| |
|
Track Title |
High
Touch Solutions
Lessons on Leadership |
High Tech Solutions
Technological Solutions |
Business
Strategies
Best
Practices & Processes |
|
7:30 - 8:30 |
REGISTRATION & CONTINENTAL BREAKFAST |
|
8:30 - 9:00 |
"Presentation of Colors"
Welcome &
Introduction with the Conference Chair, Daryl Covey |
|
9:00 -9:50 |
FEATURED KEYNOTE:
Putting Citizen's First: Establishing a Common Vision for
Citizens
Kim Nelson, Microsoft, eGovernment U. S. Public Sector
|
|
10:00 -11:20 |
Advanced Leadership Strategies for
Increased Productivity |
Case Study:
Maximizing the NaviGAtor Traffic Management System for Real Time
Accurate Information - Anthony M. Bradford, Georgia Department of
Transportation |
Winner
Spotlight!
2006
Overall Excellence Award Winner
Our Katrina Story: Customer Support Continuity During an Extreme
Disaster |
|
Clara Martinez
Management Concepts, Inc. |
Anthony M. Bradford
Georgia Department of Transportation |
Jack
Waldbridge and
Jamie Passaro
Space and Naval Warfare Systems Center, New Orleans |
|
Help Desk, Call Center, Service Portal |
Call Center, Service Portal |
Contact Center, Service Portal |
|
11:30-12:00 |
GOVERNMENT CUSTOMER SUPPORT
EXCELLENCE AWARDS CEREMONY |
|
12:00-1:30 |
NETWORKING
LUNCHEON AND VISIT EVENT PARTNERS |
|
1:30 -
2:45 |
Attracting
Talent:
A 21st Century Approach |
Case Study:
Getting
Results: Leveraging Technology to Transform Customer Service |
Outsourcing from A to Z
Using 3rd-Parties to Handle Government Help Desks and
Citizen Support |
|
April Harris
The Office of Personnel Management |
David Nelson
Center for
Medicare and Medicaid Services
Sponsored by Oracle
|
Bill Price
Driva Solutions |
|
Help Desk, Call Center, Service Portal |
Help Desk, Call Center, Service Portal |
Help Desk, Call Center, Service Portal |
3:00 -
5:00
(Workshops) |
Emotional Intelligence in the Workplace |
VoIP and the Government Support Professional |
Putting ITIL,
Six-Sigma
and CobIT
to
WORK-shop |
|
Eric Rabinowitz
DEMA Education |
Peggy Gritt
VoIP Institute |
Greg
Charles
|
|
Help Desk |
Help Desk, Call Center, Service Portal |
Help Desk |
|
5:00 - 6:00 |
The Ever
Popular “Process Olympics” (loads of fun and super
educational) with
Eric Rabinowitz, Dema Education |
|
Track Title |
High
Touch Solutions
Lessons on Leadership |
High Tech Solutions
Technological Solutions |
Business
Strategies
Best
Practices & Processes |
|
7:45 - 8:45 |
Mastermind Sessions & Continental
Breakfast
(sessions may
vary depending on attendee interests)
Workforce Management, Customer
Service, VoIP, Self-service, Strategies for Calming
Difficult People, Stress Management, ITIL, Inspiring on a
Shoestring Budget, Customer Satisfaction Surveys
Running a Small Help Desk, Knowledge Management,
Metrics, Leadership, Culture, Technology, Hiring, Firing &
Inspiring, Citizen Service Levels, etc. |
|
8:45 - 9:50 |
FEATURED
KEYNOTE:
A Balancing Act: Walking the Tightrope of Life, Mikki Williams |
|
10:00 -11:15 |
Leading Today's
Multi-Generational Workforce |
Case Study:
The 8 Steps to Delivering Exceptional Customer Experiences |
|
Terri Nimmons
Management Concepts, Inc. |
Chris Sortzi
Sponsored by Right Now Technologies |
|
Help Desk, Call Center, Service Portal |
Help Desk, Call Center, Service Portal |
|
11:15 -11:30 |
MORNING BREAK |
|
11:30 -12:30 |
Communications that Make a Serious Impact: Develop and
Deliver Advanced Presentations to Executives, at Staff Meetings
or From the Platform
Ivy Meadors
High Tech High Touch Solutions, Inc.
