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Click now to view detailed program.
PRE -CONFERENCE
SESSIONS - October
21, 2007 |
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SUNDAY,
OCTOBER
21st, 2007 |
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9:00 -
12:00 |
Communications Workshop: How to Develop
and Deliver Advanced Presentations from the Boardroom to
the Platform
Ivy Meadors, High Tech High Touch Solutions, Inc. |
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1:00 -
4:00 |
Coaching
Workshop:
Learn Advanced
Coaching and Mentoring Skills
Randy Celaya,
Results Focused Training |
CONFERENCE PROGRAM - October 22-24, 2007
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MONDAY,
OCTOBER
22nd, 2007 |
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Track Title |
Lessons on Leadership
Developing and Elevating
Solid Leadership Expertise
Leadership |
High Touch Solutions
Developing Individual Talent to Create High Performers
People |
High
Tech Solutions
Advanced
Technology & Insights into Industry Trends
Technology |
Business
Strategies
Best Practices in Metrics, ITIL, Outsourcing,
etc.
Process |
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7:30 - 8:30 |
REGISTRATION
(Complimentary Coffee and Tea)
Get the Most from the Event: Join us in the General
Session room for a conference overview from 8:00 - 8:30 AM |
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8:30 - 9:00 |
Kick-off for The 9th Annual CSSPC 2007
Welcome from High
Tech High Touch Solutions' President, Ivy Meadors and
Co-Chairs Dave Stockwell (REI) and Daryl Covey (NEXRAD) |
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9:00 - 10:00 |
FEATURED
KEYNOTE:
A Balancing Act: Walking the Tightrope of Life,
Mikki
Williams, CSP
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10:15 - 11:15 |
Workshop:
How to Apply
Non-traditional
and Traditional
Leadership Techniques
(NLP, Transformational Leadership, Quantum Physics, Law of
Attraction, etc.)
Ivy
Meadors, High Tech High Touch Solutions, Inc. |
Management
Strategies for High Levels of Agent and Customer
Satisfaction
Vickie Bouffard, Quantum Performance Training |
Knowledge Management:
8 Steps to Deliver Exceptional Customer Experiences
Chris Sortzi, Right Now Technologies |
Three
Sources of Upset in Human Relations and
Their Impact on
Performance Leadership
Eric Albertson
Succeedinginbusiness.com |
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11:30 - 12:30 |
Right to the Heart: The Most Effective People-Skills for the
Greatest Customer Service!
Kate Nasser, CAS, Inc.
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Remote Support:
Leverage Your Support Organization as a Competitive Weapon
and Set Yourself Apart
Andre Angel, NTRglobal |
Case Study:
Honeywell - “Planning and Implementing ITIL and Six Sigma in
a Global Environment”
Todd Haley & Christophe Zajpt,
Honeywell |
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12:30 - 2:00 |
NETWORKING LUNCHEON AND VISIT EVENT PARTNERS |
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2:00 - 3:15 |
Financial Strategies for the Service and Support Manager
Randy Celaya,
Results Focused Training |
Case Study:
Migrating from Instructor-Led
Training to Blended Learning in the WaMu Call Center
Karl Kleinbeck,
Washington Mutual |
Help Desk and Contact
Center Communications Technology and Customer Best Practices
Update,
Peggy Gritt, VoIP Institute |
Workshop:
Apollo 13: An
ITSM Simulation Workshop - See and Experience ITIL
Best-Practices in-Action
Kory Smith, SmITh Consulting |
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3:30 - 4:30 |
Tangible Ways to Rejuvenate and Inspire Your Team!
Kate Nasser, CAS, Inc.
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How to use VoIP in the Service and Support Center
including Advanced Issues and Troubleshooting
Peggy Gritt, VoIP Institute |
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4:30 - 6:00 |
NETWORKING RECEPTION AND VISIT EVENT PARTNERS |
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TUESDAY,
OCTOBER
23rd, 2007 |
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Track Title |
Lessons on Leadership
Developing and Elevating
Solid Leadership Expertise
Leadership |
High Touch Solutions
Developing Individual Talent to Create High Performers
People |
High
Tech Solutions
Advanced
Technology & Insights into Industry Trends
Technology |
Business
Strategies
Best Practices in Metrics, ITIL, Outsourcing,
etc.
