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"HDP 2006 promises to exceed all expectations."
Designed exclusively for the leaders of Help Desk and Service Desk Professionals worldwide. 
HDP is rated as one of the best Help Desk conferences in the world.

       Event Partners

HDP 2006 Conference agenda

Pre-conference Certifications - September 23-24

SATURDAY AND SUNDAY, SEPTEMBER 23 - 24th, 2006

9:00 - 5:00

ITIL Foundations Certification Course - Pete McGarahan

Pre-conference Sessions - September 23-24

SUNDAY, SEPTEMBER 24th, 2006

9:00 - 5:00

Exclusive Government Symposium for Service and Support Professionals - Chaired by Daryl Covey

9:00 - 5:00

VoIP for the Help Desk Professional - Peggy Gritt, VoIP Institute President

1:00 - 4:00

Sourcing the Help Desk: How Many Do We Need, How Do We Justify Then Sell it Upwards - Penny Reynolds

 


Conference Program - September 25-27

==>> Click Here to See Detailed Program <<==

 

MONDAY, SEPTEMBER 25th, 2006

Track Title

Lessons on Leadership

Developing and Elevating Solid Leadership Expertise

 

Leadership

High Touch Solutions

Developing Individual Talent to Create High Performers

 

People

High Tech Solutions

Advanced Technology & Insights into Industry Trends

 

Technology

Business Strategies

Best Practices in ITIL, COBIT, Outsourcing, and Consolidation

Process

7:30 - 8:30

REGISTRATION & CONTINENTAL BREAKFAST

8:30 - 9:00

Welcome & Introduction From Your Host, Ivy Meadors

9:00 - 9:50

FEATURED KEYNOTE:  June Gunter, Ed.D.

10:00 - 11:00

Advancing Your Leadership Skills Workshop (Part 1)

Ivy Meadors, Brad Worthley, and Pete McGarahan

High Tech High Touch Solutions

Eight Best Kept Secrets for Unlocking the Productivity of Your Workforce

Penny Reynolds

The Call Center School

ITIL Workshop - How to Turn Your Help Desk into a Service Desk Step by Step (Part 1)

Donna Holt

Help Desk Xlence

ITIL - What, Why, How

Brenda Iniguez

Pink Elephant

11:00 - 11:15

REFRESHMENTS

11:15 - 12:00

Advancing Your Leadership Skills Workshop (Part 2)

Ivy Meadors, Brad Worthley, and Pete McGarahan

High Tech High Touch Solutions

Special Study: Building an RCA-Based Business Case

Pete McGarahan

Pete McGarahan and Associates

ITIL Workshop - How to Turn Your Help Desk into a Service Desk Step by Step (Part 2)

Donna Holt

Help Desk Xlence

12:00 - 1:00

NETWORKING LUNCHEON

1:00 - 1:50

FEATURED KEYNOTE:  BRAD WORTHLEY "Leaders vs. Managers"

2:00 - 2:45

Leading a Multicultural Workforce

Eliminating the Virtual Walls Between Support Levels (CS)

Daryl Covey

Nexrad

Case Study: Help Desk Technology Selection and Design (CS)

Llyod White
Michaels Stores

Best Practices - Putting ITIL and CobIT Theory to WORK-shop (Part 1)

Greg Charles

CA
(Training workshop,
not a vendor session)

2:45 - 3:00

REFRESHMENTS

3:00 - 4:00

Stress Management

Brad Worthley

Brad Worthley, Intl.

Trouble-Shooting 101: Effective Information Gathering (CS)

Martha Lundgren

Texas Association of School Boards

Best Practices - Putting ITIL and CobIT Theory to WORK-shop (Part 2)

Greg Charles

CA
(Training workshop,
not a vendor session)

4:00 - 6:00

WINE AND CHEESE RECEPTION, VISIT EVENT PARTNERS, AND WIN PRIZES TOO!

 

TUESDAY, SEPTEMBER 26th, 2006

8:00 - 8:50

MASTERMIND SESSIONS WITH CONTINENTAL BREAKFAST

Mastermind Sessions & Continental Breakfast
(sessions may vary depending on attendee interests)

Workforce Management, Customer Service, VoIP, Self-service, Strategies for Calming Difficult People, Stress Management, ITIL, Inspiring on a Shoestring Budget, Customer Satisfaction Surveys

9:00 - 9:50

FEATURED KEYNOTE:  "Take a Step Beyond...."
M
ike Rayburn, "The World's Funniest Guitar Virtuoso" (Back by Popular Demand!)

