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Past Meetings and Events 2008November 19 , 2008Closing The Conversation Gap Time: 6:00PM to 8:00PM Premise:We get it. Facebook is in. LinkedIn is a necessary evil. Digging is cool. What the heck is a Twitter? As “2.0” pushes its way into every conversation, how do we separate the signal from the noise? Andrew Peek is a social media maven who has pulled dozens of companies into the conversation. Drawing on his experiences; from working with developers in Palo Alto, to coaching political parties through an election, Andrew consistently leads the (sometimes) unwilling down the rabbit hole with an eye towards being strategic in their choices. This session is about being remarkable in everything you do. From Aksimet to ZeFrank. Not for the faint of heart, Andrew will dispel the notion that people can be pushed from one touch point to the next. Beginning with the roots of permission marketing, he will speak to the right mix required to build relationships, influence behavior, and execute ideas that get talked about in an age of truly “social” media. Or just drop in for the rapid fire Q&A! (No really, what’s a Twitter?) HDI / itSMF members: $20 - - Non-Members: $35 October 21 , 2008Remote Agent Time: 1:30PM to 3:30PM Premise:Whether we want to admit it or not the support industry might be the most schizophrenic industry on the planet today! It seems one minute we are in the back office providing support behind the scenes to end users and customers. The next minute we are moved to the front of the organization and considered “strategic”. Today it is “strategically outsourced and off-shored”. So what’s it going to be? Back office, front office, strategic, outsourced, or off-shored? The answer lies in the ability of Support leaders to find support models offering what their company’s want; an innovative, cost effective, and scalable support model that consistently provides world class support. The VIRTUAL Support Center accomplishes these objectives and more. Join us for a collaborative discussion on the VIRTUAL Support Center, overcoming the challenges to recognize the benefits. HDI / itSMF members: $0 - - Non-Members: $0 - *Complimentary event for all attendees. May 14 , 2008HDI Trillium Chapter 2008 Annual Conference Details/List of SpeakersEvent Date: Wednesday, May 14th 2008 - Keynote HDI / itSMF members: $199 - - Non-Members: $299 February 19, 2008Introduction To First Call Resolution Time: 1:00PM to 3:00PM Premise:First Contact Resolution (FCR) has a big impact on every call center. There are many different misconceptions about what FCR is and what exactly it means to a business. How is FCR impacted with channels like email? What about call transfers? How does self service impact FCR? Join us for an informative discussion that reviews these questions and more, to provide you with an understanding of the basics of what FCR could mean to your contact centre. Join Rob and your colleagues from various organizations for a frank discussion in regards to First Call Resolution. HDI / itSMF members: $20 - - Non-Members: $35 January 23 , 2008Knowledge Management - Empower Your Workforce While Lowering Costs
Time: 1:00PM to 3:00PM Premise:Most companies have a clear disaster recovery plan. If key employees decide to leave the organization, what happens to their knowledge and experience? If this knowledge is not clearly documented it walks out the door!! This session was intended to be a forum for peers to share their challenges and for the participants to collectively add input and potential solutions based on their experience. Key Topics of this Session
HDI / itSMF members: Complementary - - Non-Members: Complementary |
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