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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

Event Highlight

Industry Resources

Event Information

Colette Carlson

July 8th, 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

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     Conferences and Events for Service Desks and Call Centers

 - The Signature Conference

 - Government Conference

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- eSharings Newsletter

Free Stuff

Call Center and Help Desk Resources

- Articles

- Books

- Calculators

- Ivy's Slides

- Q and A


- Resource Gateway

More Free Stuff

Transform Your Life and That of Others

- Animal Activist

- Leaders

- Mentors

- Motivational Quotes

- Motivational Thoughts

- Speakers

- Stress Management

- Understanding

Meeting Planners

- Ivy's Bio

- Session Topics


 - Consulting Services

 - System Integrations


  - Customer List

  - Customers Share

Neighborhood and Worldwide Contact Center Professionals


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Call Management Systems for the Help Desk / Service Desk

Do you have the right Call Management System to service and support your customers? Are you replacing an existing product or looking for your first Help / Service Desk solution? Is your organization outsourcing your support to a company that uses a different product than you are currently using? Should you have a support tool in mind in case things don’t work out and you have to bring support back in-house?

The following information may offer you some useful information to better understand some of the support solution options.

Since the proliferation of support technology in the early 90’s, technology for service and support units has been difficult to follow. Industry Analysts, consultants, and sales people have done their best to keep up on the trends and products but not without being challenged by the constant changes.

In the early 90’s there were over 250 call management systems (i.e. systems used to track and log calls). Many of the original products went out of business or were purchased by the competition. Purchasing of the competition’s systems was driven by two key factors: getting the competitor’s customer base or adding functionality to their existing product. Some companies purchased complimentary systems to increase the extensiveness of their solutions.

Today, there are fewer options. Many have been scaled down for small centers or primarily sell to larger Help Desks and Contact Centers. There are a very small number of these affordable solutions that will accommodate a small to medium sized organization and offer all of the functionality needed, including the popular ITIL methodology.

The primary change from the 90’s is that support solutions are popping up all over the world offering advanced hosted solutions or ones that have the basic functionality needed to log calls. Many are free to low cost. A small number of the solutions at this level are ITIL compliant. Many do not offer the complete functionality often desired – they are simply ticket- tracking systems.  For many support organizations this is all that is necessary.  For those who need the more advanced systems there are fewer choices but they are good options - the best of the best have remained in existence.  Plan to see a few more acquisitions in the future though.

Bottom line: Today there are numerous products to select from but most of the mainstream solutions have the same capabilities with few differentiators. The typical differences include customer service from the provider, cost, ease of use, ITIL compliancy and corporate stability. If you search on “Help Desk Software” you will find hundreds of products. The products range from Call Management Systems to network monitors, telephony solutions and knowledge bases.

Click here to see the list of over 30 Help / Service Desk solutions and read the rest of this article.



I hope this information is useful and offer ideas for support solutions.  The next issue of eSharings will be covering Knowledge Management, including numerous resources.  Be sure to get your own copy. 

Please email me if you would like more information like this in future issues.


Be well my friends,

Ivy Meadors
High Tech High Touch Solutions, Inc. or

Office: 425-398-9292


P.S. In the previous issue of eSharings I shared the story about a young man with Downs Syndrome who took a job as a bagger at a grocery store.  One of our readers, Rich Auerbach, shared this wonderful and touching clip on this particular story.  Thank you, Rich, for sharing with us.  It's really good.


Want to learn powerful practices and hear inspiring teachings and make it harder to fill your shoes? I can't think of anyone, whose Help Desk or Contact Center is even slightly underperforming, who wouldn't walk away from the 10th Annual Signature Customer Service and Support Professionals Conference and Expo, many times more successful, with actionable solutions, fresh ideas, new business/peer contacts and be more enriched as a service and support center professional with a deeper perspective of our industry.

Check out the comprehensive program at


Ivy's first-ever co-authored book
"Success is a State of Mind"

 "Success is a State of Mind" is co-authored by Ivy Meadors along with Mark Victor Hansen, Les Brown ,Deepak Chopra and others.

