Produced by High Tech High Touch Solutions

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EVENT OVERVIEW

The ORIGINAL Conference Designed Specifically for Government Customer Service and Support Centers:

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

High Tech High Touch Solutions offers comprehensive customer support conferences. 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

To All Who Serve Customers in Government:

I hope you’ll plan now to join me for the Annual Government Customer Support Conference April 14-15 in quaint, beautiful, and historical Alexandria, Virginia.  In the proud tradition of GCS, this unique learning experience will be all about you and what you do!

The expectations of Government’s customers and the challenges of meeting them continue to soar, whether you answer county phones or deliver multi-channel support to millions for a Federal agency.  Our call centers, help desks, web portals, and other customer touch points at all levels of Government have never been more visible than now.  Yet we each struggle to accommodate rising customer expectations for our services with static or shrinking resources. 

The solution is better skills for coping with today’s challenges and creating tomorrow’s opportunities.  It includes things like optimizing how we apply resources, making business cases for balancing service effectiveness with efficient use of resources, and aligning customer care across contact channels. 

In Alexandria, we’ll come together to learn from experts and each other the practices and approaches to succeed today while navigating toward the future support paradigm.  The program will be thoughtfully designed to provide you the tactical and strategic knowledge and skills that you need today in your support environment.

Each year at GCS we bring together people like you who manage and deliver customer support at Federal, state, and local levels to learn from the experts.  The GCSC is much more than just hearing from expert speakers.  It’s also about the networking which we foster across all levels of government. Building relationships is an integral part of the GCSC experience that makes it so very unique and special.  I call it “synergy to serve” and I hope you’ll join us to see what I mean.

Sincerely,

Daryl Covey
Conference Chair
Government Customer Support Conference 2011
Date and Location

April 14-15, 2011
 Alexandria, VA

Click for more information
Overview

Leaders of help desks, call centers, web service portals, and other touch points for Government’s internal end external customers will come together at the Annual Government Customer Support Conference to redefine how our Government can deliver extraordinary service and achieve success during a time of great change.

Our theme is A New Way of Thinking About Support. Content will be forward thinking and will provide unprecedented education on how to improve efficiencies in delivering service with creative technology usage, advanced processes and superior skills to help motivate and lead teams in this challenging time. GCSC includes a strong focus on leadership and communication.

What to Expect

  • Two full three days of powerful insights, ideas and motivation in an intimate setting that facilitates making strong connections with others.

  • 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.

  • The components of implementing a successful tele-workers option in your agency.

  • How to apply and get the greatest benefit from using social networking and cloud computing.

  • 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 - the Millennials.

  • 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.

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 about adopting it within Government agencies. 
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 (CIO, COO, CEO, CKO, VPs)

  • Frontline Leaders and Executives (Directors, Managers, supervisors, leads)

  • ITIL Service Management Professionals

    •

  • Managers of Call Centers and Contact Centers

    •

  • Managers of Technical Support (IT)

  • Frontline Professionals (call reps, agents, technicians, analysts, administrators)

  • Managers and Staff of On-line Government Services

  • 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 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 to carry around.

  • 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

  • Learn the ways to begin advancing your organization to deliver the highest level of proactive service.

General Questions and Answers

Who can I contact if I have questions about the conference?

You can contact High Tech High Touch Solutions by calling 425-398-9292 or email solutions4u@hthts.com.

What is the cost of attending?

Click on the register link to see conference pricing. There are Early Bird discounts available.

How do I change my registration?

You can call our office at 425-398-9292 or email solutions4u@hthts.com anytime.

What is your cancellation policy?

The cancellation policy can be seen by scrolling to the bottom of the register page.

When is onsite registration?

You will be able to register anytime after 7:30 am on the first day of the event and throughout the conference.

What do I need to bring with me to the conference?

Your name badge and registration packet will be received during onsite registration. We recommend a spiral notebook or your laptop for keeping all the notes you take for future use. You are welcome to bring your laptop to the sessions. Be sure to bring your camera too!

Can I register over the phone?

Registrations are accepted online to expedite processing and ensure completeness of the form and we are also more than happy to take your registration by phone at 425-398-9292.

Can I use a form of payment other than a credit card?

You can pay by check or credit card - whichever works best for you. If you would like an invoice, email solutions4u@hthts.com to let us know. We are happy to email you one.

When should I register?

To ensure your spot at the conference, it is important to register early. The hotel room availability is limited so it would be a good idea to reserve your room early. You can always cancel your room later but you can't always get a room later.

Can I get a discount for bringing my colleagues?

Yes, you can save 10% if three or more register from your company (all attendees must be registered by one person at the same time). This credit is applied during the registration process.  If the group is larger than 3, please call us for additional discount options.

Conference agenda

What is the schedule for the conference?

Click here or the program link in the menu to review the schedule.

What time does the conference end?

The general conference will end at 5:00 pm.

Sponsorship Options

How do I become a sponsor of the GCSC 2011 event?

Email solutions4U@hthts.com to request more information or click here for more information.

Are there lower cost options besides having a booth/table?

Absolutely! We offer sponsorship options starting at $495.  Email Lisa for more information or visit our sponsor's webpage for more information.

Hotel and travel

What airport do I fly in to?

The closest airport is Ronald Reagan Washington National Airport (DCA).

How do I book a hotel room?

There is a reserved room block for conference attendees at the Hilton with a group rate. These rooms are limited, so we recommend making your reservations well in advance. Please call the toll free reservation number at 1-800-HILTONS to make your reservations.

What is the cost of the hotel room?

The negotiated standard room rate is $211.00 per night. This rate is also available on a limited basis for the days before and after the conference, if you decide to extend your vacation and enjoy all that the D.C. area has to offer.

What is there to do onsite?

The Hilton has plenty of amenities to keep you busy during free time. They have a pool, fitness room, Seagars restaurant and cocktail lounge. Learn more on their website: www.alexandriahilton.com.

Will I have internet access?

Yes, there is wireless and wired internet connections in your hotel room. Be sure to ask about getting access when you check in.

What are my transportation options?

The Metro, taxis and rental cars can be picked up at the airport for the short drive to the Hilton. There is also a fun little street car to take you to the historical part of Alexandria.

Is there parking at the hotel?

Valet and self-parking options are available.

Presentation submittals

How can I speak at the conference?

Please visit our program page for information on presenting at the 2011 GCSC.

Other questions

Can my family come with me?

Your guests are welcome to stay with you at the hotel. There are plenty of activities and amenities in the area to keep them busy while you are enjoying the conference. We invite you to bring your guest (anyone over 15) to the conference with you but they must not be someone who works in our industry.  Many guests enjoy the keynote sessions, leadership presentations, generations speeches and customer service topics. You simply let us know your guests name in advance.

What should I wear?

We want you to be comfortable - business casual is perfect for springtime in Alexandria!

  

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