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I made a little
modification to the regular format of eSharings
to make this issue a quick-read loaded with different tidbits of
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
I shared the link to an article I wrote about
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.
and how to work together successful is at the forefront of many
people's minds. On this webpage,
www.hthts.com/hthtsgenerations.htm, 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.
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
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 trip.
Starts 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?
Want to learn more powerful practices and hear
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.
- There are a limited number of rooms available at the resort
The 10th Annual Customer Service and Support Professionals
Conference and Expo
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.
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
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
Service Desk Manager and Service Desk AnalystCertificationdeveloped 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
customer service material, guideline documents, etc. are excellent tools to use as
references and share with others.
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
Come one day early or stay one day later and
visit a local destination on us. Email our CEO,
Ivy Meadors, directly at
firstname.lastname@example.org 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
cost savings will justify bringing the family on
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 tripthen attending
numerous events and seminars.
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