Hints, tips, insights, resources and non-traditional thoughts given in the spirit of sharing information.
In This Issue
October 22-24, 2006
Mark Your Calendar for 2008 GCSC
April 28-30, 2008
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After over 8 years producing the Help Desk Professionals Conference and Expo we have decided to change the name and expand the focus. When we originally started the event it was built around the non-profit Help Desk Association I founded; The Help Desk Professionals Association (HDPA). Being mindful of the industry, and not wanting to confuse everyone with having multiple help desk associations, we sold our assets to HDI in the late 90's. We retained ownership of the conference. The HDPC conference has continued to be one of the highest quality events when it comes to delivering advanced content by expert speakers in an intimate setting for marvelous networking.
In our events we purposely put more focus on leadership and people skills, leading the way for other events. In the 90's and early 2000, Help Desk and Call Center technologies were the hot topic. Once companies put their service and support tools in place, human resource considerations and better processes became the critical factor, though technology was still part of the picture.
In our roles as consultants and industry analysts, we saw this coming. We always intentionally align the session topics to stay ahead of, or closely aligned with, the needs of the industry. The people who attend our events have included those from contact centers, call centers, service portals, as well as service desks and help desk professionals.
The trends show people working in service and support are primarily interested in:
Favored topics include case studies, gently facilitated mastermind discussions and sessions delivered by industry experts. Technology is still of interest to many so we have a tech track with a variety of topics from how to do things at low to no cost to implementing VoIP.
"NEW NAME / EXPANDED FOCUS / FRESH CONTENT / SAME HIGH QUALITY"
With the changing of the times and the needs of the industry, we are are changing our event name toThe 9th Annual Signature Customer Service and Support Professionals Conference a.k.a. Help Desk Professionals Conference and Expo. Our event is perfect for people who work in either contact centers or technical support operations (help desks). We have a heavy emphasis on leadership so if you are a manager, or aspire to become one, this is the event for you.
We want you to be one of the 350 people who join us at this exclusive event in Phoenix, Arizona in October 22-24, 2007. We promise you will not regret it.
Will you join me in Phoenix?
P.S. The resort is sold out except the room block reserved for attendees to the 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. This isone 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 please forward this newsletter to someone else and encourage them to subscribe to our secure, never sold or shared readership?
These were some very popular links from a previous eSharings so we are sharing them with you again. Everyone needs a good laugh.
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 Handshake and the Walk
The Handshake and the Walk
People have commented on how I can control a room and appear "large and in charge". I have a very small stature yet still portray this image. It's the handshake, eye contact, control over the interaction and the "walk".
Women should offer their hand first and absolutely not offer a limp side-ways hand. "Shake like a man, ladies" just don't squeeze too hard to over compensate and be obvious about it. Just a good strong solid shake with direct eye contact is what it takes.
I share this topic with you because so often people working in Contact Centers and Service Desks don't have the shake and the walk down. These two small modifications will make a significant change in how others perceive you and how you feel about yourself. If you come across to others as confident and sure of yourself, your suggestions will get more respect.
Seanna Sams shares: "I've always had respect for a firm "real" handshake. The partial hand, just fingers, doesn't gain the same level of respect from me."
"I do feel that the handshake and the eye contact together make the impression. Without the eye contact, it isn't as powerful, but one of the two is better than none. When I learned to look people in the eye confidently, I felt it made a difference in how I was perceived by others."
"I also think a person's walk or stride makes a difference. "Walking with purpose" promotes the "in charge" feel as well. This behavior displays confidence and purpose."
Here is more information on handshakes:
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.
Hurry and Register before July 15th to Save $200
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