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HDP 2006 Conference agenda
Pre-conference
Certifications - September 23-24
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Pre-conference Sessions - September 23-24 |
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SUNDAY,
SEPTEMBER 24th, 2006 |
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9:00 - 5:00 |
Exclusive
Government
Symposium for Service and Support Professionals - Chaired by Daryl Covey |
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9:00 - 5:00 |
VoIP for the Help Desk Professional - Peggy Gritt,
VoIP Institute President |
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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
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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 |
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7:30 - 8:30 |
REGISTRATION & CONTINENTAL BREAKFAST |
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8:30 - 9:00 |
Welcome & Introduction From Your Host, Ivy Meadors |
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9:00 - 9:50 |
FEATURED
KEYNOTE:
June Gunter,
Ed.D.
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10:00 - 11:00 |
Advancing Your
Leadership Skills Workshop (Part 1)
Ivy Meadors, Brad Worthley, and
Pete McGarahan
High Tech High Touch Solutions
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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
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11:00 - 11:15 |
REFRESHMENTS |
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11:15 - 12:00 |
Advancing Your
Leadership Skills Workshop (Part 2)
Ivy Meadors, Brad Worthley, and
Pete McGarahan
High Tech High Touch Solutions
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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 |
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12:00 - 1:00 |
NETWORKING
LUNCHEON |
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1:00 - 1:50 |
FEATURED
KEYNOTE:
BRAD WORTHLEY "Leaders vs.
Managers" |
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2:00 - 2:45 |
Leading a Multicultural
Workforce
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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) |
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2:45 - 3:00 |
REFRESHMENTS |
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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) |
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4:00 - 6:00 |
WINE AND
CHEESE RECEPTION,
VISIT EVENT PARTNERS, AND WIN PRIZES TOO! |
TUESDAY,
SEPTEMBER 26th, 2006
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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 |
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9:00 - 9:50 |
FEATURED
KEYNOTE:
"Take a Step Beyond...."
Mike
Rayburn, "The World's Funniest Guitar Virtuoso"
(Back by
Popular Demand!)
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10:00 - 10:45 |
Change Management |
Knowledge Management
(CS)
Jerry Rice
Washington Mutual |
ITIL
in Use at REI
(CS)
Dave Stockwell
REI |
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10:45 - 11:00 |
REFRESHMENTS |
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11:00 - 12:00 |
Twenty-Six Nuggets You Must Know About
Hiring, Firing, and Inspiring Your Agents
Michael
Callahan
Microsoft
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Remote Monitoring and Call Recording
Ronnie Mize
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Today's Winning Practices and Tomorrow's Directions in
Government Customer Support
Daryl Covey
NEXRAD
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12:00 - 1:30 |
NETWORKING
LUNCHEON and VISIT EVENT PARTNERS |
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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) |
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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 |
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3:15 - 3:30 |
REFRESHMENTS |
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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 |
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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
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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 |
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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
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How to Benefit from Using
Dashboards
Scott Kelly
Symon
Communications |
Securely
Supporting Anyone, Anywhere
Joel
Bomgaars
Network Streaming |
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10:00 - 10:15 |
REFRESHMENTS |
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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
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Consolidation
(CS)
Judy Hogan
Federal Aviation Administration |
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11:30 - 12:30 |
FEATURED
KEYNOTE BACK BY POPULAR DEMAND:
MALCOLM FRY FROM ENGLAND
"The Service Desk is Still About the People" |
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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 |
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Note:
(CS) = Case
Study
Vendor presentations
are not sales presentations - these speakers were hand-picked for their
topic expertise and advanced presentation skills |
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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 |