and published by a good friend, Gary Lemke. One of my favorite parts in the newsletter is "Our Take". He takes on some of the most controversial issues and always offers stimulating thoughts on topics in our industry. Their website includes live interviews, articles, research notes and much more. Visit them at www.crmadvocate.com.
I hope you found this issue of eSharings useful. Keep those emails coming. We love hearing from you.
Have an incredible day,
P.S. The Pointe South Mountain resort is sold out except the room block reserved for attendees to our conference. Make your room reservations now to be guaranteed a room at the beautiful Pointe South Mountain Resort in Phoenix.Be sure to take the virtual tour of the resort to see what is awaiting you.
Job Openings (top)
Help Desk Program Manager for U.S. Geological Survey
The U.S. Geological Survey (USGS), a bureau within the U.S. Department of the Interior, is seeking a high-performing GS 13/14 to lead its developing Help Desk Program to eventually provide IT support to 10,000+ USGS staff across the United States. The position can be located in Reston, VA, or Denver, CO and will close on June 28, 2007. For details, visit: https://jobs1.quickhire.com/scripts/usgs.exe/runuserinfo?Haveusedbefore=5
The announcement numbers for the vacancy are as follows: Announcement for current or former Federal employees: HQ-2007-0302 Announcement for all U.S. Citizens: HQ-2007-0303
Questions may be addressed to Kimberly at (703) 648-6131.
Starbucks Enterprise Help Desk Level One Analyst
Starbucks is currently hiring for a Level One Analyst position at the Enterprise Help Desk. In addition to applying online, please feel free to send me an email and your resume to get it on my radar.
Job Summary and Mission:
This job contributes to Starbucks success by acting as a first point of contact within the Enterprise Help Desk (EHD) for information systems user problems. Responds to routine hardware/software problems and/or questions related to Point of Sale (POS) and End-User Support (EUS), including field LAN/WAN (local area network/wide area network) offices and roasting plants globally. Models and acts in accordance with Starbucks guiding principles.
Summary of Experience
Daniel J. Brown
Enterprise Help Desk Supervisor
Starbucks Coffee Co.
The 7th Annual Government Customer Support Conference and Expo
April 28-30, 2008 in Alexandria, Virginia
Mark Your Calendar Now for GCSC 2008!
continues to grow
Books, books, books
My library continues to growexponentially with all the excellent books being released. I buy books like some women buy shoes and some men buy tools. Check these out. They are really good. (Ivy)
Be sure to keep checking back to our booklist on the High Tech High Touch Solutions' website. There are always new books being added. www.hthts.com/hthtsbooklist.htm
The "Subconscious Secret" is how the Secret really works! (top)
By Scott Sulak, BCH, CHT
If you have seen the movie and were moved to change, but found no success, perhaps you are fighting your subconscious mind. Perhaps it is time to let your "other mind," your subconscious mind, in on the secret.
I was impressed at how quickly “The Secret” took off in the recent past. Mostly everyone I talked to had an opportunity to see the movie and instantly feel a sense of hope that if they could just change the way the see things, “things” would be different in their life. The movie depicts the secret as something simple and something ancient which is not tied to any particular sect or stratification and is available to everyone. While I agree that it is simple and IS available to everyone theoretically, it seems like just watching the movie and from then on experiencing abundance and joy every moment from then on is something...well, something you might see in a movie. Read the rest of the article.
The 9th Annual Signature Customer Service and Support Professionals Conference a.k.a. Help Desk Professionals Conference and Expo
ATTENTION: Contact center, customer service, call center, service desk and help desk professionals – do you want to be a part of a professional community that receives outstanding educational opportunities year after year, advances your leadership skills and provides tons of opportunities to network with your peers in a small and intimate setting? Then you cannot afford to miss this conference. Join us at the event that keeps on delivering even after it's over.
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