High Tech High Touch Solutions | Help Desk, Service Desk & Call Center Consulting & Conferences and Expos

Produced by the team at High Tech High Touch Solutions and the indispensable GCSC Board members

Discover Business Strategies, Technology Solutions and Better Practices to Solve Your Contact Center, Help Desk and Service Portal Challenges.

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EVENT PROGRAM

MONDAY, APRIL 28, 2008
Track Title	Lessons on Leadership Developing and Elevating Solid Leadership Expertise Leadership	High Touch Solutions Achieving Operational Effectiveness People	Business Strategies Advanced Technology & Insights into Industry Trends Process and Technology	Workshops In-depth sessions to learn how to apply the knowledge
Track Chair	Sharon Koby High Tech High Touch Solutions, Inc.	Yolunda Davis IRS	Karen Trebon GSA	Seanna Sams Washington Department of Social and Health Services
7:30 - 8:30	REGISTRATION (Complimentary Coffee and Tea)
8:30 - 9:00	EVENT Kick-off - Welcome from Chair, Daryl Covey, NEXRAD
9:00 - 9:50	FEATURED KEYNOTE: Speak Your Truth: The Key Action Steps For Soaring To Outrageous Results Colette Carlson, Speak Your Truth
10:00 - 11:00	The Greatest Leaders in History and The Decisions That Made Them Great Michael Callahan, Microsoft	The Best Service is No Service Bill Price, Driva Solutions	How to Gain Economic Advantage by Going Green Mary Jo Snavely Responsible Purchasing Network	Service Management - Learning How to Leverage the Business Benefits of IT (ITIL V.3) Lou Hunnebeck, Third Sky
11:15 - 11:45	2008 Government Customer Support Excellence Awards Ceremony
11:45 -1:30	NETWORKING LUNCHEON AND VISIT EVENT PARTNERS
1:30 - 2:45	Women in Leadership Tanya Lowe, Department of Labor	Case Study: How to Build an Agent Retention Strategy Matt June, Defense Logistics Agency Sponsored by NISH	Today's Winning Practices and Tomorrow's Directions in Government Support Daryl Covey, NEXRAD	Workforce Management for Non-Workforce Managers Michele Borboa, Contact Center Resources
3:00 - 4:00	How to Apply Non-Traditional Leadership Techniques Ivy Meadors, High Tech High Touch Solutions	Case Study: The Benefits of Tele-workers / Work at Home Dora Best and Shana Webster-Trotman, US Patent and Trademark Office	Governance: How to Make Decisions that Define Expectation, Empower People, and Ensure Successful Outcome Kim Nelson, Microsoft
4:15 - 5:15	Cultivating Greatness: Proactive Vaccines to Prevent 8 Toxic Customer Service Habits Kate Nasser, CAS, Inc.	What Does a Communication & Awareness Plan Look Like Brenda Iniguez, FrontRange	Web 2.0 (Webchat, Blogs) - The Latest Version of Government Karen Trebon, GSA	Unbiased Technology Review CMS, CRM, and KM Peggy Gritt, ZelphaMedia
	Optional Monument Tour and Networking Dinner or Enjoy Alexandria's Old Town

TUESDAY, APRIL 29, 2008

Track Title

Lessons on Leadership

Developing and Elevating Solid Leadership Expertise

Leadership

High Touch Solutions

Achieving Operational Effectiveness

People

Business Strategies

Advanced Technology & Insights into Industry Trends

Process and Technology

Workshops

In-depth sessions to learn how to apply the knowledge

7:45 - 8:45	MASTERMIND SESSIONS & CONTINENTAL BREAKFAST In-depth sessions are focused small-group presentations that take a deeper look into specific subject matter. Since these sessions have limited capacity you are encouraged to get to your preferred session table early.
9:00 - 9:50	FEATURED KEYNOTE: Master the Skills of Mentoring Influencing Lives for Life by Building a Foundation for the Journey Ivy Meadors, High Tech High Touch Solutions
10:00-11:00	Case Study: The 411 on Starting a 311 Operation Jerry Keely, Pinal County Government	Case Study: How to Effectively Manage the Emotions of a Caller Natalie Smith and Jennifer DiNicola, National Runaway Switchboard	Case Study: USA Contact - The Government Contract Designed Exclusively for Contact Centers Carolyn Kaleel	Finding Freedom in Accountability: How to Achieve Organizational Success by Creating a Value-driven Team Michael Callahan, Microsoft
11:15 - 12:15	Stress Relief and Productivity: Managing a Positive Working Landscape Mia Melanson, Performance Consulting		Case Study: 8 Steps to Deliver Exceptional Customer Experiences Using Knowledge Management Tom Maloney, EPA Sponsored by RightNow
12:15 - 2:00	NETWORKING LUNCHEON AND VISIT EVENT PARTNERS
2:00 - 2:50	FEATURED KEYNOTE: State of the Industry and the Future of Support- Patrick Bultema, VSpring Capital
3:00 - 4:00	Motivating and Inspiring Extraordinary Performance: Mastering the Fundamentals Mia Melanson, Performance Consulting	Part A: How to WOW People: Customers and Management That Aren't Like You Part B: Dealing With Difficult Interactions with Customers and Team Members Kate Nasser, CAS, Inc.	Customer Satisfaction Surveys: Measuring Your Organizations’ Support Performance Tracey Williams, CDO Technologies (Army)	Part A: How to WOW People: Customers and Management That Aren't Like You Part B: Dealing With Difficult Interactions with Customers and Team Members Kate Nasser, CAS, Inc.
4:15-5:15	How to Maintain High Team Morale Kathy Verhaal, IRS		Help Desk and Contact Center Communications Technology and Customer Best Practices Peggy Gritt, VoIP Institute

Networking Dinner Cruise on the Potomac. Call 202-832-9800 and mention "Cgov" for reservations.

WEDNESDAY, APRIL 30, 2008