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In This Issue


Job Openings

Complimentary Tele-Seminar


The Subconscious Secret

Sign up for our newsletter

(See sample newsletters)

Event Information

The 9th Annual Signature Customer Service and Support Professionals Conference
(a.k.a. Help Desk Professionals Conference and Expo)

Sign up now to be guaranteed one of the only 350 seats.

Mark Your Calendar for 2008 GCSC

The 7th Annual Government Customer Support Conference and Expo

April 28-30, 2008
Alexandria, VA

2007 CSSPC

Association of Support Professionals

Call Center School




Customer Service Group

DEMA Education

Driva Solutions

Government Customer Support Community of Practice

Neighborhood and Worldwide Contact Center Professionals


Pathworks Software

Help Desk Northwest




VoIP Institute


HTHTS Home Page  |  Our Services  Conferences and Events  |  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  Visit their website at 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.

==>> Video clip: Story on NBC about a bad customer service experience. <<==


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


I hope you found this issue of eSharings useful. Keep those emails coming. We love hearing from you.

Have an incredible day,


Ivy Meadors
High Tech High Touch Solutions, Inc. or

Office: 425-398-9292


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.

P.P.S. The 9th Annual Signature Customer Service and Support Professionals Conference a.k.a. Help Desk Professionals Conference and Expo is one of the nation's most exclusive service and support conferences with over 75,000 invited and only the first 350 to register can attend!  The number of attendees is purposely limited to guarantee the most in-depth learning and the best networking experience where you will meet with industry professionals in a friendly and educational environment.

Will you forward this newsletter to someone else and encourage them to subscribe to our secure, never sold or shared readership? We really appreciate your help to grow our community.



Kate Nasser presents complimentary tele-seminar July 10th, 2007:
Surefire Steps to Building Teamwork Between the Frontline and the Beyond!

Presented by one of our highest scoring speakers who loads her material with invaluable content, Kate Nasser

High Tech High Touch Solutions offers complimentary tele-seminars presented by speakers of our conferences.  We use a "Mastermind" format keeping the phone lines open for discussions. We limit the number of callers. Be sure and sign up now. Simply email to say you will be joining us.

What's a "Mastermind" format? Napoleon Hill, author of the must-read book Think and Grow Rich, said, “A mastermind is the harmonious alliance of two or more minds that creates a friendly environment to gather, classify and organize new information for fast and effective implementation.”

* * * * * * * *

Date:  July 10, 2007

Time:  10:00 AM (Pacific Time) / 1:00 PM (Eastern Time)

Call in number:  712-451-6000 access code 741823#

Cost:  None

Visit Kate's' Website:

Call in number:  712-451-6000 access code 741823#

These sessions can fill up since we have a limited number of lines. If you haven't RSVP'd, please do so today. Email

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:

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

  • Help desk or customer support environment supporting various hardware, software and personal computer tools (1 year)
  • Problem management and knowledge base tools (1 year)
  • Retail Point of Sale systems and or computing systems (1 year)

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

Click to view the pictures from GCSC 2007.

Mark Your Calendar Now for GCSC 2008!


Resources (top)

Books, books, books

My library continues to grow exponentially 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)

  • The No Asshole Rule: Building a Civilized Workplace and Surviving One That Isn't by Robert I. Sutton

  • Jeffrey Gitomer's Little Black Book of Connections: 6.5 Assets for Networking Your Way to Rich Relationships by Jeffrey Gitomer

  • Little Green Book of Getting Your Way: How to Speak, Write, Present, Persuade, Influence, and Sell Your Point of View to Others by Jeffrey Gitomer

  • The White Cascade: The Great Northern Railway Disaster and America's Deadliest Avalanche by Gary Krist. (I met the historian who contributed to this book. It is an excellent true story.)

Be sure to keep checking back to our booklist on the High Tech High Touch Solutions' website.  There are always new books being added.

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.

  • When: October 22-24, 2007

  • Where:  Phoenix Arizona at the incredible Pointe South Mountain Resort

  • Why: "Explore Your Options: Service Desks and Contact Centers come together to share and learn proven solutions." We have an incredible line up of speakers, content rich sessions, loads of take aways and brand new fresh material.  We strive to lead the pack with a greater mix of non-traditional topics in our conference program to ensure you are among the most successful leaders in the service and support industry today.

  • What: Three full days made up of 50 educational sessions and workshops, gently facilitated Mastermind Sessions designed both for contact centers and service desks with a large emphasis on leadership and people skills.

  • How: The small investment for the conference, a few meals, airfare and lodging should come to about $3000. You will get ideas that save you time and resources that will greatly exceed the money paid to attend this exclusive event.  If you are having trouble getting the funds, call Ivy and she will do everything possible to make it possible for you to come.

It's necessary to register before July 15th to save $200.

Sharing Solutions and Ideas

If you have solutions or non-traditional ideas you would like to share with our readers, please email us so we can share it with the thousands of readers from all over the world who subscribe to eSharings. 


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