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Booklist
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eSharings
Newsletters
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Ivy's Slides
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Resources
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Animal Activist
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Leaders
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Mentors
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Motivational Quotes
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Motivational
Thoughts
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Speakers
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Stress Management
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Understanding
Generations
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Ivy's Bio
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NWCCP
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Opening
Keynote:
Dan Stockdale, The Tiger Guy
 Dan Stockdale knows that true leadership is an adventure
like none other. His tailored presentations address the key challenges
that organizations and leaders at all levels of experience face
everyday. Dan teaches principles to achieving success and mastering
leadership while conquering the wild and unexpected challenges your team
faces in the real world.
Dan
Stockdale is a highly successful leadership speaker with a reputation
for effectively transforming companies. What makes Dan so effective is
his ability to combine best-practice leadership principles with his
expertise in human and animal behavior. With an educational background
in psychology and decades of experience working with exotic animals, Dan
has made remarkable discoveries that have led to the development of
principles that are as revolutionary as they are practical and
effective. Dan uses humor, real-world examples, and exciting
demonstrations to drive home these success principles.
Dan uses
animals in his presentations and will be bringing a tiger plus other
animals to the stage to illustrate his powerful and unforgettable messages.
SUNDAY - September
28, 2008: Pre-Conference Sessions
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All Day Course |
Bill
Price teaches The Best Service is No Service |
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Morning session |
Donna
Holt |
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Afternoon Session |
JJ
Lauderbaugh |
MONDAY - September 29,
2008
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Keynote |
Dan
Stockdale - The Tiger Guy |
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Concurrent Sessions |
The
Heart of Smart: Emotional Intelligence - The Key to Superior
Performance
Speaker: Deborah Griffing, Innovative Leadership
Outsourcing / Insourcing - State of the Industry (Part 1)
Speaker: Bill Price, Driva Solutions
Case Study: Global ITIL Help Desk
Speaker Mary Lou Blakely, previously Global Support for
Starbucks
Workshop Extended Session: Workforce Management
Speaker Penny Reynolds, The Call Center School |
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Concurrent Sessions |
Daring
to Transform Your Customer Service Team: Develop Change-Ability
Speaker Kate Nasser, CAS, Inc.
VIP
Customer Service - Lessons Learned
Speaker Paul Gray, Arizona Grand Resort
Stress Relief and Productivity: Managing a Positive Working
Environment
Speaker Mia Melanson, Performance Consulting |
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Networking Luncheon and Visit with Event Partners |
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Concurrent Sessions |
Managing Distributed or Multiple Call Centers or Help Desks
Speaker TBA
Case Study: Online Support Strategy and Elements
Speaker Ann Schetter, Inuit
Managing the People Side of Change: Top Five Contributions to
Organizational Success
Speaker Phil Eastman, Prosci
Back by popular demand - Fresh content
Workshop Extended Session: What's Your Personal Style? Using
the Personal Style Indicator to Build Stronger Relationships
Speaker Mary Johnson, Mary Johnson Consulting |
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Concurrent Sessions |
The
Geography of Customer Service
Speaker Kate Nasser, CAS, Inc.
Case Study: Reward and Motivations: Matching the Needs of
the Organization to the Needs of the Staff
Speaker Corina Stretch, Puget Sounds Energy
Speech Analytics
Speaker TBA
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Evening
Reception for networking with event partners and attendees |
TUESDAY - September 30,
2008
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The
ever-popular Mastermind Sessions |
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Keynote |
Ivy Meadors |
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Concurrent Sessions |
How to
Hire the Right Team Leaders
Speaker Bill Price, Driva Solutions
The #1
rated session from last year's program - back by popular demand
with some exciting changes - "How to Understand the Different
Generations as Taught by The Millennials"
Speakers include numerous individuals ranging in age from 20-23.
Service Restoration: It's Everybody's Business
Speaker Lou Hunnebeck, Third Sky
Workshop Extended Session: Bringing New technology to the
Call Center: "If I'd Known Then What I Know Now!"
Speaker Seanna Sams, Department of Social and Health Services -
State of Washington |
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Concurrent Sessions |
Case Study: Social Networking in the Workplace
Speaker Joanne McGovern, GSA
Case Study: Service Desks Growth with Critical and Clinical
Systems in a Top Rated Hospital
Speaker Darlena Torres, UCSF Medical Center
Workshop Extended Session: ITIL in Use in today's
Environment - Pros and Cons
Speaker TBA |
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Networking Luncheon and Visit with Event Partners |
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Keynote |
Howard
Kendall, Service Desk Institute from London |
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Concurrent Sessions |
Leading and Motivating Your Workforce
Speaker JJ Lauderbaugh, Lauderbaugh and Associates
Case Study: TBA
Five
Executive Skills you Need to Move Up
Speaker Brenda Iniguez, FrontRange Solutions (not a vendor
presentation)
Unbiased Technology Review to Make Selections Easier for Your
Speaker Peggy Gritt, Zelpha Media |
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An Evening to
Enjoy the Sunset and Remarkable Resort |
WEDNESDAY - October 1,
2008
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The
ever-popular Mastermind Sessions |
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Keynote |
Going Green |
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Concurrent Sessions |
Support Center Attrition: A Costly Impact on the Bottom Line
Speaker Donna Holt, Help Desk Xlence
Case Study: TBA
Telecommunications: Design and Implementation Considerations
Speaker TBA
Workshop Extended Session:
Outsourcing Part 2: Building the Business Case and the Case for
Change Mapping with Internal operations plus strategy, metrics
to use and to avoid
Speaker Bill Price, Driva Solutions |
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Concurrent Sessions |
Topic to be Announced
Speaker Howard Kendall, SDI, International
Case
Study: TBA
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Networking Luncheon |
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Concurrent Sessions |
Case Study:
Cadillac Customer Service on an Edsel Budget
Speaker Susan Reisinger, U S Navy Global Distance Support Center
Case Study:
Creating a
Successful Remote Workforce Program
Speaker Corina Stretch, Puget Sound Energy
Minimal Project Management for Maximum Results
Speaker Lou Russell, Russell Martin Associates
Case Study:
Tools of the
Trade: Building the Business Case and Integrating with Legacy
Systems
Speaker Jerry Keely, Pinal County |
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Concurrent Sessions |
Web 2.0,
Wikis, Blogs, etc.
Speaker TBA |
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Loading you up with more
information and give-aways in the closing
remarks then ending with a great Keynote |
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Closing Keynote |
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