Conference Overview

The ONLY Conference Designed Specifically for Government Customer Service and Support Centers

Call Centers, Contact Centers, Service Desks, Help Desk, and Web Service Portals

High Tech High Touch Solutions offers comprehensive customer support conferences and expos. Our goal is to revolutionize the service and support business by sharing a wealth of valuable information on industry best practices relative to people, process, information, and technology through educational forums, with online communications and by facilitating networking in our industry.

Letter from the Chair

Dear Government Colleagues:

Today's body of knowledge in our community of practice is diverse, distributed, and fluid.  We all must learn together and from each other across support types and between levels of Government in order to best serve our customers.  The barriers which previously separated help desks, call centers, web sites, and other types of customer portals, as well as Federal, state, and local levels, from each other are evaporating quickly as we mature into the culturally interconnected 21st Century paradigm for supporting customers in the public sector.

The annual Government Customer Support Conference is the only event which brings together the full diversity of support types across all levels of Government to give you the full vision needed to effectively support Government's customers today -- and enable you to support them efficiently across all contact channels tomorrow.  We're building this year's program by carefully seeking the major issues which drive your world and screening experts to address them at a level which will enable you to serve your customers effectively and efficiently.  Regardless of what type of support you provide, and whether your customers are internal or external, you'll find this a priceless opportunity to learn from both peers and industry experts.

Watch our program evolve at www.hthts.com/gcs2007program.htm and plan to join us in quaint Alexandria, Virginia during beautiful early May for a tremendous learning and networking experience.  I hope to see you there!

Daryl Covey
Conference Chair
Facilitator, Government Customer Support Community of Practice

Date and Location

May 7-9, 2007
Hilton in Old Town Alexandria, Virginia

Overview

Leaders of help desks, call centers, web service portals, and other touch points for Government's internal and external customers come together yearly at the 6th Annual Government Customer Support Conference and Expo (GCSC) to learn, share, and synergize as a community of practice!

The Annual Government Customer Support Conference and Expo delivers unprecedented educational opportunities for all levels of service and support government professionals. The mission is to significantly contribute to your goals to establish advanced federal, state and local government service and support centers and service portals.

What to Expect

• Almost three days of powerful insights, ideas and motivation.

• Mastermind sessions to select from for in-depth discussions on the hottest industry topics.

• Sessions on topics that focus on contact centers, help desks and service portals, with topics applicable across all three fields - you design the program that is going to have the greatest benefit for you.

• Numerous opportunities to meet and share with others who are responsible for the ultimate success of their centers.

• A primary focus and emphasis on delivering advanced leadership techniques.

• Case studies from award winning customer support organizations in the Government.

• Experts sharing their perspectives on key practices and trends.

• Annual Excellence Awards Ceremony recognizing the best Government organizations in three categories: Customer Service Excellence, Team Work, Technical Excellence and the paramount organization will be awarded the Overall Excellence Award.

What You Will Learn

• How the leaders in today's Government customer support achieve and maintain excellence.

• What does and doesn’t work from "live from the frontline" perspectives.

• Proven strategies, the latest technologies, new approaches and forward-thinking ideas.

• How to groom our next wave of leaders.

• Who else in Government shares your challenges and how they are dealing with them.

• Lessons from our industry in both the public and private sectors applicable to your environment.

• The roles of leadership and strategic vision in delivering responsive customer care.

What you won't learn: "More of the same old stuff"

Why You and Your Colleagues Should Attend

• Meet and share valuable best practices with colleagues throughout the Government.

• Learn to strategically anticipate the evolution of customer needs.

• Learn how to respond to organizational pressures regarding outsourcing and consolidation and critically evaluate these options.

• Hear about the "ITIL" framework and the current revolution to adopt it within Government agencies.

• Learn about exciting new initiatives to create Federal performance metrics.

• Hear how to most effectively assimilate and measure customer feedback.

• Learn how an award-winning Government Web portal provider offers advanced services across multiple sites seven days a week, twenty-four hours a day.

• Culture reflects the values and operating style of an organization and is the foundation upon which everything else is built.  Understand how having a suitable internal culture maximizes your organization's effectiveness.

Who Should Attend

Primary job titles extending across personnel and management at all levels of Government responsible for customer service and support, include:

• Executive / Corporate Management in State, Local and Federal Agencies

• Line of Business Managers

• Help Desk and Call Center Managers and Frontline professionals

• Staff and Managers of On-line Government Services

• Managers of Technical Support

• Contracting Officers and Representatives

• Consultants / Service Providers / VARs / Outsourcers / Education and Training organizations

• Vendors who offer technology and services for Government service and support organizations

• Others Interested in Excellence for Government Customer Service and Support

What Makes This Event Unique

• All speakers are screened and pre-qualified to ensure all material presented will deliver useful information.

• Speakers are highly qualified to deliver their presentations - know their material well and are skilled presenters.

• Content is shared orally as well you receive templates, handouts, and resource listings you take back to use in your own organizations.

• All material is provided on a Flash Drive for ongoing access.  There are no printed proceedings.

• Interactive sessions where your questions and comments are openly discussed.  "No talking heads for speakers."

• The event is designed from the input of people in the industry who have identified the most critical content to establish advanced call centers, help desks and service portals

• No more of the same old thing.  Learn the ways to begin advancing your organization to deliver the highest level of proactive service.