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MONDAY, SEPTEMBER 14, 2009 |
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Leadership / Soft Skills |
Technology / Processes |
Business Strategy |
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7:30-8:30 |
Registration & Complimentary Coffee and
Tea |
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8:30-8:45 |
Event Kick-off with Bill Price and Ivy
Meadors |
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8:45 - 9:30 |
Featured Keynote: A New Way of Thinking
of Service and Support for the Best Results
Ivy Meadors, High Tech High Touch Solutions |
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9:45 - 10:30 |
Case Study: Strategic Thinking in a Tactical Environment
Greg Charles, CA |
The Best Service is No Service
Workshop (Part 1)
Bill Price, Driva Solutions |
Resilient Teams in Uncertain Times: 10 Lessons for
Leading Your Team Through Change and Uncertainty
Michael Callahan, Microsoft |
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10:30 - 10:45 |
Refreshment Break |
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10:45 - 12:00 |
TAG You're It: Thanks, Appreciation & Gratitude at Work
Theresa Chambers, Recognition Works |
The Best Service is No Service
Workshop (Part 2)
Bill Price, Driva Solutions |
Case Study: Increasing Front-line Engagement and
Customer Engagement in a
Downturn Economy
Rob Siefker, Zappos |
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12:00-1:15 |
Networking Luncheon and Visit Event
Partners |
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1:15 - 2:45 |
Stress and Time Management
Strategies for Leaders
Jan McLaughlin,
Your Communication Connection |
Case Study: Developing and Delivering a Successful
Business Continuity Plan
Corina Stretch, Puget Sound Energy |
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2:45 - 3:00 |
Refreshment Break |
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3:00 - 4:30 |
Change That Tune: Developing New Ways
to Solve Every Day Challenges
Game Show Host - Doug Bear, Kitsap County |
Strategies to Shift Your Service and Support Center from
Surviving to Thriving
Bill Price, Driva Solutions |
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4:45 - 6:00 |
Facilitated Networking Session |
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TUESDAY, SEPTEMBER 15, 2009 |
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Leadership / Soft Skills |
Technology / Processes |
Business Strategy |
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8:00 - 8:45 |
Mastermind Networking Sessions and Continental Breakfast |
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9:00 - 10:15 |
Turning Managers into Leaders
Workshop (Part 1)
Brad Worthley, Brad Worthley, Inc. |
Case Study: Improving Customer Service While Enduring
Budget Challenges
Doug Bear, Kitsap County Public Works |
Panel: Save Time, Money & the
Environment: Tools for Sustainable Support Centers -
Michael O'Brien Sustainable Industries |
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10:15 - 10:30 |
Refreshment Break |
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10:30 - 11:30 |
Turning Managers into Leaders
Workshop (Part 2)
Brad Worthley, Brad Worthley, Inc. |
Case Study: Successful Deployment of an Enterprise VoIP
Solution
Gentry Valley, Costco |
Resources and Best Practices for Teleworkers: An Online
Toolkit
Monica Babine, WA State University |
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11:30 - 12:45 |
Networking Luncheon and Visit Event
Partners |
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12:45 - 1:45 |
Keynote Address: Jeanie Engle, Chief
Knowledge Officer, NASA |
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2:00 - 3:00 |
Learn Executive
Business Skills for Progressive Service Leadership -
Part 1
Brenda Iniguez, Pink Elephant Corp. |
10
Critical Steps to Embrace Cultural Change and Improve
Businesses Process - Part 1, Jeremy Klingel, Exervio |
Top 10 Ways to Get Millennial Value in Baby Boomer
Organizations
Ivy, High Tech High Touch Solutions |
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3:00 - 3:15 |
Refreshment Break |
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3:15 - 4:00 |
Learn Executive
Business Skills for Progressive Service Leadership -
Part 2
Brenda Iniguez, Pink Elephant Corp. |
10
Critical Steps to Embrace Cultural Change and Improve
Businesses Process - Part 2, Jeremy Klingel, Exervio |
Manage Conflict and Empower People - The Leader’s
(Unspoken) Critical Imperative - Carol Bowser
Conflict Management Strategies |
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4:10 - 5:00 |
Closing
Keynote:
Enlightened Leadership - A Toolbox for Authentic Power,
Danna Beal, M.Ed. |
