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This page archives the educational materials that we come across at chapter meetings, conferences and beyond that we’ve personally found value in consulting.

Also, be sure to check out our Library. Our “travelling library” attends all of our meetings and its contents are available for you to check out for free as a member.

As always, if you have topics you’d like to see covered in future meetings, please contact our VP of Programs.
  

		Topic: Using a Quality Assurance Program to Improve Customer Satisfaction Customer satisfaction is a key element of any successful helpdesk or service desk. How do you know if your customers are satisfied? How can you implement quality controls to ensure that guidelines are followed and deliverables are met? This presentation will focus on the implementation of a quality assurance program at TIAA-CREF, beginning with where they started and concluding with where they are now. The presentation will also offer guidelines on ways to implement a quality assurance program at your organization. The attached file is a Microsoft Powerpoint presentation; approx 920kb.
		Click here for a sample Quality Assurance Evaluation Form (Word format)
		Topic: Service Level Management – Framework of the Organization There are many important and fundamental, but sometimes overlooked, individual components in Service Level Management (SLM). Once begun, SLM can change how an IT department views its customers, positions itself as a partner in the organization, manages customer expectations, and aligns its resources to the mission of the organization. This overview touches on, highlights, and explores SLM component order, roles, contents, structure, ownership, maintenance, communications, challenges, and benefits. The session will also include suggestions (examples), question/answer, and sharing opportunity. The attached file is an Adobe Acrobat (pdf) presentation; approx 360kb
		Topic: Interviewing Skills: Tips and Tricks to "Ace the Interview" Presented by Bill Peppler of Skillstorm Are you prepared for your next interview? Do you know how to properly prepare, give the best answers and ask the right questions? This session will help you update, enhance and perfect your interviewing skills so that you can approach your next interview with supreme confidence and get the job!! The attached file is an Adobe Acrobat (pdf) presentation; approx 1.6mb
		Topic: What the Heck is a Service Desk? Presented by Ryan Hasbrook of BrookSource One company calls it a helpdesk. Another company calls it the IT support center. Another company calls it technical support. ITIL calls it a Service Desk. What the heck is a service desk? This session will touch on the ITIL fundamentals of a Service Desk and equip you with tools and knowledge you can use to deliver quality service to your users and customers. The attached file is an Adobe Acrobat (pdf) presentation; approx 330kb
		Topic:  Change Management: The Greatest ROI of ITIL Presented by Matthew Neigh of Cherwell So you want to do Change Management. After all, according to all that data out there, doing Change Management is the sign of a mature organization. Truth is, it is one of the greatest ROI’s of ITIL…when done well. Unfortunately, everyone seems to have a surefire way to implement it. Vendors will tell you there product does it out-of-the-box, no work on your end. Books will give you a sure fire formula. Reality is that Change Management is going to be very unique to every organization. In this session learn about the myths, the reality and a framework for bringing Change into your organization. Then get ready to experience some real ROI! The attached file is an Adobe Acrobat (pdf) presentation; approx 22.6mb
		Topic:  The Value of Community Presented by Sophie Klossner of HDI Since the founding of our country, Americans have understood the value of being able to associate and assemble. Our founders understood and believed the concept of forming “associations” or “communities” as important to the future of our country, so much so that they wrote it into the U.S. Constitution. “ (excerpt from HDI Focus Book “The Professional Association…” written by Rich Hand.) HDI, the community for the support professional, takes on the personality of the individuals within its community. Sophie Klossner invites you to become part of that personality. Join her on the road to a powerful community that you build, that you take away from it what you put in, and what that community can give you in return for your support The attached file is an Adobe Acrobat (pdf) presentation; approx 1.4mb
		Topic:  Sharepoint as a KM Platform Presented by Geoff Ables of C5Insight The attached file is an Adobe Acrobat (pdf) presentation; approx 1.8mb
		Global Financial Crisis Prompts Renewed Focus on Motivating Employees From Robert Half: "The current global economy has led to increased workloads and higher stress levels for accounting and finance professionals around the world. The new *Robert Half Global Financial Employment Monitor outlines strategies companies have adopted to improve employee morale and productivity."Learn about: - The impact of the economy on financial professionals – Steps businesses are taking to maintain productivity – Hiring and retention challenges *Note: The download is free but requires registration on Robert Half’s site.
		Topic: Do You Know How Happy (or Not) Your Customers Are? Understanding the quality of service as viewed by the customer is key to long-term customer loyalty and organizational success. Cinda Daly will discuss the key ingredients for a successful customer satisfaction measurement program including survey techniques, what questions to ask, survey timing, sample size and application of the feedback. She will outline the various survey methods and highlight the criteria to consider for which method to use and when. Finally, you will learn the various forms of question construction, the advantages of each question format, and, how to craft questions that lead to valid results. The attached file is an Adobe Acrobat (pdf) presentation; approx 800kb
		Topic: The Sourcing Tsunami and the Rise of the Virtual Support Center The service and support industry is going through its next wave of change. Where will support centers be located? Traditional off shoring, captive or outsourced, which has been popular this decade, is giving way to alternative solutions including work from home models for service and support organizations. Are organizations prepared for this shift in work? Are they prepared to build and deploy a Virtual Support Center? This collaborative discussion looks at the current market conditions for support, and discusses the benefits of the Virtual Support Center. Important topics for this discussion include: the economics of support today, why organizations should consider decentralization in their support models, short and long term benefits of a Virtual Support Center and managing the dynamic remote workforce. Attendees will gain valuable insight on the challenges and opportunities of this newest support model for the service and support industry and get key tips on how to build and deploy a remote workforce. The attached file is an Adobe Acrobat (pdf) presentation; approx 2.5mb
		Topic: Utilizing Call Center Metrics to Determine Caller Satisfaction How do you determine if your callers are satisfied? Are you using your call center tools and technologies to help gauge customer satisfaction? This presentation will explore the more popular metrics call centers use to measure their performance. We all use a different reporting structure to determine if we are meeting our call center goals. The data each of us uses to determine which is the most important for driving caller satisfaction is as varied as our management styles. Some or all of the following measurement tools are used to judge success in your service desk or helpdesk. The attached file is a Microsoft Powerpoint presentation; approx 5.2mb.
		Topic: How to Recession-Proof Your Career Given the turbulent economy, many professionals are doing their best just to keep their careers afloat. But whether you’re concerned about your current position or looking for a new one, now is the time to take action to raise your visibility and “recession-proof” your career. In this presentation, you’ll learn strategies for: Staying motivated and productive on the job Becoming an indispensable asset to your employer Landing a job in a tough economy Improving your marketability to ensure ongoing career success The attached file is a Microsoft Powerpoint presentation; approx 1.2mb.