If you think success is measured in wealth, fame, or possessions, you may never attain it. If, however, you think that there is more to success than what can be measured in transitory terms, you’re right! Success does not have easily defined boundaries. It’s as varied as those who attempt to define it.

Find out what some of the most successful people believe about success in this remarkable book, Success is a State of Mind. You will learn elements that are critical to your success journey such as good communication, how to conquer fear, how to break out of “business as usual,” and how to become unstoppable. You will discover how to uncover your true gifts, which involves changing your limiting beliefs and creating new empowering ones that will enable you to honor your values and live the life you truly want.

Click here to pre-order your copy today and be one of the first to receive an autographed copy. 

Industry Resources

Colette Carlson, the Featured Keynote speaker from the Government Customer Support conference, has innumerable resources on her website at Her website is worth a visit. If you missed her at the conference, you have another opportunity to hear her speak on our next complimentary tele-seminar July 8th, 2008.  Click here for more details.

Answers and Free Resources for Your Toughest Customer Service Challenges from Customer Service Expert, Myra Golden Total Customer Service Training. Visit their website for all sorts of useful information. Be sure to watch the video clip of Jack Nicholson's famously hilarious chicken-salad-sandwich speech in Five Easy Pieces about half-way down the page.

We thought you would enjoy these resources on Generations:

The 10th Annual Customer Service and Support Professionals Conference and Expo
Loews Coronado in San Diego -
September 28 - October 1, 2008

Chairing the event is Bill Price, President of DrivaSolutions and author of "The Best Service is No Service".  The unforgettable, Dave Stockwell, Help Desk Manager from REI is the Master of Ceremonies. Daryl Covey, Help Desk Manager at NEXRAD, leads the onsite Government activities.


BRAND NEW: Service Desk Certifications

Service Desk Manager and Service Desk Analyst Certification developed by Service Desk Institute from the United Kingdom.  This is some of the most advanced certification you can get for the Service Desk.  The material has been taught worldwide with positive results. Sign up today.

Pre-conference sessions:

  • Bill Price teaches, "The Best Service is No Service", a full day course built on the exclusive segments from his book of the same name.

  • Industry legend, JJ Lauderbaugh, delivers a half-day session on Managing Stress

  • Donna Holt, returns with her brand new material on "Support Center Best Practices Through Process Improvement"

Session Snapshots:

Over 50 conference sessions.  This is a snapshot of just a few of the topics and speakers who will be sharing their expertise with you.

  • Opening Keynote: Dan Stockdale, the Tiger Guy teaches "How to Tame Your Tigers". From a senior executive team dealing with hostile shareholders and challenging board members, to a group of customer service representatives working the front lines, Taming Tigers is specifically tailored to address the business challenges facing employees today in ways that produce immediate, easy-to-implement solutions.

  • International Keynote: "The World IS round! IT Support is a Global Issue.......and This is How it Affects YOU!  Howard Kendall

  • Pete McGarahan delivers the closing keynote, Escaping Groundhog Day

  • Kate Nasser returns with fresh material presenting "Dare to Transform Your Customer Service Team: Develop Change-Ability!" and "The Geography of Customer Service!"

  • "Service Restoration: ITIL Says It's Everybody's Business" will be presented by Lou Hunnebeck.

  • "Workshop on "Coaching for Results" by Randy Celaya, plus "Results Focused Training and Interviewing Process Best Practices - 4 steps to Improve Hiring Success"

  • "Unbiased Technology Review: CRM, CMS, KB and More" presented by Peggy Gritt

  • Hear how the U S Navy Global Distance Support Center delivers "Cadillac Customer Service on an Edsel Budget: Doing More with Less" from Susan Reisinger

  • Corina Stretch from Puget Sound Energy delivers a Case Study: Creating a Successful Remote Workforce Program

  • Understand How to Gain Economic Advantage by Going Green presented by Mary Jo Snavely