Process |
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7:45 - 8:45 |
MASTERMINDS & CONTINENTAL BREAKFAST |
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9:00 - 9:50 |
FEATURED
KEYNOTE:
Master the Skills of Mentoring
Influencing Lives
for Life Building a Foundation for the Journey
Ivy
Meadors, High Tech High Touch Solutions
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10:00-11:00 |
How to Create a
Culture of Success with Emotional Intelligence
Eric Rabinowitz,
DEMA Education |
Case Study:
"How to Deliver Celebrity
Class Service to Your Customers"
Paul Gray,
Pointe South Mountain Resort Presents |
Workshop:
Guerilla Help Desk: Creating an IT Support Center on Low to
No Budget
Dave Stockwell, REI |
Case Study:
Disaster
Recovery and Business Continuity
Corina Stretch,
Puget Sound Energy |
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11:15 - 12:15 |
Owning the
Actions Across the Company - Lessons in Leadership
Bill Price, Driva Solutions |
What Does a
Communication & Awareness Plan Look Like, Brenda Iniguez
FrontRange Solutions
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12:15 - 2:00 |
NETWORKING LUNCHEON AND VISIT EVENT PARTNERS |
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2:00 - 2:50 |
FEATURED KEYNOTE:
State of the Industry and the Future
of Support- Patrick
Bultema, VSpring Capital
"Back by popular demand
delivering fresh new material"
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3:00 -
4:00 |
Executive Panel:
Business Strategies to Address
the Issues of Running Service and Support Centers
Successfully
Panelists: Patrick Bultema,
Corina Stretch, Becky Jo Glover |
How to
De-stress Your Service and Support Center for Greater Productivity
JJ Lauderbaugh,
Lauderbaugh and Associates
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ITIL V2 vs. V3 – Exploring the Differences and
Similarities
Donna Holt, Help Desk Xlence |
Workshop:
“Measure What Matters, or – Put Down that Report, and Step Away from the
Database!”, Lou Hunnebeck, Third Sky, Inc. |
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4:15-5:15 |
Women in Leadership:
Awakening Their Power Within
Becky Jo
Glover, Miami Dade
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Twenty-Six Nuggets You Must Know About Hiring, Firing, and
Inspiring Your Agents
Michael Callahan, Microsoft |
Case Study:
Unique Solutions for the Small/Medium
Support Center
Scott Vincent, Dickey-john |
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Evening Free to Enjoy
the Magnificent Resort |
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WEDNESDAY,
OCTOBER
24th, 2007 |
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Track Title |
Lessons on Leadership
Developing and Elevating
Solid Leadership Expertise
Leadership |
High Touch Solutions
Developing Individual Talent to Create High Performers
People |
High
Tech Solutions
Advanced
Technology & Insights into Industry Trends
Technology |
Business
Strategies
Best Practices in Metrics, ITIL, Outsourcing,
etc.
Process |
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7:45 - 8:45 |
MASTERMINDS & CONTINENTAL BREAKFAST |
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9:00 - 10:00 |
FEATURED
KEYNOTE:
Managing the People Side of Change: Best Practices for 2007
and Beyond,
Phil Eastman, Prosci
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10:15 - 11:00 |
Case Study:
A Bird's-Eye View into Alaska Airline's Support
Susan Wick, Alaska Airlines |
Case Study:
The Top 10 Reports that Management Wants Monthly
Corina Stretch,
Puget Sound Energy
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Root Cause Analysis: How it Can Add Value to Your
Organization
Brenda
Iniguez
FrontRange Solutions |
Today's Winning Practices and Tomorrow's Directions in
Government Customer Support
Daryl Covey, NEXRAD |
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11:15-12:15 |
How to Communicate Effectively Across Generations
Kevin
Osborne, Student and
Ivy Meadors,
High Tech
High Touch Solutions, Inc. |
Consumerization of the Enterprise and the Impact on IT
Sheryl Kingstone,
Yankee Group |
Case Study:
We
Keep You Smiling! - Inside the Delta Dental Support Center,
Brandon Caudle,
Delta Dental |
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12:15 - 1:00 |
NETWORKING LUNCHEON - Boxed Lunches |
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1:00 -
2:00 |
10 Best
Practices for Improving the Quality and Supportability of Products and
Services You Use and Support
Michael Callahan, Microsoft |
Leadership, Personality and Performance – The Secret to
Unleashing Human Potential, Madeline Svendsen, SCI, Inc. |
Process
Olympics
(So popular he is back due to multiple special requests.)
Eric Rabinowitz,
DEMA Education |
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2:10 -
3:10 |
Communicating Workforce Management Information to Executives
Michele Borboa, Contact Center Resources |
The Best Service is No Service
Bill Price, Driva Solutions |
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3:20 -
4:00 |
Closing Session:
How to Apply Your New Found Knowledge from the Conference
give-aways
and Much More.
This is not your typical closing so be sure to stay until
the very end. |
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