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Dedicated to sharing ideas, resources, and non-traditional thoughts given in the spirit of providing
information to contribute to those seeking personal and professional transformation.

 

Speaker Highlight: U.S. Congressman Cuellar Presents the Latest on the Federal Customer Service Enhancement Act Attend the 7th Annual Government Customer Support Conference and Expo to hear Congressman Cuellar deliver a keynote speech about his bill to improve customer service at Federal agencies. The Cuellar bill, which passed the House 383-0, will set in place standards to increase the quality of customer service provided by federal government agencies. The Wall Street Journal calls him, “A pro-growth Member in the John F. Kennedy mold,” One of the “Seven Best Legislators,” says the Dallas Morning News. A favorite son of Laredo, the city has honored him as “Laredoan of the Year,” “Distinguished Citizen of the Year,” and “Humanitarian of the Year.” “The federal government should cater to the American people. My bill will raise the bar for federal customer service and pave the way for citizens to have improved, easier transactions with federal agencies,” said Congressman Cuellar. “When people have business with a government agency, I want them to walk away feeling like the government is serving them well.” “The business community has long recognized the need for great customer relations. When people are satisfied with the services provided by a business, they become repeat customers. The same mentality and practices should be applied to government agencies,” said Congressman Cuellar. “I look forward to working with the Senate to move the legislation one step closer to becoming law.” Read more		Complimentary Tele-Seminars February 13th, 2008 10:00-11:00 PT / 1:00-2:00 ET Bill Price, Driva Solutions, presents "The Best Service is No Service" (click here for session details) March 4th, 2008 10:00-11:00 PT / 1:00-2:00 ET Michael Callahan, Microsoft, presents The Greatest Leaders in History and The Decisions That Made Them Great April 1st, 2008 10:00-11:00 PT / 1:00-2:00 ET Michelle Borboa, Contact Center Resources presents "How to Manage Your Workforce" Read the session details.   Call-in Number: 308-344-6400 Access code: 1029936#
Event Highlight The 7th Annual Government Customer Support Conference and Expo April 28-30, 2008 - Alexandria, VA   Leaders of help desks, contact centers, web service portals, and other customer touch points for Government's internal and external customers attend the annual event to learn, share, and synergize as a community of practice! Reserve your seat now email gcs@hthts.com, call 425-398-9292) or register online.   SIGN UP BY 3/15/07 TO ATTEND THE GOVERNMENT CUSTOMER SUPPORT CONFERENCE FOR ONLY $1395.00 and SAVE $~100.00.   www.governmentconference.com		Recommended Reading Call Center Staffing: The Complete Practical Guide to Workforce Management by Penny Reynolds 101 Lessons For GREAT Call Center Management  by Dan Coen The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization by Robert Spector Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results by Jack Mitchell Beyond "Hello": A Practical Guide for Excellent Telephone Communication and Quality Customer Service by Jeannie Davis

 

 

eSharings

The Board Affirms: The Best People to Learn From Are Experienced Industry Peers

The GCS Conference Board unanimously agrees that "learning from experienced practitioners hands-down, delivers the most  valuable seminar experience".  They say what you need and want is learning from the experience of others' success.  At the same time, the right vendor presentations, when based on expert experience implementing tools and processes are some of the best, especially case studies.

Practitioner Board members, Daryl Covey (NEXRAD), Yolunda Davis (IRS), Joanne McGovern (GSA), Seanna Sams (DSHS), Jerry Keely (Pinal County Government), Karen Trebon (GSA), Jack Walbridge (Space and Naval Warfare), and industry experts Elle Melle (BMC), and Bill Price (Driva Solutions, previously VP of Amazon.com), plus Lisa Prendergast (HTHTS), Sharon Koby (HTHTS)  and me (Ivy Meadors) make up the experienced team preparing the program for the Government Customer Support Conference and Expo (GCSC) for Federal, State and Local help desks, contact centers and service portal support groups.

On their GCSC board call this week the team members were coming up with exciting and unique ideas for the event.  It is a privilege and educational experience hearing ideas flow at such an incredible pace when people of this caliber are sharing theirs.

A key observation the team made was about the speakers and content in conference programs.  The program they have designed for the GCSC is made up of primarily of practitioner case studies, trainers, and expert consultants who previously worked as practitioners.  Check out these numbers from the GCSC program of 31 different speakers in the main program (not including the additional 20 Mastermind sessions).

GCSC Program Make-up:

22 of the 31 speakers are non-vendors equating to over 75% of the program delivered by expert practitioners and award winning government agencies.

• 22 people work in the industry (practitioners)

• 4 Professional speaker/ trainers

• 1  vendor speaker who has, as a practitioner previously,  delivered fresh, top-scoring presentations for years

• 5 Industry experts / consultants

The Board, when assessing similarly positioned event's programs,  found them to have between 10% to 20% of their entire programs delivered by practitioners and over 80% delivered by non-practitioners (i. e. vendors, consultants, etc.).

We believe consultants and vendors offer value to an attendee's learning experience but the strongest desire is to learn from their peers.

Which would you prefer to attend - a conference made up of over 70-80% vendor and consultant speakers and a few of your peers or an event made up of over 75% of your peers sharing their proven solutions and a small percentage of vendors and consultants?  You make the decision. 

We look forward to seeing you at a future conference with us.

-->> Speaking Opportunities:  The September Signature event is going to use a similar model to include over 70% of the speakers as non-vendors / consultants.  If you are interested in being considered, email Lisa@hthts.com ASAP to submit a proposal. Session speakers receive a complimentary pass for presenting.

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