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The Signature Customer Service and Support Professionals Conference

NEW NAME / EXPANDED FOCUS / FRESH CONTENT / SAME HIGH QUALITY

"Explore Your Options: Service Desks and Contact Centers come together to share and learn proven solutions."

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"Described as one of the most unique & educational service and support conferences
in the world."

You should be part of this unique experience because you will leave with a fresh way of thinking.

Ivy Meadors

Communications Workshop: How to Develop and Deliver Advanced Presentations from the Boardroom to the Platform
Ivy Meadors, High Tech High Touch Solutions, Inc.

"People will consistently name public speaking as their number one fear—right up there ahead of spiders and death." (Wallechinsky, 1977)   

Do you get a pit in your stomach when someone asks you to speak in front of a group of people?  Do you spend hours, days, sometimes weeks preparing the slides for your presentation? Are you still using clipart on your slides and filling them with too much text and images? Do you really need slides each time?

In this workshop you will learn how to own the platform on the stage or in the boardroom and deliver an exceptional presentation with fewer jitters, using well designed slides or without them.  This session is unlike other sessions on how to deliver presentations.  Ivy guarantees you will hear information that will be new to you plus there will be role plays, one that you will NEVER forget.  This is a fun and educational, highly interactive session and one you won’t want to miss.

If you are an advanced speaker or just starting out, Ivy will share techniques for delivering your first or enhancing your hundredth presentation. The information you will learn in this session will contribute to your next “presentation” being awesome and you being confident in your delivery. 

Benefits of Attending

This seminar delivers innumerable valuable tips. Attendees have said it was one of the best presentations they have attended for both personal and professional development.  We’re all on the “stage” at some point and advanced communication skills will have a powerful impact on your interactions.

Meet the Speaker:

Ivy Meadors is CEO and founder of High Tech High Touch Solutions, Inc., a trade show producer and consulting firm specializing in help desks and call centers. Speaker-consultant, Ivy Meadors, has over 30 years of experience in call centers and help desks. She is considered one of the industry’s most respected leaders and is one of the top 5 most recognized names in the Help Desk industry.

The owner and producer of the Signature Customer Service and Support Conference aka Help Desk Professionals Conference and the Government Customer Support Conference, Ivy is the sole woman tradeshow / events company owner in our industry. Ivy is also co-founder and President of the Neighborhood and Worldwide Contact Center Professionals Association and President of the Help Desk Northwest User Group in Seattle.

Ivy publishes the online newsletter, eSharings, has been published in the top industry magazines and newsletters, wrote a monthly column for Customer Interface Magazine, received the IT Support News Award for being one of the “Top 25 Most Influential Professionals in the Service and Support Industry”, Support Technologies awarded her with recognition for being one of the greatest contributors to the Service and Support industry, and she received the honor of being one of the Top 10 Legends in the Help Desk Industry.

HOT Deal: There will be a drawing for our CD that includes 750+ online resources that is easily imported into your “Favorites” in Internet Explorer.  There will also be one surprise drawing to receive a “special gift worth $1700. You must be present to win so be sure and join us!

Randy Celaya

Coaching Workshop: It’s not about you! : Coaching for Results

Randy Celaya, Results Focused Training

Coaching is more than a set of management actions for improving performance.  It is an involved supportive approach for allowing others to realize their full potential.  Coaching is a partnership for achieving results.  Coaching focuses more on motivation or interpersonal influence rather than on getting others to comply through a chain of command or hierarchy.  You will learn that Coaching isn’t a mechanical process between the coach and individual or team; it requires good chemistry, communication, observation and caring.  Coaching is the heart of peak performance in every successful organization.  Whenever you want to get buy-in, inspire or motivate, coaching is the answer. 

Benefits of attending:

• Understanding the role of a coach
• Learn 12 steps for effective coaching Interactions
• Top 10 coaching cautions
• Techniques for motivation and inspiration
• Communication skills for coaches

Take Away:

Coaching Script (Model)

Meet the Speaker:

Mr. Celaya is a keynote event speaker, Certified Executive/Life Coach and Instructor with 17 years of support center industry experience. Randy has been recognized as a strong motivator, results focused coach and effective communicator working with groups or individuals to achieve success.