Help Desk, Call Center, Service Portal |
Work At Home:
Will this Hot Trend Work for My Customer Support Operations? |
|
Bill Price
Driva Solutions |
|
Help Desk, Call Center, Service Portal |
|
12:30 - 2:00 |
LUNCHEON AND
VISIT EVENT PARTNERS |
|
2:00 - 2:50 |
KEYNOTE:
Managing the People Side of
Change: Best Practices for 2007 and Beyond - Phil Eastman,
Prosci |
|
3:00 - 4:00 |
Case Study:
Building a
Collaborative Culture through Employee Engagement |
Case Study:
FEMA Contact Centers:
Delivering Recovery Services
to Disaster Victims and Improving Customer Satisfaction |
Today's
Winning Practices and Tomorrow's Directions in Government
Customer Support |
|
Yolunda Davis and Deborah
Eaton
IRS |
Kathy Fields
FEMA |
Daryl Covey
NEXRAD |
|
Help Desk, Call Center, Service Portal |
Help Desk, Call Center |
Help Desk, Call Center, Service Portal |
|
4:00 - 4:15 |
AFTERNOON BREAK |
|
4:15 - 5:30 |
Case Study:
Empowering Agents to Use Tacit Knowledge
and Exceed
Expectations
Dr.
Susan Reisinger and Gregor McLeod
American Systems (representing
US Navy Global Distance Support Center)
Help Desk, Call Center, Service Portal |
Case Study:
Hiring People with Disabilities to
Improve Service Levels and Lower Costs |
|
Mark Middendorp and Peggy Gritt
Sponsored by Nish |
|
Help Desk, Call Center, Service Portal |
|
Track Title |
High
Touch Solutions
Lessons on Leadership |
High Tech Solutions
Technological Solutions |
Business
Strategies
Best
Practices & Processes |
|
8:00 - 8:50 |
Mastermind Sessions & Continental
Breakfast
(sessions may
vary depending on attendee interests)
Workforce Management, Customer
Service, VoIP, Self-service, Strategies for Calming
Difficult People, Stress Management, ITIL, Inspiring on a
Shoestring Budget, Customer Satisfaction Surveys
Running a Small Help Desk, Knowledge Management,
Metrics, Leadership, Culture, Technology, Hiring, Firing &
Inspiring, Citizen Service Levels, etc. |
|
9:00 -10:00 |
Case Study: Migrating from Instructor-led Training to
Blended eLearning
in the Call Center |
Case Study:
Metrics and Benchmarking: Counting What Counts |
Panel:
ITIL Best Practices - Real World Answers |
|
Wendy
Raymer and Karl Kleinbeck
Washington Mutual |
Becky Jo Glover
Miami Dade County |
Moderator:
Greg Charles |
|
Help Desk, Call Center, Service Portal |
Help Desk, Call Center, Service Portal |
Help Desk, Call Center, Service Portal |
|
10:00 -10:15 |
MORNING BREAK |
|
10:15 -11:15 |
The Secrets of Successful Stress Management |
Case Study:
I Have Customer Satisfaction Scores – Now What Do I Do? |
Introduction to Workforce Management:
Supervisors Guide to Call Center Staffing and Scheduling |
|
Donna
Holt
Help Desk
Xlence |
Ron Oberbilling & Sheri Teodoru
Department of
the Treasury / CFI Group |
Maggie
Klenke
Call Center School |
|
Help Desk, Call Center, Service Portal |
Help Desk, Call Center, Service Portal |
Help Desk, Call Center, Service Portal |
|
11:30 -12:00 |
Closing
Remarks and Give-aways |
|
12:00 - 1:00 |
KEYNOTE:
Executive Business Case Panel
Moderator: Ivy Meadors, High Tech High Touch Solutions, Inc.
Panelists: Kathy Fields - FEMA, Becky Jo Glover – Miami Dade County,
Kim Nelson - Microsoft –
Grand Ballroom
|
|
2:30 - 4:00 |
Site
Tour – Consolidated Communications Center - District of
Columbia |
Register Here
|
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