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Insights, hints, tips, and resources for service and support professionals, given in the spirit of sharing information in a quick-read, content-rich newsletter.

In This Issue


Event Highlight

Industry Resources

Event Information

Jerry Keely

August 12th, 2008

Customer Service and Support Conference

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

Opportunities for partners.
Taking submissions now.

High Tech High Solutions, Inc.


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Contact us anytime. ~~~ 425-398-9292 ~~~

I made a little modification to the regular format of eSharings to make this issue a quick-read loaded with different tidbits of information.

  • For those of you who joined us for, or missed, the complimentary tele-seminar, delivered by Colette Carlson on The Truth About Communication: How to Speak with Strength and Sensitivity to Get the Respect, Rewards and Results you Deserve, she has posted the two very useful documents on DEAL and PEACEful communications on her website.

  • In the last issue of eSharings, I shared the link to an article I wrote about Call Management Systems It turned out to be very popular.  Readers shared some very interesting information and suggested a few missing products. In case you missed it, the article is posted here: List of over 30 Help / Service Desk solutions.  It has not been updated with all of the additional solutions just yet.  More keep coming in and we appreciate it.  We will also post a copy of the document as a full webpage with links to all of the products included.  We'll let you know as soon as it is posted.

  • Dwight Chamberlain from Oracle sent over these two book recommendations. We haven't read them yet but they look excellent. Thank you, Dwight!  "I've been reading a good leadership book recently that I thought you might be interested in. It's called The Anatomy of Peace: Resolving the Heart of Conflict and it's by the Arbinger Institute, the same people that published Leadership and Self Deception."

  • Understanding the different Generations and how to work together successful is at the forefront of many people's minds.  On this webpage,, we have loaded it up with a lot of useful information on the topic   The following link is to a handout we shared in a recent presentation on the topic of Understanding Generations. it's a fun one because it includes numerous video clips of the different age groups.  It also includes a chart from the U. S. Census Bureau, so you can assess what Generation you fall into.

  • Employee Motivation - What actions can you take to improve performance? Jennifer Miller, Alaska Airlines, found this interesting article in the Harvard Business Review concerning Employee Motivation. She shares that the article explains that employees are motivated by four drivers and that all must be met to retain employees. To download the entire article costs $6.50 if you are not a member. Or, you can read the first of four pages for free, which is still an interesting read. Employee Motivation: A Powerful New Model

  • One of the remarkable speakers, JJ Lauderbaugh, who will be presenting a workshop on How to Effectively Manage Stress and a session on Leading and Motivating Your Workforce at the Signature event in San Diego has a number of resources on her website.  She also offers a rich newsletter.

  • Just for fun - Daryl Covey from NEXRAD sent us this link on Mars on the brain? Red Planet pioneers to face cosmic mind tripStarts out saying, "If Dr. Robert Zubrin could take a trip to Mars, he would be sure to pack a bread maker in his suitcase. Not just because bread is a pretty reliable expeditionary food, but because the act of cooking, according to Zubrin, seems to help people get along with each other, especially when they are in slightly dire, less than luxurious and more than stressful circumstances."  Hmmm - Don't people in Service/Help Desks and Contact Centers often have a lot of food around? Daryl, you trying to tell us something?

Be well my friends and talk to you soon,

Ivy Meadors
High Tech High Touch Solutions, Inc. or

Office: 425-398-9292

Want to learn more powerful practices and hear inspiring teachings?
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


HOT - There are a limited number of rooms available at the resort for The 10th Annual Customer Service and Support Professionals Conference and Expo at the Loews Coronado in San Diego, September 28 - October 1, 2008. We have rooms for Government people at the prevailing rate as well as nicely discounted rooms for our attendees. These rooms sell out quickly. Most rooms they are holding for us have a view of the water. Please call their toll free reservation number at 800-815-6397 or their direct number at 619-424-4000 to make your reservation today.

To see the details of this beautiful resort, visit the Loews Coronado website at

Industry Resources on Knowledge Management


  • If Only We Knew What We Know: The Transfer of Internal Knowledge and Best Practice by Carla O'dell and C. Jackson Grayson

  • The Complete Idiot's Guide to Knowledge Management by Melissie Clemmons Rumizen

  • The Knowledge Management Toolkit: Orchestrating IT, Strategy, and Knowledge Platforms (2nd Edition)

  • Enabling Knowledge Creation: How to Unlock the Mystery of Tacit Knowledge and Release the Power of Innovation

Web Resources:

The 10th Annual Customer Service and Support Professionals
Conference and Expo at the
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.

Why choose this event when there are so many others to choose from and travel costs have increased?

  • 46 sessions to choose from and 5 keynotes

  • Full day workshop with Bill Price to learn how and why "The Best Service is No Service" or choose from two half-day workshops.

  • Go deeper into topics - extended mini-workshops offered in the core conference.

  • Large variety of topics ranging from global support, outsourcing, workforce management, stress management, unbiased review of technology, managing change, online service, remote workers, speech analytics, benchmarking, coaching, ITIL, Going Green, wikis and blogs, loads of case studies and more.

  • 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.

  • Learn from a distinctive line-up of respected names, industry experts and individuals from the private and public sectors with progressive Service Desks and Contact Centers.

  • Go home with fresh knowledge, complimentary handouts, templates and free books provided by the speakers PLUS a bonus flash drive loaded with the slides from the sessions  The flash drives also include additional handouts and other resources. These resource handouts, white papers, behavioral skills testing tools, customer service material, guideline documents, etc. are excellent tools to use as references and share with others.

Cost Savings

  • Get Service Desk certified and attend the conference all in one trip. Bring your staff and share the learnings. If more then 3 attend save an extra 15% off the full fare costs, including the certification training.

  • Come one day early or stay one day later and visit a local destination on us. Email our CEO, Ivy Meadors, directly at to let her know you are bringing two or more from your organization and she will buy up to four people in your group,  complimentary passes to Sea World or the San Diego Zoo - your choice.  This is only available if you email her directly.  This offer only applies to those who bring 3 or more paid attendees from the same group.  Respond between July 1st - August 31st, 2008 to be eligible for this offer.  The limit for free passes per group is five - one per paid attendee.

  • Gas prices making it hard to take the family on vacation?  Bring the family with you to stay at the incredible resort.  While you are getting an education during the day they can go play at Sea World, Disney World, San Diego Zoo, and do other fun things.  Take the evening to share the resort, the beach and visit downtown San Diego. You travel on business expenses - one less air-fare to purchase and the resort costs are covered by expenses. The cost savings will justify bringing the family on a vacation.

  • Can't travel outside of California? This is one of the last chances to attend a Help Desk or Call Center conference in California in 2008.

  • Get more training on more topics in one trip then attending numerous events and seminars.

See the rest of the program now.


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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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