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EVENT PROGRAM

 

MONDAY, APRIL 28, 2008

Track Title

Lessons on Leadership

Developing and Elevating Solid Leadership Expertise

Leadership

High Touch Solutions

Achieving Operational Effectiveness

People

Business Strategies

Advanced Technology & Insights into Industry Trends

Process and Technology

Workshops

In-depth sessions to learn how to apply the knowledge

Track Chair

Sharon Koby
High Tech High Touch
Solutions, Inc.
Yolunda Davis
IRS
Karen Trebon
GSA
Seanna Sams
Washington Department of Social and Health Services
7:30 - 8:30

REGISTRATION (Complimentary Coffee and Tea)

8:30 - 9:00

EVENT Kick-off - Welcome from Chair, Daryl Covey, NEXRAD

9:00 - 9:50

FEATURED KEYNOTE: Speak Your Truth: The Key Action Steps For Soaring To Outrageous Results
Colette Carlson,
Speak Your Truth

10:00 - 11:00

The Greatest Leaders in History
and The Decisions That
Made Them Great
Michael Callahan, Microsoft
The Best Service is No Service
Bill Price,
Driva Solutions
How to Gain Economic Advantage by Going Green
Mary Jo Snavely
Responsible Purchasing Network
Service Management - Learning How to Leverage the Business Benefits of IT
(ITIL V.3)
Lou Hunnebeck, Third Sky

11:15 - 11:45

2008 Government Customer Support Excellence Awards Ceremony

11:45 -1:30

NETWORKING LUNCHEON AND VISIT EVENT PARTNERS

1:30 - 2:45

Women in Leadership
Tanya Lowe, Department of Labor

Case Study: How to Build an Agent Retention Strategy
Matt June,
Defense Logistics Agency

Sponsored by NISH

Today's Winning Practices and Tomorrow's Directions in Government Support
Daryl Covey, NEXRAD

Workforce Management for Non-Workforce Managers

Michele Borboa,
Contact Center Resources

3:00 - 4:00

How to Apply Non-Traditional Leadership Techniques
Ivy Meadors,
High Tech High Touch Solutions
Case Study: The Benefits of Tele-workers / Work at Home
 Dora Best and
Shana Webster-Trotman,

US Patent and Trademark Office
Governance: How to Make Decisions that Define Expectation, Empower People, and Ensure Successful Outcome
Kim Nelson, Microsoft

4:15 - 5:15

Cultivating Greatness: Proactive Vaccines to Prevent 8 Toxic Customer Service Habits
Kate Nasser, CAS, Inc.

What Does a Communication & Awareness Plan Look Like
Brenda Iniguez, FrontRange

Web 2.0 (Webchat, Blogs) - The Latest Version of Government
Karen Trebon, GSA
Unbiased Technology Review
CMS, CRM, and KM
Peggy Gritt, ZelphaMedia

 

Optional Monument Tour and Networking Dinner or Enjoy Alexandria's Old Town

 

TUESDAY, APRIL 29, 2008

Track Title

Lessons on Leadership

Developing and Elevating Solid Leadership Expertise

Leadership

High Touch Solutions

Achieving Operational Effectiveness

People

Business Strategies

Advanced Technology & Insights into Industry Trends

Process and Technology

Workshops

In-depth sessions to learn how to apply the knowledge

7:45 - 8:45

MASTERMIND SESSIONS & CONTINENTAL BREAKFAST

In-depth sessions are focused small-group presentations that take a deeper look into specific  subject matter. Since these sessions have limited capacity you are encouraged to get to your preferred session table early.

9:00 - 9:50

FEATURED KEYNOTE: Master the Skills of Mentoring Influencing Lives for Life by Building a Foundation for the Journey

Ivy Meadors, High Tech High Touch Solutions

10:00-11:00

Case Study: The 411 on Starting a 311 Operation
Jerry Keely,
Pinal County Government
Case Study:  How to Effectively Manage the Emotions of a Caller
Natalie Smith and Jennifer DiNicola, National Runaway Switchboard
Case Study: USA Contact - The Government Contract Designed Exclusively for Contact Centers
Carolyn Kaleel
Finding Freedom in Accountability: How to Achieve Organizational Success by Creating a Value-driven Team

Michael Callahan, Microsoft

11:15 - 12:15 Stress Relief and Productivity: Managing a Positive
Working Landscape
Mia Melanson, Performance Consulting
Case Study:  8 Steps to Deliver Exceptional Customer Experiences Using
Knowledge Management
Tom Maloney, EPA
Sponsored by RightNow
12:15 - 2:00

NETWORKING LUNCHEON AND VISIT EVENT PARTNERS

2:00 - 2:50

FEATURED KEYNOTE: State of the Industry and the Future of Support- Patrick Bultema, VSpring Capital

3:00 - 4:00

Motivating and Inspiring Extraordinary Performance:
Mastering the Fundamentals

Mia Melanson,
Performance Consulting

Part A: How to WOW People: Customers and Management That Aren't Like You

Part B: Dealing With Difficult Interactions with Customers and Team Members

Kate Nasser, CAS, Inc.

Customer Satisfaction Surveys: Measuring Your Organizations’ Support Performance
Tracey Williams,
CDO Technologies (Army)
Part A: How to WOW People: Customers and Management That Aren't Like You

Part B: Dealing With Difficult Interactions with Customers and Team Members

Kate Nasser, CAS, Inc.

4:15-5:15 How to Maintain
High Team Morale
Kathy Verhaal, IRS
Help Desk and Contact Center Communications Technology and Customer Best Practices
Peggy Gritt, VoIP Institute

Networking Dinner Cruise on the Potomac. Call 202-832-9800 and mention "Cgov" for reservations.

 

WEDNESDAY, APRIL 30, 2008

Track Title

Lessons on Leadership

Developing and Elevating Solid Leadership Expertise

Leadership

High Touch Solutions

Achieving Operational Effectiveness

People

Business Strategies

Advanced Technology & Insights into Industry Trends

Process and Technology

Workshops

In-depth sessions to learn how to apply the knowledge

7:45 - 8:45

MASTERMIND SESSIONS & CONTINENTAL BREAKFAST

In-depth sessions are focused small-group presentations that take a deeper look into specific subject matter. Since these sessions have limited capacity you are encouraged to get to your preferred session table early.

9:00 - 10:00

Optimizing Your Contact Center Strategy and Implementation
Barton Goldenberg, ISM
Wikis - How They are Changing People Working Together Inside and Across Organizations
Andrew Schoenbach and
Emily Fort
Case Study: Best Practices: Developing an Effective Business Continuity / Disaster Recovery Strategy
John Liuzzi, IRS
Bringing New Technology to the Call Center: If I'd Known Then What I Know Now

Seanna Sams, WA, Department of Social and Health Services

10:15-11:15 How to Attract Gen Y (Millennials) and Communicate Effectively With All Generations
Ivy Meadors,
High Tech High Touch Solutions
Sharing the Knowledge, Passing the Torch: Mentoring at IRS Appeals
Dr. Wendy Cardell, IRS
Case Study: How the Social Security Administration Built and Use a Virtual Call Center Model
Kevin Warren,
Social Security Administration
11:30 - 12:00

Closing Keynotes: 

U. S. Representative Henry Cuellar:
 Customer Service in Government -- the Latest on the Federal Customer Service Enhancement Act

12:00 - 1:00

Molly O'Neill, CIO of the U.S. Environmental Protection Agency
The Future of Government Serving Customers and the Part Technology Will Play in Making It Happen

This is not your typical closing so be sure to stay until the very end.
There will be surprise give-aways valued in the thousands of dollars given away. You must be present to win.

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