Mr. Celaya has worked extensively with Help Desks and Call Centers around the world to develop, coach and train Professional to Director level positions in Customer Support, Critical Thinking, Team Building, and Problem Solving skills. Randy was critical in the conception of one of the Help Desk/Call Center industries most recognized certifications in the support services industry. Randy has served as the Keynote speaker at Help Desk and Call Center events around the world.

Conference Program - Three Days of Education, Inspiration, Networking and Fun

REGISTRATION (Complimentary Coffee and Tea)
Get the Most from the Event: Join us in the General Session room for a conference overview from 8:00 - 8:30 AM

Welcome & Introduction From High Tech High Touch Solutions' President, Ivy Meadors and
Co-Chairs Dave Stockwell (REI) and Daryl Covey (NEXRAD)

Mikki
Williams

FEATURED KEYNOTE: A Balancing ACT: Walking the Tight Rope of Life

Mikki Williams, CSP

Learn how to achieve your goals in this powerful, life-changing program that deals with potential, inspiration, change and perspective. It addresses life skills, quality of life issues and wholeness as it relates to achieving balance in our lives.

Meet the Speaker

A Speaker Who Lifts You Up and Never Lets You Down™

Mikki Williams, CSP, is an experience…a one of a kind talent, eclectic, refreshing and smart. She has a dynamic ability to communicate to an audience, delivering practical information in a down to earth style. A speaker, trainer, consultant, coach, author, radio and TV personality and entrepreneur extraordinaire, she is a speaker resource for Vistage International, the world’s largest CEO membership organization and Group Chair of two of her own executive think tanks in Chicago.

A Certified Speaking Professional, Mikki has presented at The White House and President Mandela’s South African home, she was featured on the front page of the Wall St. Journal, honored as the United Nations “Outstanding Woman of the Decade” and ABC did a television documentary about her life. Mikki is CEO of Coaching, etc™ an executive and life coaching firm, helping people and businesses reach their potential. An Enthusiologist™, who went from dance choreographer through nine successful careers to word choreographer, she mixes entertainment and humor with business savvy and knowledge to share insight and inspiration for life changing impact. From the corporate world to the ever changing world we live in, she is a breath of fresh air; outrageous, fun, stimulating, informative and most of all, real!

Lessons on Leadership

Ivy Meadors

(Part 1)

Vickie Bouffard

Management Strategies for High Levels of Agent and Customer Satisfaction
Vickie Bouffard, Quantum Performance Training

Meet the Speaker:

Vickie took typical corporate training and turned it upside down by utilizing accelerated learning methodologies making training highly experiential, interactive and engaging. Vickie is the ultimate source of contagious energy and enthusiasm. Her mission is to inspire others to greatness using her knowledge, wisdom, and energy. She was the top producing insurance agent in a national call center where she worked for two years. Vickie knows what it is like to stand – smile and dial!

For the last 15 years, Vickie has conducted numerous workshops, trainings and motivational seminars all over the country. Her dynamic high impact presentation style is packed with energy, enthusiasm and passion. You will not want to miss her!

Chris Sortzi

Eric Albertson

 BREAK

Ivy Meadors

(Part 2)

Kate Nasser

Right to the Heart: The Most Effective People-Skills for the Greatest Customer Service!

Kate Nasser, CAS, Inc.

A Signature Customer Service Conference must include the most effective people-skills for the greatest customer service. So straight from Kate Nasser’s full-day training workshop on customer service people-skills is this serious one-hour synthesis of essential “must-do’s” served with a side of humor. Join Kate Nasser, people-skills guru and dynamic speaker, as she teaches her passion – customer service people-skills. Kate can be reached at kate@katenasser.com.

Take back and share with your team:

• Empathy: Why give it every time, how to say it, and one time to skip it

• The 4C’s™ of Customer Service – the guide for greatness

• The Geography of Customer Service -- where your customers’ live/work really matters

• How to spot and communicate with different personality types – especially the driver!

• BONUS: 3 toxic habits to avoid and coach out of your team members

Take Away:

• 4C’s™ Reminder Card

Meet the Speaker:

Kate is wise, funny, down-to-earth, and just wild and different enough to inspire growth and improvement in individuals and teams. Her varied background as a business owner, certified teacher, technology professional and organizational psychologist, makes her credible to many.

