The customer service and support industry continues to evolve but it sometimes seems we continue to see the same issues year after year.

Here are some old issues being addressed with new solutions. Some of these options will benefit those on a budget or looking to reduce costs.

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Technology - Free Call Tracking System

A brand new help desk hosted solution for call tracking will be available to the industry starting June 15th, 2007. The system will be offered at no cost and you can have unlimited users on the system.  

Tony Nemelka, previously VP of Asia Pacific for Adobe Systems, is the CEO and President of Pathworks Software. Larry Garlick, founder and CEO of Remedy in 1990, is one of the key advisors, on the team who is developing this new software.

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People - vReps vs. Virtual Reps

In the area of human resource considerations the hot topics are; V-Reps (technology) and Virtual Representatives (live person), eCoaching, formal mentoring, and understanding different generations and finding out what motivates them.  I (Ivy) will be delivering the Keynote at The 9th Annual Signature Customer Service and Support Professionals Conference a.k.a. Help Desk Professionals Conference and Expo on these exact topics. There will be stories that touch you in such a way that you will want to become a mentor. The content will help you understand individuals at a deeper level to motivate them with greater success.  The information in this presentation will make superior customer service achievable.

V-Reps is technology that provides answers to your customers using recorded voices (think IVR / CTI on steroids).  Another way to think of V-reps is a means for self-service.  It is thought that by using this means for service it will improve service and reduce costs. Hmm, what do you think about this?

V-Reps - the New Age Customer Rep

Virtual Reps (work-at-home agents also referred to as tele-workers)

The term "virtual reps" is also used to refer to people who work at home.

• Work at Home Moms

• Psychology of working at home

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Process - ITIL V3 is here for IT and WFM and customer service still gets priority attention

If you work in the IT Help Desk industry you've already heard the buzz is about ITIL V.3.  It isn't hard to find loads of information on the topic using Google.

• ITIL v.3 Services Guidelines Expand Audience Through Update

• Will ITIL V.3 pass the smell test?

• Resources from the IT Governance in the UK

If you work in Contact Centers, workforce management procedures and customer service remain at the top of most lists.

• The Call Center School offers a wealth of expertise in their white papers and articles

• An Analytical Approach to Workforce Management

• Shift scheduling spreadsheets (including split shifts)

• Service on Steroids

• Awesome Customer Service Requires a Three Pronged Attack

==>> Video clip: Story on NBC about a bad customer service experience. <<==

One of the best online resources you will find for the Contact Center and Help Desk industry is CRMAdvocate, founded and published by a good friend, Gary Lemke. One of my favorite parts in the newsletter is "Our Take".  He takes on some of the most controversial issues and always offers stimulating thoughts on topics in our industry.  Their website includes live interviews, articles, research notes and much more.  Visit them at www.crmadvocate.com.

I hope you found this issue of eSharings useful. Keep those emails coming. We love hearing from you.

Ivy Meadors
High Tech High Touch Solutions, Inc.

Office: 425-398-9292

P.S. The Pointe South Mountain resort is sold out except the room block reserved for attendees to our conference. Make your room reservations now to be guaranteed a room at the beautiful Pointe South Mountain Resort in Phoenix.  Be sure to take the virtual tour of the resort to see what is awaiting you.

P.P.S. The 9th Annual Signature Customer Service and Support Professionals Conference a.k.a. Help Desk Professionals Conference and Expo is one of the nation's most exclusive service and support conferences with over 75,000 invited and only the first 350 to register can attend!  The number of attendees is purposely limited to guarantee the most in-depth learning and the best networking experience where you will meet with industry professionals in a friendly and educational environment.

The 9th Annual Signature Customer Service and Support Professionals Conference a.k.a. Help Desk Professionals Conference and Expo

• When: October 22-24, 2007

• Where:  Phoenix Arizona at the incredible Pointe South Mountain Resort

• Why: "Explore Your Options: Service Desks and Contact Centers come together to share and learn proven solutions." We have an incredible line up of speakers, content rich sessions, loads of take aways and brand new fresh material.  We strive to lead the pack with a greater mix of non-traditional topics in our conference program to ensure you are among the most successful leaders in the service and support industry today.

• What: Three full days made up of 50 educational sessions and workshops, gently facilitated Mastermind Sessions designed both for contact centers and service desks with a large emphasis on leadership and people skills.

• How: The small investment for the conference, a few meals, airfare and lodging should come to about $3000. You will get ideas that save you time and resources that will greatly exceed the money paid to attend this exclusive event.  If you are having trouble getting the funds, call Ivy and she will do everything possible to make it possible for you to come.