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| Government Customer Service Conference & Expo : December 10, 2008 |
7:30
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Registration Opens / Exhibits Open (7:30am - 1:30pm)
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8:30
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Opening Session: The EPA Call Center's Path to Overall Excellence:
"Whatever it Takes"
- Dee Clark, Technical Point of Contact, Office of Environmental Information, EPA
- Debra Velasquez, Director, Service Desk Practice, Apptis
Like many federal government agencies, EPA faced the problem of separate and disparate help desks, support structures, and hotlines. To meet this challenge, the EPA Call Center conceptualized, consolidated, and centralized a SPOC (Single-Point-Of-Contact) solution that would meet the needs of 18,000 agency staff, as well as universities and the public.
Attend this session and:
- Hear how the EPA Call Center meets their challenges and provides support to a diverse customer base
- Learn techniques that will motivate and invigorate your agents/staff to excel despite a demanding workload
- Understand the implementation process and lessons learned
- Explore how to build teamwork through partnership and collaboration
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9:15
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IP Contact Center Case Study: Lessons Learned
Beth Huebner, Manager, Technical Support, Cisco
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9:45
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10:15
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The Case for Virtual Agents
- Dora Best, Manager, Trademark Assistance Center, U.S. Patent and Trademark Office
- Shana Webster-Trotman, Management and Program Analyst, Office of Deputy Commissioner for Trademark, U.S. Patent and Trademark Office
Would telework work in your environment? Have you wondered how to incorporate telework into your call center? Can telework motivate and retain your call center employees? Can telework improve your service level?
In this case study you will learn how telework transformed the Trademark Assistance Center (TAC) into a virtual state of the art call center. This session will provide valuable anecdotal information on the benefits and challenges of implementing a telework program within a dynamic real-time environment. The TAC work at home program is regarded as a model for federal government call centers and was recently awarded the 2008 Tele-work Exchange Best New Tele-work Initiative Award.
Attendees will:
- Learn five proven benefits of incorporating a telework program
- Understand implementation processes and lessons leaned
- Gain techniques and tools for managing telework employees
- Learn how to establish program evaluation criteria
- Identify steps for developing a pilot program within your environment
Take away
Attendees will receive hard copies of the Trademark Assistance Center guidelines
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10:45
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Eight Steps to Improve Constituent Service on a Tight Budget
Kevin Paschuck, Vice President Public Sector, RightNow Technologies
Explore how this proven eight-step strategy can help your agency improve the customer experience and service levels across all channels, reduce staffing requirements, optimize organizational productivity, and capture staff knowledge.
Attendees will learn how to:
- Provide easy, immediate access to information by leveraging a centralized knowledge base across all channels
- Explore strategies and technologies that empower customers and employees
- Improve customer satisfaction levels and employee productivity while lowering operational costs – which is critical as demands increase and budgets get tighter
- Apply the 8 steps to deliver exceptional customer experiences across every channel
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11:15
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Web 2.0 and Improving Customer Service
Karen Trebon, Program Analyst, Office of Citizen Services, GSA
This session will discuss Web 2.0 technologies that have the greatest potential in government customer service. Karen will also share data on the current usage of each technology and examples of how government agencies have implemented Web 2.0.
Attendees will:
- Hear definitions of Web 2.0 technologies
- Get data on current usage and projections for the future
- See examples of Web 2.0 in action from around the government
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12:00
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1:00
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How to Measure the Quality of Customer Service eMail
(And What to Do to Improve Your Agent's Writing Skills)
Leslie O’Flahavan, President, E-Write
Contact centers have many ways to measure the quantity of e-mail agents answer, but few even try to measure the quality of agents’ e-mail to customers. This session will help you learn how to go beyond measuring the number of e-mails agents answer per hour to evaluating how well agents respond in writing to customers. You’ll learn how to gauge your agents’ writing strengths as well as the seriousness of your agents’ spelling, grammar, or punctuation errors. You’ll also learn how e-mail quality leads to first contact resolution. You’ll get hands-on experience using E-WRITE’s Customer Service E-Mail Scoring Tool to assess quality.
Attendees will Learn:
- The seven traits of well-written e-mail to customers
- How to measure the quality of your agents’ e-mail using E-WRITE’s Customer Service E-Mail Scoring Tool
- Six strategies for improving agents’ writing skills
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1:45
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Government Customer Self Service
Mike Bradshaw, Director, Google Federal
Participants in this session will learn how agencies are using free, low cost and paid Google technologies in their customer self service architecture.
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2:15
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Citizen Service Award Case Studies: National Cancer Institute
- Mary Anne Bright, Associate Director, Office of Public Information and Resource Management, Office of Communications and Education, National Cancer Institute , NIH
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2:45
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Current and Future Issues Impacting Government Customer Service
- Tom Temin, WFED
- Daryl Covey, NOAA and Government Contact Center Community of Practice
- Adelaide O'Brien, Research Manager, Government Insights
- Stuart Willoughby, Director, USA Services Federal Solutions Division, GSA
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3:30
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View Seminar |