Before founding CAS, Inc. Kate Nasser worked for American Home Products and Johnson & Johnson in Computer Systems Development and Client Services/Training. She has a B.S. Mathematics, M.A. in Organizational Psychology and is a member of the American Consultants League and the American Society of Training & Development. Kate’s customers include IBM, Time Inc., Pfizer Inc, Discover Card, The Gap, GTE, The National Institutes of Health, NIST, and US Veterans Administration, to name just a few. Please see endorsement page on her web site for additional customer information.

Andre Angel

Meet the Speaker:

Andre Angel is president and CEO of NTRglobal North America, where he leverages many years of experience in the telecommunications and software industries.

Prior to his current role, Angel served as CEO of CODEKKO Software, a leader in server and application performance. Before CODEKKO, he transformed Expertcity into a profitable enterprise solution provider, which was acquired by Citrix. He also served as CEO of ElasticEdge, a content delivery company that solved last mile problems and simultaneous distribution of large content to millions of users, which was acquired by BackWeb.

Angel also spent several years with Nortel, including a post as global vice president of sales, marketing and e-business. He started and led Nortel’s $9.6 billion electronic commerce business and served as CIO of service providers, a $17 billion division. Earlier, Angel started and managed Nortel’s professional services organization (which grew to over $1 billion) and its alternate software delivery program (which grew to $450 million).

Angel holds an electrical engineering degree from the University of Toronto and is a celebrated concert pianist.

Todd Haley

Christophe Zajpt

Case Study: Honeywell - “Planning and Implementing ITIL and Six Sigma in a Global Environment”

Todd Haley & Christophe Zajpt, Honeywell

In today’s global environment, every organization wants to introduce best practices for managing IT Services.  How do you select which framework to implement? How do you put together an organizational structure that supports process? What processes should be implemented first and how do you train the staff so everyone understands all the concepts?

You have seen the presentations on theory on what you should do….. now see a real-world case study and learn from the successes….. and the challenges!

 NETWORKING LUNCHEON AND VISIT EVENT PARTNERS

Randy Celaya

It’s important to understand the financial role that we play in support. Understanding terminology and communicating the value of the services you provide is the key to success in business. You will learn what financial terminology the industry is using and the role ROI plays in the support center. You will learn how to position your support center as an asset and a value to upper management.

Benefits of Attending:

• How to communicate the value of the support center

• Understanding the financial terminology

• How to calculate ROI

• Maximizing your ROI

• Activities involved in Financial Management

Take away:

Cost Itemization worksheet

Meet the Speaker:

Mr. Celaya is a keynote event speaker, Certified Executive/Life Coach and Instructor with 17 years of support center industry experience. Randy has been recognized as a strong motivator, results focused coach and effective communicator working with groups or individuals to achieve success.

Mr. Celaya has worked extensively with Help Desks and Call Centers around the world to develop, coach and train Professional to Director level positions in Customer Support, Critical Thinking, Team Building, and Problem Solving skills. Randy was critical in the conception of one of the Help Desk/Call Center industries most recognized certifications in the support services industry. Randy has served as the Keynote speaker at Help Desk and Call Center events around the world.

Karl Kleinbeck

Case Study:  Migrating from Instructor-Led Training to Blended Learning in the WaMu Call Center

Karl Kleinbeck, Washington Mutual

Challenge: WaMu wanted to take advantage of an opportunity to meet the growing need of ramping up a regional call center with a blended learning approach. It had to quickly launch a program that would be effective, include e-learning and experiential learning while changing as little as possible in the existing instructor-led courseware.

Solution: WaMu used the traditional rapid deployment process and applied it to a blended learning implementation. It incorporated the use of e-learning modules, system simulations, instructor-led sessions, and lab exercises to create an environment where newly hired employees could learn in a dynamic environment, while leveraging its expertise in e-learning and avoiding the need to “reinvent the wheel.” This approach provided the opportunity to meet the aggressive ramp-up of a call center by delivering a solution that was 35% more efficient with a reduction in time to performance of ~40%.

Benefits of Attending:

• Learn best practices for rapidly deploying a blended learning solution to a call center.

• Avoid the pitfalls of training in a fast-paced, call center environment.

