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In This Issue
Sharing
Big
News!
Resources
New
awesome DVD!
Sign
up for our newsletter
Events
The
6th Annual Government Customer Support Conference and
Expo
May 7-9, 2007
Alexandria, VA
The 9th Annual Help Desk Professionals Conference
and Expo
October 22-24, 2006
Phoenix, AZ
Be an Event Sponsor
Government Customer
Support Conference 2007
Click for more
info or email
GCS@hthts.com
GCSC 2007
Event Partners
Association of Support Professionals
BMC
Software
Brad Worthley Intl.
Call Center School
ContactCenterWorld
CRMAdvocate
CRMXchange
Customer Service Group
Datatrac
DEMA Education
Driva Solutions
eTalk
Fed Tech Magazine
Government Customer Support
Community of Practice
Help
Desk Northwest
HDI Capital Area Local Chapter
Mikki Williams
Nish
Northwest Call Center Professionals
Oracle
Prosci
RightNow Technologies
SCInc
Symon
Communications
TMC
VoIP Institute
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Articles
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Books
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Calculators
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Ivy's Slides
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Animal Activist
-
Leaders
-
Mentors
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Millennials, Gen X, & Baby Boomers
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Motivational Quotes
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Motivational Thoughts
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Speakers
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Stress Management
- Team Building
Customer List
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Jumpstart Your 2007 Ambitions
Have
you asked yourself what your biggest challenges are at work - really
thought deep and hard about them - then developed a plan to address
those challenges? The following excerpt from a recent newsletter
from Tom Peters makes an interesting point.
"At a recent London Tom
Peters conference, they asked the audience of some 500 people, most of
them business leaders in their own right, to tell them about their
biggest current challenges at work. Overwhelmingly, people wrote about
achieving their ambitions,
rather than solving this or that knotty
business problem."
When I look for ways to
achieve my personal ambitions I reach out to friends, peers in the
industry, and attend conferences that address my personal and
professional goals. One person who helped me achieve my ambitions
was Mark Victor Hansen, pictured here.
Achieve Your Ambitions
Checklist:
-
Don't push the
goal/dream off until, "the kids are grown, the house is paid
off, I retire, etc". Little is ever completely finished and
there will always be one more excuse to delay getting to the tasks
to reach the goal. The time to do something is right now.
Days before my father died, he said, Ivy, I have no regrets that I
didn't get to do the things I wanted. I did everything I hoped to
and enjoyed my life fully." Could you say that right now if you were
leaving this world?
-
This quote by an unknown
writer is posted on my wall. "What would you attempt
to do if you knew you could not fail?" It is a constant
reminder to try things that might otherwise seem too risky.
Failure is something that happens to people who don't learn from
their risk taking efforts.
-
"Ask to Get!
The
world responds to those who ask. When you begin to ask for what you
need and want, you've taken control of your life, and are
proactively steering its direction. Many wonderful and great things
come to you as a result." (Mark Victor Hansen)
http://markvictorhansen.com/article_eight_step.php
-
No matter how many times
it is said, people often don't take the time to do this simple task:
"Write down your goal and how you plan to achieve it." I
was one of those who didn't understand the power of this task until
one day I just did it. My current ambitions are now posted on my
bathroom mirror and I carry a card in my purse with the goal
identified. Keep the list short so it won't overwhelm you and
seem insurmountable. Two to three things at a time is
realistic.
-
Decide what you
REALLY want to do. This is not what your family, friends,
spouse, parents want you to do, but what YOU want. It is hard
to set goals when you are not sure what it is that you are most
passionate about first. For me, being a speaker and mentor are
the two things I love most. A friend asked me to identify why
these are so important to me. This was a hard task. By
thinking things through and writing it down, the reasons came to me.
They were generated from a deep desire to help others become better
performers and have higher self-esteem. I was sexually abused,
the first time at 6 years old.
When you look inside, what you want
to do most is likely driven by your desire to contribute to others
having a better life.
-
Read, read, read!
I read books about climbing Mount Everest, exploring Antarctica,
and crossing deserts. I loved "Into
Thin Air", "Shackleton's
Way" and "Icebound".
These types of books open your mind into the possibilities
achievable if you passionately want something enough.
Additional Ambition
Resources:
As my good
friend Michael Callahan shared with me,
"Make it a
great day today. Say something startlingly affectionate
to someone you care about."
Ivy Meadors
High Tech High Touch Solutions
www.ivymeadors.com or
www.hthts.com
Corporate Office:
425-398-9292
P.S.
Please help us grow our list of readers
and forward the newsletter to
2 others and
encourage them to subscribe to our secure, never sold or
shared readership.
"Effective leadership emerges from a well defined center of core
principles and beliefs. It is rooted in the past, engaged in the
present, and anticipating the future." -Tom
Peters
GOVERNMENT CUSTOMER SUPPORT EXCELLENCE AWARD
FINALISTS
Awards to winners will be presented at the Government
Customer Support Conference and Expo.
www.governmentconference.com
Teamwork
-
ATF Enterprise System
Architecture III Help Desk
-
Virginia Beach Public
Information Office
-
IRS Employee Resource
Center
Technical Excellence
-
Military Health System Network Operations Center
-
Comptroller of the Currency Customer Assistance
Group
-
Georgia
NaviGAtor Traffic Management Center
Customer Focus
-
Department of
Transportation Information Technology Services
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Navy Global Distance
Support Center
-
IRS Employee Resource
Center
Overall Excellence
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Connecticut Business Response Center/Smart Start
Licensing Center
-
FBI
National Instant Criminal Background Check System
Contact Center
-
IRS
Employee Resource Center
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BIG NEWS!
