Past Meetings and Events 2008

May 14 , 2008

HDI Trillium Chapter 2008 Annual Conference Details/List of Speakers

Event Date: Wednesday, May 14th 2008
Event Time: 8:00AM to 5:00PM
Venue: Metropolitan Hotel Toronto - (108 Chestnut Street)

- Keynote
- Amazing Speakers
- Two Workshops
- Tradeshow and Vendor Showcase
- Great opportunity to network with other support professionals

HDI / itSMF members: $199 - - Non-Members: $299

February 19, 2008

Introduction To First Call Resolution

Time: 1:00PM to 3:00PM
Location: Toronto Metro Hall
Speaker: Rob McDougall - President & Co-Founder of Upsteam Works - Biography

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 , 2008

Knowledge Management - Empower Your Workforce While Lowering Costs

Time: 1:00PM to 3:00PM
Location: Toronto Metro Hall
Facilitator: John Towsley - CEO, B Wyze
Subject Matter Expert: Katherine Lord - K.A. Lord ITSM Consulting

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

Barriers to creating documentation for storing and successfully reusing critical knowledge
Strategies for creating a knowledge database
Managing knowledge effeciently to maximize the return on investment
How to identify and avoid common pitfalls

HDI / itSMF members: Complementary - - Non-Members: Complementary