eSharings - Newsletter
High Tech High Touch Solutions, Inc.'s newsletter offers:
♦ Key considerations contributing to personal and professional success
♦ Current insights and Objective advice
♦ Resources for service and support professionals
♦ Technology considerations
♦ Industry events
♦ Culture and people considerations.
♦ Recommended books to read
♦ Loads of Internet resources
Clik or tap the subject to review:
♦ Text Messaging Etiquette: Are you fully present or presently texting?
♦ Are You Receiving Too Much Information and Feeling Overloaded?
♦ 'Outsourced' movie tackles global issue with relatable comedy
♦ HOT Recession Consideration: Don't be Hasty and Outsource Without Doing the Proper Analysis
♦ Use Online Communities to Find Breakthrough Ideas
♦ Recommended Call Center books
♦ Ergonomic working conditions and options for offering modified work environments
♦ Service Desk and Call Center Quiz - What is the True Definition of First Call Resolution?
♦ Loads of miscellaneous resources including many on knowledge management.
♦ List of Call Management Systems
♦ Announcing Ivy's co-authored book "Success is a State of Mind"
♦ Miscellaneous resources including many on "Generations"
♦ High Touch Customer Service
♦ Overview of call center software, 2008 IT Salary and Skills Report plus other resources
♦ Working as a Virtual Employee - is it for you?
♦ Complimentary Offer: Access Useful Resources from Centerserve
♦ Industry Resources including a CRM evaluation guide and other useful items
♦ The best people to learn from are experienced industry peers
♦ The Nordstrom Way to Customer Service Excellence and other recommended readings
♦ Success is a state of mind and a positive attitude will drive you to succeed.
♦ Encourage success and tips to prevent you from de-motivating people
♦ Recommended Readings
♦ Are you stressed, maybe a little?
♦ 22 Non-traditional stress reducers like using Oggz, Herbs and Calms to relax
♦ Do Whatever it Takes
♦ Call Center Podcasts, funny call center video clips
♦ More recommended readings
♦ Are You Still Wrapping Your Tires? There's always a better way.
♦ Resources for exhibitors and marketers
♦ Do you let your contact center and service desk staff access the Internet from their desktop? protect yourself from SPAM using Anonymizers.
♦ Speaker Highlight Ivy Meadors delivers: How to Apply traditional and Non-Traditional Leadership Techniques and How to Develop and Deliver Advanced Presentations from the Boardroom to the Platform
♦ Lions and Tigers and Bears, Oh My! How Service Desk and Contact Leaders Align with the Animal Kingdom.
♦ HI-PO Employees
♦ Speaker Highlight: Randy Celaya delivers Coaching Workshop: It’s not about you! - Coaching for Results and Creating Value: The Financial Role of Support
♦ Why Help Desks / Service Desks Fail and Succeed
♦ Quest for Knowledge
♦ Conference on the Road - Events Delivered at Your Site
♦ Quotes to inspire in the Quest for Knowledge
♦ 8 Key ways to Manage Stress
♦ What is Cyrillic SPAM? Do you get emails full of foreign characters?
♦ Inspirational Video that Shows How Never Giving up on Your Dreams is Worth the Commitment
♦ Speaker Highlight: Phil Eastman Keynotes at The 9th Annual Signature Customer Service and Support Professionals Conference - Prosci PCT Change Management Free Tool
♦ What's "Hot" for 2007 in the Contact Center and Help Desk industry
♦ The "Subconscious Secret" is how the Secret really works!
♦ New book recommendations
♦ Help Desk and Contact Center comedy video clips
♦ The Power of Influence of the handshake and the walk
♦ Influencing Service using The Butterfly Effect - Small Things Can Have Big Impacts
♦ Nautilus' Call Center Motivates with exercise equipment in their building
♦ Bring your pets to work and increase productivity and employee retention
♦ Argh! - I'm stressed out. (resources for a few de-stressors)
♦ Help Desk and Call Centers go to the movies (funny video clips; going to the movies as a team building exercise)
♦ Call protocols for distressed callers (i.e. suicide or bomb threat)
♦ Productivity in the Call Center
♦ How to calculate annual turnover
♦ How to reduce junk mail
♦ More valuable resources on managing change
♦ Change - 5 ways to deal with change, life change scale, change for good
♦ Ambition - A checklist of ideas to achieve your goals, and loads of resources on this topic.
♦ Stress management during a major storm or crisis and the value of call centers and help desks in a disaster.
♦ Are you ok with offshoring to countries that discriminate on race, religion and sex?
♦ Piñatas at staff meetings makes team building fun
♦ Manage procrastinating behaviors and reduce your workload
♦ Horses bobbing for apples teaches the value of finding a better way to do a task
♦ Four types of speeches - which is best for the point you are trying to make & tools for delivering advanced speeches
♦ Should Cell phones, PDAs and the Internet be Allowed in Call Centers?
♦ Cell phone and PDA etiquette
♦ The Frontline Should be Paid Six Figure Salaries
♦ What Horses Can Teach Us About Leadership
♦ Create a Fun Work Environment
♦ Why Top Performers Use Mentors and Coaches
♦ How to Reduce Bad Service Delivery by the Frontline
♦ Making your Help Desk and Call Center "Green"
♦ Help Desk and Call Center Funnies
♦ Eight Best Kept Secrets for Improving Workforce Productivity
♦ Considerations for Leading a Less Than Motivated Support Organization
• Stress in the Help Desk and Contact Center
♦ Encourage Customers and End Users to Open Emails
♦ VoIP Institute and VoIP Resources
♦ Top Customer Support Challenges
♦ Inspiring Others
♦ Developing Young Leaders
♦ A Call Center in Your Home / Work at Home Resources
♦ Digital Photos at Risk and Awareness Bracelets
♦ Help Desk History, Erlang Table, and Communities of Practice
♦ People Factor Resources
♦ What is First Call Resolution
♦ Embarking on the Change to VoIP
♦ Viewpoint: Knowledge Management
♦ Explore Your Options: Gain Optimal Value from Your Contact Center
♦ Change Management
♦ Are You Doing the Blog Yet?
♦ Viewpoint: Call Handling
♦ Explore Your Options: Embracing Change
♦ Be Fully Present and Focused
♦ Viewpoint: Offshoring
♦ Explore Your Options: What is the Driving Force that Motivates you?
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Feel free to email us future topics you want to know about, to ask questions or share resources and ideas.