Government Customer Support Conference 2011

Produced by High Tech High Touch Solutions

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Conference Program at a Glance

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Thursday, April 14, 2011
	Leadership / Soft Skills	Technology / Processes	Business Strategy
7:30 - 8:30	Registration & Complimentary Coffee and Tea
8:30 - 9:00	Opening Ceremony with Combined Military Colorguard and Welcoming Remarks from Daryl Covey, Conference Chair
9:00 - 10:00	Opening Keynote Address: Lessons Learned from a Good War, Randall Larsen, USAF (Ret.)
10:00 - 10:15	Break
10:15 - 11:15	The Ever Popular Mastermind Sessions - Shop Talk Effective Leadership in the Government Contact Center Environment Social Media for Customer Interaction and Service Visibility Applying ITIL Service Management Structure in the Contact Center Environment Using Knowledge Management to Improve Customer Support – Sponsored by Right Answers Building and Selling the Business Case for Service Enhancements
11:30 - 12:30	Star Light, Star Bright - Distinguishing the Star Performer from the Leadership Star at the Speed of Light! - Carol Bowser, Conflict Management Strategies	CASE STUDY: USDA: Winning Practices in Staff and Customer Care for Contact Centers Dana Watts, USDA & Greg Grichtmeier, IBM Session Sponsored by RightNow Technologies	Telework Takes a Giant Leap Forward Monica Babine, WSU
12:30-1:30	Networking Luncheon and Visit Event Partners
1:30-2:00	2011 Government Customer Support Excellence Awards Ceremony
2:15 - 3:30	Stretch to Connect - The Simple but Amazing Key to Success Corina Stretch, Puget Sound Energy	Social media in the Contact Center and the Service Desk Ivy Meadors, High Tech High Touch Solutions	Capture and Analyze Customer Feedback: Key Industry Learnings Tom Lewis & Andy Haas, Deloitte Consulting Session Sponsored by Deloitte
3:30-3:45	Break
3:45-5:00	Attracting and Retaining Millenials and Gen X Ivy Meadors, High Tech High Touch Solutions	Building a Unified Voice of the Customer: Beyond the Survey Dennis Gonier, TARP Consulting
5:00-6:30	Wine & Cheese Networking Reception Celebrating the 10th Anniversary of GCSC!
6::30	Evening Activity (optional) - Depart the Lobby of the Hilton Alexandria at 6:30pm
Friday, April 15, 2011
	Leadership / Soft Skills	Technology / Processes	Business Strategy
8:00 - 8:30	Complimentary Coffee and Tea
8:30 - 9:30	State of the “Contact Center Technology” Industry Bill Price, Driva Solutions		Workforce Diversity Through Hiring People With Disabilities; Advantages and Considerations Matthew Van de Voorde, ORION
9:45 - 10:45	More of the favored Mastermind Sessions - Shop Talk Applying the ITIL Service Management Structure in the Contact Center Environment (Part II) Establishing and Cultivating the Service Culture for Government Customer Contact Centers Making the most of the Budget you have in Tough Times Enhancing Skills for Communicating with Customers Chat Practices for Contact Centers
10:45 - 11:00	Break
11:00 - 12:00	Moving from Fire-Fighting to Prevention While Reducing Service Costs Crystal Collier, TARP Consulting	CASE STUDY: USPTO: Helpdesk Efficiencies: Leveraging Telework and Technology Lisle Hannah & Roxanne Fuhrman, USPTO	LESSONS LEARNED: How the British Tax Office is Applying Best Service Bill Price, Driva Solutions
12:00 - 1:30	Networking Luncheon and Visit Event Partners
1:30 - 2:30	CASE STUDY: Climbing to the Top with Your Marketing Campaign Brenda Yates, USGS	PANEL: Bringing it all Together: Integrating Social Media Channels Facilitator: Ivy Meadors, HTHTS, Inc.	CASE STUDY: New York City 311 Saadia Chaudhry, City of New York
2:45 - 3:45	CASE STUDY: Advanced Leadership Techniques: Follow the Leader....Effective Followership Yolunda Davis, IRS		The Best of Winning Practices in Government Contact Services Daryl Covey, NOAA
3:45-4:00	Refreshment Break
4:00 - 4:45	Closing Keynote Address: The Light at the End of the Tunnel Might not be an Oncoming Train!, Doug Bear, Kitsap County
4:45 - 5:00	Conference Wrap-up & Prize Drawings (must be present to win)
6:30	Evening Activity (optional)

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