  • Workshop on "Tools of the Trade: Building the Business Case and Legacy System Integration" by Jerry Keely

  • Case Study: Wiki’s for the Internal and External Customer by

  • Rick Tate shares information on the Contact Center Satisfaction Index

  • Benchmarking for Excellence" delivered by the experts in benchmarking - Bruce Belfiore from BenchmarkPortal

  • Brenda Iniguez delivers the "5 Executive Business Skills You Need to Move Up"

  • "The Spirit of Service/The Pragmatics of Service: How to Demonstrate and Communicate Skillful Service Every Day" presented by Mia Melanson

  • Comprehensive workshop on Workforce Management Trends and Best Practices" delivered by Penny Reynolds

  • Learn How Starbucks Implemented a "Global IT Service Desk Support Leveraging ITIL Best Practices" by Mary Lou Blakely

Peer Communities

  • Over 20 lively Mastermind sessions to select from

  • Networking breakfasts, lunches and reception

  • Dave Stockwell's After-hours Bullpen discussions - quickly becoming a tradition at these events

  • Just for fun - networking with old and new friends at sunset on the beach (weather permitting)

  • Meet with the conference partners and see their solutions that will contribute to offering exemplary customer service

See the rest of the program now.

Complimentary Teleseminar with Colette Carlson

DATE: July 8th, 2008

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

TOPIC: The Truth About Communication: How to Speak with Strength and Sensitivity to Get the Respect, Rewards and Results you Deserve

Call-in Number: 308-344-6400. Enter access code: 1029936#

Professionals must articulate what they want succinctly and appropriately to get the credibility and respect they deserve. We have often heard about inappropriate communication, but could never identify when it rears its ugly head or more importantly, how to substitute appropriate responses. Colette exposes these secrets so you can master how to communicate for results. As a result of this program you will be able to:

  • Speak honestly, intelligently and with grace

  • Use clear and direct language to get immediate results

  • Deal with challenging situations and handle conflict better

Meet the Speaker:

Colette Carlson, M.A. is a nationally acclaimed motivational speaker recognized for her ability to inspire both men and women alike to unmask their genuine potential and achieve unlimited success through the alignment of their thoughts, words and actions.

Colette brings every lesson, module, technique and 20-years of real-life experience, including a Masters in Human Behavior, to her role as founder of Colette Carlson Communications. Colette’s relevant content and charismatic delivery keep her in front of Fortune 100 clients including PepsiCo, Boeing, Merck Inc. & Co., Chevron-Texaco and Exxon Mobil. She is the author of the soon-to-be-released book, Speak Your Truth: How to Align your Thoughts, Words and Actions into Amazing Results! and a contributing author in the book, Conversations on Success.

Her monthly column, “Tactfully Speaking” is featured in the National Institute of Business Publications, in addition to her professional advice column, “Ask Colette.” Colette was recently featured on The Success Training Network’s “Made for Success” series, and has often been interviewed on numerous national radio shows for her expertise. She is also featured in the just-released motivational movie, “Pass It ON!,” and will appear in an upcoming issue of Personal Development Magazine.


Big News! Announcing the first ever Signature Retreat

October 2008 at the Hilton Scottsdale Resort & Villas in Scottsdale, AZ

Ivy Meadors will be delivering her first two-day retreat. There is a limit of 30 attendees for this exclusive retreat.

If you would like to be on the invitation list and be the first to know about the event details, send an email to  Your email is not a commitment to attend - just a way to let us know you are interested so we can be sure we save you a seat. This event is on a first come - first served basis.

Watch for more details coming soon.


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Note:  eSharings will contain links to sites on the Internet, which are owned and operated by third parties.  High Tech High Touch Solutions, Inc. is not responsible for the content of any such third-party site.

Disclaimer Our website contains links to sites on the Internet, which are owned and operated by third parties.  High Tech High Touch Solutions, Inc.™ is not responsible for the content of any such third-party site.  A resource included in our lists does not imply a recommendation.  Sources are simply intended to provide a resource that may contribute to your work efforts, or personal and professional development.

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