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In today's support environment, instinct alone is not enough.

Knowledge is imperative to survival. ~~~ 425-398-9292 ~~~

In This Issue


Complimentary Tele-seminar

Complimentary VIG

Event Highlight

Industry Resources

Event Information

Penny Reynolds on
Personnel Development

May 13th, 2008

Customer Service and Support Conference

Sept. 28 - Oct. 1, 2008
in San Diego

Opportunities for partners.
Taking submissions now.

Links to HTHTS' Webpages



 - About Us

 - Contact Us

 - Consulting Services

 - System Integrations


 - CSSP Conferences

 - GCS Conferences

 - Tele-seminars

 - All Events

Free Stuff:

Industry Resources

- Booklist

- eSharings Newsletters

- Free Articles

- Ivy's Slides

- Resources

More Free Stuff:

Transform Your Life and That of Others

- Animal Activist

- Leaders

- Mentors

- Motivational Quotes

- Motivational Thoughts

- Speakers

- Stress Management

- Understanding

Ivy Onstage

- Ivy's Bio

- Meeting Planners


  - Customer List

  - Customers Share

Neighborhood and Worldwide Contact Center Professionals


"Sign up for eSHARINGS and other newsletters here." 


High Touch Customer Service

One of our team members, Virginia Nelson, told me about a touching customer service story that I just had to share with you.  I hope it will stimulate some high touch service ideas to use in your own environment.

The story is about a young man with Downs Syndrome who took a job as a bagger at a grocery store.  Joe (not his real name) wanted to be the best bagger possible.  He decided he wanted to make a difference in people's lives so he had his dad help him write inspirational quotes that he could put in each person's bag.  People loved this extra touch so much that they would wait in line just to get one of Joe's notes in their bag. 

Read the entire story on then ask yourself - what are you doing to put a little inspiration into the lives of your customers?

High Touch Service Stories and ideas

Make it a special day and "high touch" someone's life,

Ivy Meadors
High Tech High Touch Solutions, Inc. or

Office: 425-398-9292


P.S. Thought motivating article by Amanda Gore. "Everything Is Always About Perceptions...Which Lead To Feelings - Usually Our Own!"


CALL FOR SPEAKERS: The 10th Annual Signature Customer Service and Support Professionals Conference and Expo is inviting interested people to submit their speaker proposals.  If you are interested in being considered, email to submit a proposal. Session speakers receive a complimentary pass for presenting.  There are only 4 sessions left, so submit now if you want to be part of this unique event.

Complimentary Tele-Seminar

TOPIC: Penny Reynolds, The Call Center School presents "Blueprint for Success - Charting a Course for Personnel Development"

DATE: May 13th, 2008

TIME: 10:00-11:00 PT / 1:00-2:00 ET

This session will discuss how to build a call center personnel development program, ranging from new employee orientation to ongoing training, to long-term career development and planning.

New products to learn - Writing skills to develop - Customer service skills to acquire. Does your current staff have the necessary set of skills and knowledge they need? Has your training plan been updated to cover all the new skills needed to be successful in today’s competitive, multi-channel contact center environment? What plans do you have for ongoing assessment of performance gaps and needed training? How will you provide career growth and development?

  • Outline the step-by-step process of performing a training needs analysis.

  • Identify areas to evaluate to determine if current training meets your call center and business needs.

  • Outline initial training components versus ongoing training and education requirements.

  • Describe ways to provide a variety of career opportunities within the call center.

  • Identify ways to incorporate adult learning principles into your training and development program.

As a Founding Partner of The Call Center School, Penny Reynolds heads up curriculum development. She develops and teaches courses on a wide variety of call center topics and speaks at many industry conferences and association meetings. Penny has spent over twenty years in the call center and telecommunications industry, and is known as an industry expert on topics such as workforce management, application of call center technologies, and general call center operations and people management.

Penny is the author of several call center management books, including Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff, Call Center Staffing: The Complete, Practical Guide to Workforce Management and The Power of One. She has also co-authored several other books with Maggie Klenke and Pamela Trickey, including Business School Essentials for Call Center Leaders, Strategies for Managing Call Center Personnel, Call Center Operations Management I and II, and Call Center Management Overview and Applications.

 Call-in Number: 308-344-6400
Access code: 1029936#

Limited number of lines - call in 5 minutes early.

Access Slides:

May 2008 VIG (Virtual Interest Group)


Can't travel but want to hear outstanding presentations going on in local communities?  High Tech High Touch Solutions has created VIGs. They are complimentary to everyone and very educational.

Our next VIG is May 21st, 2:00 - 4:00 PM (Pacific Time).  We use the same telephone number as the one for our complimentary tele-seminars. (See the information below and above highlighted in yellow.

Meeting format: We do introductions and make some announcements.  The speaker delivers their presentation starting at 2:15 - 2:20 PM and goes until about 3:00. We take a 15-20 minute break and then go for another 40-45 minutes.  A few remarks are made at the end of the meeting and we wrap-up by 4:00 PM.  The sessions looks like this: 15 opening remarks, 45 minute speech, 15-20 minute break, 45 minute speech, and closing remarks for about 5-10 minutes.


Featured Topic: You Don't Have to be the Boss to be a Leader

Award-winning entrepreneur, Sleep Country USA founder and Northwest icon, Sunny Kobe Cook, shares inexpensive, practical tips to improve your business through employee motivation.

Learn what REALLY motivates employees - simple techniques you can use today to improve productivity, customer service and reduce turnover! These same practices helped her business become the first retailer ever voted "Best Place to Work" in Washington.

Her message is one of practical, proven, inexpensive techniques anyone can use proving once again - you don't have to be the boss to be a leader!. About the Speaker Sunny's American success story from working class secretary to award-winning entrepreneur is inspiring. Her information is practical - applicable to every type of business and most importantly, has been tested and proven to work!

Call-in Number: 308-344-6400
Access code: 1029936#

Limited number of lines - call in 5 minutes early.
No slides will be used for this presentation.

Industry Resources

Transforming Lives Through a Better Understanding of and Effectively Communicating with Different Generations




Bill Price, DrivaSolutions and Author of "The Best Service is No Service" chairs

The 10th Annual Customer Service and Support Professionals Conference and Expo will be at the Loews Coronado in San Diego.

September 28 - October 1, 2008


"I can't think of anyone, whose Help Desk or Contact Center is underperforming right now, who wouldn't walk away from this event many times more successful, with actionable solutions, fresh ideas, new business contacts and be far more highly enriched as a service and support center professional."          - Ivy Meadors


Your education is worth the investment of 1495.00.  Save~ 200 now and register today.


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