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Detailed Conference Program

 
           
 

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MONDAY, MAY 7th, 2007

 
  Time   Track Speaker

Session Title

Emphasis Area  
  7:30 - 8:30      

REGISTRATION & CONTINENTAL BREAKFAST

 
  8:30 - 9:00      

"Presentation of Colors"

Welcome & Introduction with the Conference Chair, Daryl Covey

 
  9:00 - 9:50    

FEATURED KEYNOTE: Putting Citizens First: Establishing a Common Vision for Citizen Services

Kim Nelson, Executive Director, eGovernment U.S. Public Sector, Microsoft

 
  10:00 - 11:20 Lessons on Leadership

Advanced Leadership Strategies for
Increased Productivity

Clara Martinez, Management Concepts, Inc.

Help Desk, Contact Center, Service Portal

 
  Technological Solutions

Case Study:  Maximizing the NaviGAtor Traffic Management System for Real Time Accurate Information

Anthony Bradford, Georgia Department of Transportation

Help Desk, Contact Center, Service Portal  
  Business Strategies,
Best Practices & Processes

Award Winner Spotlight! 
2006 Overall Excellence Award Winner:
Our Katrina Story: Customer Support
Continuity During an Extreme Disaster

Jack Waldbridge and Jamie Passaro
Space and Naval Warfare Systems Center, New Orleans

Contact Center, Service Portal  
  11:30 - 12:00

 EXCELLENCE AWARDS CEREMONY

 
  12:00 - 1:30 NETWORKING LUNCHEON and VISIT EVENT PARTNERS  
  1:30 - 2:45 Lessons on Leadership

Attracting Talent: A 21st Century Approach

April Harris, The Office of Personnel Management

Help Desk, Contact Center, Service Portal  
  Technological Solutions

Case Study: Getting Results: Leveraging Technology to Transform Customer Service

David Nelson, Center for Medicare and Medicaid Services

Sponsored by Oracle

Help Desk, Contact Center, Service Portal  
  Business Strategies,
Best Practices & Processes

Outsourcing from A to Z:
Using 3rd Parties to Handle Government
Help Desks and Citizen Support

Bill Price, Driva Solutions

Help Desk, Contact Center, Service Portal  
  3:00 - 5:00
Workshops
Lessons on Leadership

Emotional Intelligence in
the Workplace

Eric Rabinowitz, Dema Education

Help Desk, Contact Center, Service Portal  
  Technological Solutions

VoIP and the Government
Support Professional

Peggy Gritt, VoIP Institute

Help Desk, Contact Center, Service Portal  
  Business Strategies,
Best Practices & Processes
 

TBA

 

Help Desk, Contact Center, Service Portal  
  5:00 - 6:00  

 

"Process Olympics" with Eric Rabinowitz

 
               
 

TUESDAY, MAY 8th, 2007

 
               
  7:45 - 8:45       Mastermind Sessions with Continental Breakfast
Intimate discussions for in-depth discussions in small groups.
 
  8:50 - 9:50  

FEATURED KEYNOTE:  A Balancing Act: Walking the Tightrope of Life

Mikki Williams, A Speaker Who Lifts You Up and Never Lets You Down

 
  10:00 - 11:15 Lessons on Leadership

Leading Today's Multi-generational Workforce

Terri Nimmons, Management Concepts, Inc.

Help Desk, Contact Center, Service Portal  
  Technological Solutions  

Case Study: Knowledge Management / Self-Service

Chris Sortzi

 

Sponsored by Right Now Technologies

Help Desk, Contact Center, Service Portal  
   
  11:15 - 11:30 MORNING BREAK  
  11:30 -12:30 Lessons on Leadership

Communications that Make a Serious Impact: Develop and Deliver Advanced Presentations to Executives, at Staff Meetings or From the Platform

Ivy Meadors, High Tech High Touch Solutions

Help Desk, Contact Center, Service Portal  
  Technological Solutions  
  Business Strategies,
Best Practices & Processes

Work At Home:Will This Hot Trend Work for My Customer Support Operations?

Bill Price, Driva Solutions

Help Desk, Contact Center, Service Portal  
  12:30 - 2:00 LUNCHEON AND VISIT EVENT PARTNERS  
  2:00 - 2:50  

KEYNOTE: Managing the People Side of Change: Best Practices for 2007 and Beyond

Phil Eastman, Senior Instructor, Prosci Research

 
  3:00 -4:00 Lessons on Leadership

Case Study: Building a Collaborative Culture through Employee Engagement

Yolunda Davis and Deborah Eaton, IRS

Help Desk, Contact Center, Service Portal  
  Technological Solutions

Case Study: Delivering Recovery Servicesto Disaster Victims and Improving Customer Satisfaction

Kathy Fields, FEMA

Contact Center, Service Portal  
  Business Strategies,
Best Practices & Processes

Today's Winning Practices and Tomorrow's Directions in Government Support

Daryl Covey, NEXRAD

Help Desk, Contact Center, Service Portal  
  4:00 - 4:15 AFTERNOON BREAK  
  4:15 -5:30 Lessons on Leadership

Case Study: Empowering Agents to Use Tacit Knowledge and Exceed Expectations

Susan Reisinger and Gregor McLeod, US Navy

Help Desk, Contact Center, Service Portal  
  Technological Solutions  
  Business Strategies,
Best Practices & Processes

Case Study: Hiring People with Disabilities to Improve Service Levels and Lower Costs

Mark Middendorp, NISH and Peggy Gritt, VoIP Institute

Help Desk, Contact Center, Service Portal  
         

 

   
 

WEDNESDAY, MAY 9th, 2007

 
  8:00 - 8:50       Mastermind Sessions with Continental Breakfast
Intimate discussions for in-depth discussions in small groups.
   
  9:00 -10:00 Lessons on Leadership

 

Case Study: How to Maximize the Benefit of eLearning

Wendy Raymer and Karl Kleinbeck, Washington Mutual

Help Desk, Contact Center, Service Portal  
  Technological Solutions

Case Study: Metrics and Benchmarking

Becky Jo Glover, Miami Dade County

Help Desk, Contact Center, Service Portal  
  Business Strategies,
Best Practices & Processes

 

Panel: ITIL in Use in Government Agencies

Moderator: Ivy Meadors

Panelists: Judy Hogan, Tony Bigonia, and Marcy Avelar

Help Desk  
  10:00 - 10:15 MORNING BREAK  
  10:15 -11:15 Lessons on Leadership

The Secrets of Successful Stress Management

Donna Holt, Help Desk Xlence

Help Desk, Contact Center, Service Portal  
  Technological Solutions

Case Study: I Have Customer Satisfaction Score - Now What Do I do?

Ron Oberbilling & Sheri Teodoru, Department of the Treasury / CFI Group

Help Desk, Contact Center, Service Portal  
  Business Strategies,
Best Practices & Processes

Introduction to Workforce Management: Supervisors Guide to Call Center Staffing and Scheduling

Maggie Klenke, Call Center School

Help Desk, Contact Center, Service Portal  
  11:30 -12:00

Closing Remarks and Give-aways

 
  12:00 - 1:00

KEYNOTE:  Executive Panel: Building the Business Case

Moderator: Ivy Meadors

 
  2:30 - 4:00

Site Tour Exclusive UCC Consolidated Communications Center Site Tour

 
 


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