10:00 - 10:45

Change Management

Knowledge Management (CS)

Jerry Rice

Washington Mutual

ITIL in Use at REI (CS)

Dave Stockwell

REI

10:45 - 11:00

REFRESHMENTS

11:00 - 12:00

Twenty-Six Nuggets You Must Know About Hiring, Firing, and Inspiring Your Agents

Michael Callahan

Microsoft

Remote Monitoring and Call Recording

Ronnie Mize

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

Daryl Covey

NEXRAD

12:00 - 1:30

NETWORKING LUNCHEON and VISIT EVENT PARTNERS

1:30 - 2:20

FEATURED KEYNOTE PANEL:  DEVELOPING YOUNG LEADERS

Ivy Meadors leads an interactive discussion with six Millennial panelists (Gen Y)
(Brought in by popular demand)

2:30 - 3:15

Outsourcing from A to Z Using 3rd-parties to Handle Help Desks and Consumer Support

Bill Price

Driva Solutions

State of the Industry

Patrick Bultema

Are you Chatting and /or Using Instant Messaging Yet? (CS)

Judy Hogan

Federal Aviation Administration

3:15 - 3:30

REFRESHMENTS

3:30 - 4:20

How to Be a Mentor/Coach and Design an Effective Mentoring/Coaching Program

ICMI

Everything I Know About Customer Service I Learned From Writing Plays

Michael Callahan

Microsoft

VoIP and The Help Desk Professional

Peggy Gritt

VoIP Institute

Guerrilla Service Desk:
 Tips and Tricks for the Shoe String Budget

Dave Stockwell

REI

4:30 - 5:15

Work At Home Will this hot trend work for my operations?

Bill Price

Driva Solutions

Achieve Excellent Levels of Customer Service Thru Performance Management

Donna Earl

Help Desk Coach

How to Build an Actionable Service Catalog

Char LaBounty

LaBounty and Associates

 

WEDNESDAY, SEPTEMBER 27th, 2006

8:00 - 8:50

MASTERMIND SESSIONS WITH CONTINENTAL BREAKFAST

Mastermind Sessions & Continental Breakfast
(sessions may vary depending on attendee interests)

Workforce Management, Customer Service, VoIP, Self-service, Strategies for Calming Difficult People, Stress Management, ITIL, Inspiring on a Shoestring Budget, Customer Satisfaction Surveys

9:00 - 10:00

Catching Lightning in a Bottle: Harnessing the Power of Young Minds

James Smith

Management Consultant

Wa. State Medical Assistance Customer Service Center: Working with the Helpdesk to Improve Performance (CS)

Seanna Sams

Wa. State Department of Social and Health Services

How to Benefit from Using Dashboards

Scott Kelly

Symon Communications

Securely Supporting Anyone, Anywhere

Joel Bomgaars

Network Streaming

10:00 - 10:15

REFRESHMENTS

10:15 - 11:15

Master the Skills to Develop and Deliver Advanced Presentations

Ivy Meadors

High Tech High Touch Solutions

The Measurable Difference: Reality, Relationship, and Results

Dru Phelps

Benchmarkportal.com

Consolidation (CS)

Judy Hogan

Federal Aviation Administration

11:30 - 12:30

FEATURED KEYNOTE BACK BY POPULAR DEMAND:  MALCOLM FRY FROM ENGLAND
"The Service Desk is Still About the People"

12:30 - 1:00

Closing Remarks From Your Host, Ivy Meadors

Key take-away ideas, give-aways, free future conference passes and more - must be present to win

   

Note:
(CS) = Case Study

Vendor presentations are not sales presentations - these speakers were hand-picked for their topic expertise and advanced presentation skills

 

Association of Support Professionals

Brad Worthley Intl.

Benchmarkportal

Call Center School

ContactCenterWorld

CRMAdvocate

CRMXchange

Customer Service Group

FrontRange

Government Customer Support Community of Practice

HelpDeskCoach

iET Solutions

Infra Corporation

Network Streaming

Northwest Call Center Professionals

Help Desk Northwest

Mike Rayburn

Northwest Support Professionals

TMC

VoIP Institute


"Feel assured that we will be back at the HDP conference in the future as I believe it to truly be the best format and size for learning."

"The small session size and the personal networking and discussion opportunities with the leaders of the industry are priceless."

"The speaker lineup is always top-notch and your staff continues to do a wonderful job of taking care of all of the details through- out the event."

Neil Stewart
Director of Technical Operations
QuikTrip Corp

 

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