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MONDAY, April 19, 2010 |
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Leadership / Soft Skills |
Technology / Processes |
Business Strategy |
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| 7:30 -
8:30 |
Registration & Complimentary Coffee and Tea |
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| 8:30 -
8:45 |
Conference Opening Ceremony with Combined
Military Colorguard |
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| 8:45 -
9:00 |
Opening Remarks: Daryl Covey, Conference
Chair |
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| 9:00 -
10:00 |
Opening Keynote Address: Dan Stockdale, The
Leadership Conservation Institute |
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| 10:00 -
10:15 |
Break |
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| 10:15 -
11:15 |
The
Turning Point
Penny Reynolds, The Call Center School |
Transforming Service through Technology
Deborah Eaton
Session Sponsored by SkilTrek |
CASE STUDY:
National Cancer Institute: Evolution of a Contact Center
Quality Assurance Program
MaryAnn Monroe, NCI |
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| 11:30 -
12:00 |
2010 Government Customer Support Excellence
Awards Ceremony |
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| 12:00 -
1:15 |
Networking Luncheon and Visit Event
Partners |
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| 1:15 -
2:15 |
Keynote Game Show: "You Can’t Make a
Difference if You’re Not … In the Game”
Game Show Host - Doug Bear, Kitsap County Government |
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| 2:30 -
3:45 |
WORKSHOP:
Understanding the Five Generations
and their Influence on the Workforce
- Part 1
Ivy Meadors, HTHTS, Inc.
Session Sponsored by Oracle |
Workforce Management Trends
Penny Reynolds, The Call Center School |
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| 3:45 -
4:00 |
Refreshment Break Sponsored by NISH |
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| 4:00 -
5:00 |
WORKSHOP:
Understanding the Five Generations
and their Influence on the Workforce
- Part 2
Ivy Meadors, HTHTS, Inc.
Session Sponsored by Oracle |
CASE
STUDY: State of Virginia: Providing Citizens with
"Best of the Web" Services
Peggy Feldmann, Commonwealth of Virginia |
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Evening Activities (optional) |
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TUESDAY, April 20, 2010 |
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Leadership / Soft Skills |
Technology / Processes |
Business Strategy |
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| 8:00 -
8:45 |
Mastermind Networking Sessions and Continental Breakfast |
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| 9:00 -
10:15 |
Top 10
Tips for Dealing with Conflict at Work – What Leaders Really
Need to Know
Carol Bowser, Conflict Management Strategies |
WORKSHOP:
Social Media: How
Government is Leveraging Powerful Communication Channels to
Deliver Services in Exciting New Ways - Part 1
Joanne McGovern, GSA |
WORKSHOP:
How to Implement a Lite Version of ITIL® v3 - Part 1 -
Malcolm Fry
Session Sponsored by TechTeam
Government Solutions |
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| 10:15
- 10:30 |
Break |
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| 10:30 -
11:45 |
CASE STUDY:
Leading by Design,
Lori Storch, Small Business Administration
2009 Teamwork and Overall
Excellence Award
Winner |
WORKSHOP:
Social Media: How
Government is Leveraging Powerful Communication Channels to
Deliver Services in Exciting New Ways - Part 2
Joanne McGovern, GSA |
WORKSHOP:
How to Implement a Lite Version of ITIL® v3 - Part 2 -
Malcolm Fry
Session Sponsored by TechTeam
Government Solutions |
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| 12:00 -
1:15 |
Networking Luncheon and Visit Event
Partners |
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| 1:15 -
2:15 |
Keynote Address: "Ignite", Yolunda Davis,
IRS |
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| 2:30 -
3:30 |
WORKSHOP:
Writing Customer-Focused E-Mail: Top Ten Tips for Government
Customer Service Agents
- Part 1
Leslie O'Flahavan
EWRITE |
From
Feedback to Action - Getting Value from a Customer Feedback
Program
Fred Van Bennekom, Great Brook Consulting |
CASE STUDY:
City of New York: Making the Connection, and Measuring It:
Customer Service in New York City Government
Elizabeth Weinstein, New York City Mayor's Office of
Operations |
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| 3:30 -
3:45 |
Refreshment Break |
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| 3:45 -
5:00 |
WORKSHOP:
Writing Customer-Focused E-Mail: Top Ten Tips for Government
Customer Service Agents
- Part 2
Leslie O'Flahavan
EWRITE |
CASE STUDY:
Easy to Implement Steps to Create Business Value through
ITIL Best Practices, Technology and Metrics
LaTanya Burton, NIH |
Resources to Sell and Deliver Successful Telework in Your
Organization
Monica Babine, WSU |
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Evening Activities (optional) |
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WEDNESDAY, April 21, 2010 |
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| 8:00 -
8:45 |
Mastermind Networking Sessions and Continental Breakfast |
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| 9:00 -
10:00 |
CASE STUDY: USPTO: Motivating and
Engaging a Virtual Workforce
Dora Best & Shana Webster Trotman |
Speech
Analytics: What did you say?
Peggy Gritt, NISH |
The
Best of Winning Practices in Government Customer Support
Daryl Covey, NOAA |
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| 10:00
- 10:15 |
Break |
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| 10:15 -
11:15 |
Riding
the Wave of Customer Experience: Measurably Moving From Good
to Great Service While Reducing Costs
John Goodman, TARP |
You
Call that a Report?
Lou Hunnebeck, Third Sky |
Better
Work Today for a Better World Tomorrow
Matt Bauer. BetterWorld Telecom |
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| 11:30 -
12:30 |
Closing Keynote Address: Leveraging
Internal Communications Through Open-mindedness, Inclusion,
and Innovation - Jeanie Engle, NASA |
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| 12:30
- 1:00 |
Conference Wrap Up & Drawing for Prizes
(must be present to win) |
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| 2:00 -
4:00 |
Site Tour |
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