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In today's support
environment, instinct alone is not enough.
"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.
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
Lisa@hthts.com
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.
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!
Brand new book:
"The
Best Service is No Service" by author, Bill Price, and
the Chairman and speaker of the Annual Customer Service and
Support Professionals conference (details below).
"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
HURRY - EARLY
BIRD DISCOUNT IS ONLY AVAILABLE UNTIL
MAY 31st, 2008
Your
education is worth the investment of 1495.00.
Feel free to reprint this
newsletter,
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in its entirety with our copyright
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