(top)
 
Dave Stockwell and Daryl Covey
co-chair the 9th Annual Help Desk Professionals
Conference and Expo.
It is
our privilege to announce that Dave Stockwell from
REI and Daryl Covey from NEXRAD, two
incredible individuals with remarkable leadership
skills, will be leading the
9th Annual
Help Desk Professionals Conference and Expo. This
unique event has always been designed by a board of
industry practitioners and experts to guarantee the
content is exactly what the attendees are looking to
learn about. Dave and Daryl are leading the board and
have already put together one of the best programs to
date.
www.helpdeskconference.com
AND MORE BIG NEWS!
==>>
WOW!!
Brand New
Technical Support Management course
to be offered at the 6th Annual Government Customer Support Conference
and Expo
Eric Rabinowitz of Dema Education and Eric
Svendsen of SCInc., two of the most insightful, knowledgeable and fun
instructors in the Help Desk industry will be delivering this two-day course at the
Government Customer Support Conference and Expo on May 10-11, 2007 in
Alexandria, VA.
You’ll learn to:
-
Lead your team
dynamically and effectively in specific
situations
-
Create and
promote a vision for your operation, and
gain acceptance for it at every level
-
Identify and
implement the best service delivery model
for your organization
-
Build a
strategic business model for your support
operation
-
Implement best
practices for incident and problem
management
-
Understand what
is required to perform service level
management
-
Schedule your
staff for maximum availability and customer
satisfaction
-
Develop the
personal competencies of you and your staff
-
Manage
relationships across the organization
-
Implement an
effective performance management program
-
Identify the
importance of the various customer contact
methods
-
Hire the right
people to ensure high performance
-
Communicate
effectively with your team by understanding
how they think and respond
-
Coach your team
through natural incentives
-
Thoroughly
measure customer satisfaction and team
performance
-
Negotiate
assertively and confidently with staff,
management, and customers
-
Effectively
manage conflict and find creative solutions
to difficult situations
-
Market your
operation to maximize exposure and success
-
Create
achievement-oriented teams and
high-performance goals
Register now!
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MORE
RESOURCES
(top)
Mark your calendars now for the
9th Annual Help Desk Professionals Conference
October 22-24, 2007 in Phoenix
Arizona at the incredible Pointe South Mountain Resort
Register now and save $300.
|
BRAND NEW DVD FROM
BRAD WORTHLEY - SAVE 75%
(top)
“Creating a Service
Culture in a Call Center or Help Desk”
 In
live seminar format, Brad provides you with the tools to be able to
create and sustain a service culture in a call center, service desk, or
help desk world. The DVD covers powerful listening skills, cultures vs.
programs, pedestal words, motivators and de-motivators, and how the
customer perceives and judges us. Produced in partnership with High Tech
High Touch Solutions (www.hthts.com). 60 minutes long. Regular Price
$197, NOW only $50 if you purchase in February.
http://www.bradworthley.com/store/product.php?productid=192&cat=103&page=1 |
The 6th Annual Government Customer Support Conference
and Expo
Sign up before February 15th and
save $300
At the upcoming
Annual Government Customer Support Conference,
there will be industry experts, advanced practitioners and professional
speakers who will inspire you and teach the skills necessary to achieve your
own ambitions. Check out the line-up:
Keynotes:
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Managing the People Side of
Change: Best Practices for 2007 and Beyond - Phil Eastman,
Prosci
-
A Balancing ACT:
Walking the Tightrope of Life - Mikki Williams, the unexpected,
a one-of-a-kind talent, eclectic, original, refreshing, and
outrageous speaker.
-
Putting Citizens
first: Establishing a common vision - Kim Nelson,
Executive Director, eGovernment U.S. Public Sector,
Microsoft
-
Executive Panel of Government Officials moderated by Ivy
Meadors, CEO, High Tech High Touch Solutions
Sessions:
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Today's
Winning Practices and Tomorrow's Directions in Government
Customer Support
-
National
Finance Center Case Study:
Business Continuity in the Face of Hurricane Katrina
-
IRS Case Study:
Building a
Collaborative Culture through Employee Engagement
-
U S Navy Case Study:
Empowering Agents
to Use Tacit Knowledge
and Exceed
Expectations
-
Leading Today's
Multi-Generational Workforce
-
Introduction to Workforce Management:
Supervisors Guide to Call Center Staffing and Scheduling
-
Outsourcing from A to Z
-
Winner Spotlight! 2006 Overall Excellence Award
Winner Our Katrina Story: Customer Support Continuity During an
Extreme Disaster presented by the Space and Naval Warfare
Systems Center in New Orleans
-
Department of the Treasury Case Study:
I Have Customer Satisfaction Scores – Now What Do I Do?
-
Mastermind sessions, the favorite part of all the GCSC events.
-
And so much more.
Three extended workshops
included in your registration:
==>> Only 30 Spots Available for conference attendees only to take a
site tour of Washington DC’s Unified Communications Center (UCC).
<<==
Billed as one of the premier facilities of its kind in the nation, the
UCC brings together for the first time, Washington DC’s emergency,
non-emergency and public-service call-taking and dispatch functions in a
single location, using a unified voice and data communications system.
It also house’s the city’s regional interoperable wireless
communications and control infrastructure and serves as the regional
command and control center, supporting federal agencies and 18 Virginia
and Maryland municipalities, in the event of a regional emergency.
Email
GCS@hthts.com
to reserve your spot for the tour.
SUBSCRIPTION INFORMATION
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