HTHTS Home Page | HDPC 2007 |  GCS 2007 Home  | Overview | Registration | Program | Excellence Awards | Event Partners | Travel/Hotel | Exhibitors   

                                                                           Click here to see detailed program

Detailed Conference Program

Hover over the session title to see the session description.
You may need to disable your pop-up blocker.

Session Title

REGISTRATION & CONTINENTAL BREAKFAST

"Presentation of Colors"

Welcome & Introduction with the Conference Chair, Daryl Covey

FEATURED KEYNOTE: Putting Citizens First: Establishing a Common Vision for Citizen Services

Kim Nelson, Executive Director, eGovernment U.S. Public Sector, Microsoft

Advanced Leadership Strategies for
Increased Productivity

Clara Martinez, Management Concepts, Inc.

Help Desk, Contact Center, Service Portal

Case Study:  Maximizing the NaviGAtor Traffic Management System for Real Time Accurate Information

Anthony Bradford, Georgia Department of Transportation

Award Winner Spotlight! 
2006 Overall Excellence Award Winner:
Our Katrina Story: Customer Support
Continuity During an Extreme Disaster

Jack Waldbridge and Jamie Passaro
Space and Naval Warfare Systems Center, New Orleans

 EXCELLENCE AWARDS CEREMONY

Attracting Talent: A 21st Century Approach

April Harris, The Office of Personnel Management

Case Study: Getting Results: Leveraging Technology to Transform Customer Service

David Nelson, Center for Medicare and Medicaid Services

Outsourcing from A to Z:
Using 3rd Parties to Handle Government
Help Desks and Citizen Support

Bill Price, Driva Solutions

Emotional Intelligence in
the Workplace

Eric Rabinowitz, Dema Education

VoIP and the Government
Support Professional

Peggy Gritt, VoIP Institute

TBA

"Process Olympics" with Eric Rabinowitz

FEATURED KEYNOTE:  A Balancing Act: Walking the Tightrope of Life

Mikki Williams, A Speaker Who Lifts You Up and Never Lets You Down

Leading Today's Multi-generational Workforce

Terri Nimmons, Management Concepts, Inc.

Case Study: Knowledge Management / Self-Service

Chris Sortzi

Sponsored by Right Now Technologies

Work At Home: Will This Hot Trend Work for My Customer Support Operations?

Bill Price, Driva Solutions

KEYNOTE: Managing the People Side of Change: Best Practices for 2007 and Beyond

Phil Eastman, Senior Instructor, Prosci Research

Yolunda Davis and Deborah Eaton, IRS

Case Study: Delivering Recovery Services to Disaster Victims and Improving Customer Satisfaction

Kathy Fields, FEMA

Today's Winning Practices and Tomorrow's Directions in Government Support

Daryl Covey, NEXRAD

Susan Reisinger and Gregor McLeod, US Navy

Case Study: How to Maximize the Benefit of eLearning

Wendy Raymer and Karl Kleinbeck, Washington Mutual

Case Study: Metrics and Benchmarking

Becky Jo Glover, Miami Dade County

Panel: ITIL in Use in Government Agencies

Moderator: Ivy Meadors

Panelists: Judy Hogan, Tony Bigonia, and Marcy Avelar

Donna Holt, Help Desk Xlence

Case Study: I Have Customer Satisfaction Score - Now What Do I do?

Ron Oberbilling & Sheri Teodoru, Department of the Treasury / CFI Group

Introduction to Workforce Management: Supervisors Guide to Call Center Staffing and Scheduling

Closing Remarks and Give-aways

KEYNOTE:  Executive Panel: Building the Business Case

Moderator: Ivy Meadors

Site Tour – Exclusive UCC Consolidated Communications Center Site Tour

Free Newsletters  |  All Events  |  Services  |  The Free Resource Stuff  |  Ivy's Slides  |  Suggested Reading  

Previous Events | GCSC 2008 Event  | CSSPC 2007 Event | Testimonials  |  Animal Activist  |  Contact Us  |  HTHTS Home

Reach us at solutions4U@hthts.com or call 425-398-9292.

© Copyright 1999-2008,  High Tech High Touch Solutions, Inc. ™