• Anticipate the change management issues that should not be overlooked.

• Observe key e-learning modules that create an engaging learning experience.

Meet the Speaker:

Karl Kleinbeck has been designing training for ten years and is the Instructional Design Manager for Washington Mutual’s Enterprise Contact Center.  The ECC Design team creates instructor led, blended, and web based learning for the 4000 contact center employees in three countries and eight sites. The team develops training for telephone bankers that work in the retail bank, mortgage servicing, and consumer loan servicing segments of the bank.  The team has recently been focusing on creating eLearning that is taken at the bankers’ desks in short segments and emphasizes cross-sales skills and product knowledge.

Peggy Gritt

Peggy is the CEO of the VoIP Institute, Inc., an international organization to bring together users and potential users of VoIP to share case studies, best practices, and management information. She has 17 years background in converged voice and data technologies with a particular focus in IP contact center. She also has her own consulting practice.

Kory Smith

(Part 1)

Workshop:  Apollo 13: An ITSM Simulation Workshop - See and Experience ITIL Best-Practices in-Action
Kory Smith, SmITh Consulting

Summary white paper outlining the importance of simulation workshops to the success of ITIL initiatives, as well as, Apollo 13 key benefits, takeaways and lessons learned.

Meet the Speaker:

Mr. Smith provides his customers with Consulting Services focused on helping them to achieve IT Operational Excellence; the right services at the right time for the right cost. Kory’s most recent efforts have focused on performing ITSM assessments, facilitating Apollo 13 Simulation workshops, building and improving IT operational process areas, and delivering ITIL training.

Over the last 5 years, he was the Director of IT Service Management (ITSM) at Seitel Leeds & Associates where he was responsible for building and managing the practice, the corresponding services offerings, as well as their delivery capabilities. Kory holds the Manager’s Certificate in IT Service Management, is an Apollo 13 certified trainer, has an MBA in Information Systems Management, and in the last 10 years has managed Service Desks and IT Engineering and Consulting Services groups.

 REFRESHMENT BREAK

Kate Nasser

Teams can lose motivation for many reasons. Overly frequent changes in management, no recognition, extremely punitive leadership style of a previous leader and the list goes on. Join people-skills guru and consultant Kate Nasser as she discusses the slow but very possible road back to inspired service greatness. You will hear true life examples of various teams’ journeys, understand the critical steps to leading your teams to greatness, and leave with a short but important list of additional resources that you can use to continue your professional development on becoming a better leader.

Benefits of Attending

Take Away

An additional resource list of Kate’s favorite books on inspirational leadership and change. She has selected a few that will take you on a journey to excellence in becoming a more inspirational leader. Don’t buy every book – find these books and devour them!

Meet the Speaker

Kate is wise, funny, down-to-earth, and just wild and different enough to inspire growth and improvement in individuals and teams. Her varied background as a business owner, certified teacher, technology professional and organizational psychologist, makes her credible to many.

Peggy Gritt

Peggy is the CEO of the VoIP Institute, Inc., an international organization to bring together users and potential users of VoIP to share case studies, best practices, and management information. She has 17 years background in converged voice and data technologies with a particular focus in IP contact center. She also has her own consulting practice.

Kory Smith

(Part 2)

Apollo 13 workshop Participants get to experience first-hand the consequences of people, process and technology on quality, cost, customer satisfaction and overall business results. 

Summary white paper outlining the importance of simulation workshops to the success of ITIL initiatives, as well as, Apollo 13 key benefits, takeaways and lessons learned.

Meet the Speaker:

Mr. Smith provides his customers with Consulting Services focused on helping them to achieve IT Operational Excellence; the right services at the right time for the right cost. Kory’s most recent efforts have focused on performing ITSM assessments, facilitating Apollo 13 Simulation workshops, building and improving IT operational process areas, and delivering ITIL training.

Over the last 5 years, he was the Director of IT Service Management (ITSM) at Seitel Leeds & Associates where he was responsible for building and managing the practice, the corresponding services offerings, as well as their delivery capabilities. Kory holds the Manager’s Certificate in IT Service Management, is an Apollo 13 certified trainer, has an MBA in Information Systems Management, and in the last 10 years has managed Service Desks and IT Engineering and Consulting Services groups.