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April 2007

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

October 22-24, 2006
Phoenix, AZ

Mark Your Calendar for 2008 GCSC

The 7th Annual Government Customer Support Conference and Expo

April 28-30, 2008
Alexandria, VA

Have you visited our website lately?

Check out the updates to Animal Advocate page, the booklist, and other f~~ ree stuff.

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:

Human Resource Considerations:

  • How to motivate others, team building, etc.

  • Staffing considerations (hiring-firing-inspiring)

  • Developing leadership skills

  • Understanding behavioral styles

  • Communications between generations

  • Mentoring and coaching

  • Stress Management

Best Practices

  • Metrics and benchmarking

  • Workforce management

  • ITIL, Six Sigma, and COBit

  • Industry best practices

  • How to use the technologies in place more effectively

  • Customer service procedures

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.


With the changing of the times and the needs of the industry, we are are changing our event name to The 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?


Ivy Meadors
High Tech High Touch Solutions, Inc.

www.ivymeadors.com or www.hthts.com

Office: 425-398-9292


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 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.

Sharing My Secret: I just learned about a brand new call management system that is going to be
f~~ ree to everyone up to 1000 users.  It's for real - Whoo Hoo! . Watch my next newsletter for more news or email me right away and I will get you in touch with the vendor who is giving it away.

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.

Comedy video clips:


July's topic:
Surefire Steps to Building Teamwork Between the Frontline and the Beyond!

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 solutions4u@hthts.com 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.

These sessions can fill up since we have a limited number of lines. If you haven't RSVP'd please do so today. Email solutions4u@hthts.com

* * * * * * * *

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


Date:  July 10, 2007

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

Call in number:  (563) 843-5600  access code 724326#

Cost:  None

Visit Kates' Website: www.katenasser.com

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

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!

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

  • 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.



Resources  (top)

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.

Ivy Meadors


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."

Seanna Sams
Call Center/IVR Business Analyst
Washington's Social and Health Services Provider Payment System

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.

  • 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.

Hurry and 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. 


Feel free to reprint this newsletter, eSharings, in its entirety with our copyright information intact.

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