Referred to as the “Female Tom Peters”, when it comes to business, technology, processes, best practices and the people in the service and support industry, there's only one expert who can speak at all levels. Ivy Meadors, with over 30 years of experience, is a seasoned speaker and consultant in the Customer Service and Support industry and is considered one of the industry’s most respected leaders. Her speeches and presentations consistently scores in the top 5% of the venues where she speaks and draws some of the largest audiences.

As an experienced keynote speaker and seminar leader, Ivy is recognized internationally for her thought provoking, motivational and informative presentations. Ivy’s highly interactive presentations are rich with content and alive with humor and real-life examples. She holds the credentials of a professional speaker as recognized by the National Speakers Association, of which she is an active member.

Ivy is CEO and founder of High Tech High Touch Solutions, Inc. ™, a premier consulting and system integration firm specializing in solving the unique problems that plague customer contact call centers and technical support help desks worldwide. The company is a full-service, vendor neutral business, that looks at service and support entirely from an enterprise viewpoint with the focus on Customer Relationship Management from every aspect.

Ivy Onstage

Ivy Onboard

Committed fully to our industry, Ivy owns and produces The Signature Customer Service and Support Conference aka Help Desk Professionals Conference and Expo, which she co-founded with DCI. She also owns and produces the Government Customer Support Conference and Expo. 

She is co-founder and President of the Customer Service and Support Professionals (CSSP) group. www.thecssp.com

Ivy founded the non-profit International Help Desk Professionals Association (HDPA) and one of the first Knowledge Management User Groups (KMUG) in the nation.

Ivy Online

Ivy publishes the online newsletter, eSharings, sent to 10,000 readers around the world. She was a featured columnist for HDPConnections, the internationally distributed newsletter for Help Desk Professionals. She wrote the monthly column in the number one rated call center magazine in the industry, Customer Interface Magazine. She has appeared in IT Support News, Support Solutions, and PC Magazine, as well as other industry magazines and newsletters.

Why Ivy

Ivy became interested in customer and technical support in 1976. In 1983, she became a member of a fast-paced, multi-site, multi-function, company-wide project team at U S West Communications.  Despite the thousands of miles and different corporate cultures that split team members, the project team she lead consolidated seventy six support centers into seven and still marks its success twenty years later.  Ivy has gained her vast experience from her work at U S West Communications, IBM, and as a consultant in her own firm for the past ten years.  She has worked with, or met  with, over 3000 support centers world-wide.

Ivy received the achievement award for being one of the 25 greatest contributors to the support industry from IT Support News.  She received the prestigious Circle of Excellence award for the President’s Club at U S West Communications, an award given to only 200 people out of 65,000. In 2001, Ivy was selected for the industry’s “Leaders and Legends” Award by Support Technologies.  And now in 2004 she is being honored as one of the top 10 legends in the world in the help desk industry.

In the past 15 years, Ivy has put her focus on improving service and support for both call centers and internal help desks worldwide. The Fortune 1000 clients range from small companies with 500-1000 end users to companies that service millions of customers.  In global situations, she works with companies that have to focus on multi-lingual considerations, technology solutions, industry best processes, and the people working together, sometimes in as many as 50 or more countries. 

An often-requested activity currently in our industry, is to assess if there is a benefit or not of outsourcing, both onshore and offshore. As some corporations bring their help desks and call centers back into the company after it has been outsourced, there is a desire to have expert assistance. Ivy and her team excel in these areas.

Ivy’s work is to provide leadership to clients to teach how they can provide the best service to their customers and/or end users. These service improvements are represented by improved end user productivity and increased first call resolution rates, coupled with reduced costs per call, utilization of self-service and knowledge bases coupled with advanced technology usage. The focus is always on generating a higher return on the investments in technology, human resources, and having improved best practices for the company.