SupportWorld, Jan/Feb 2013

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Page 25 of 51

12:30 pm – 2:00 pm 12:45 pm – 2:00 pm Executive Connections Luncheon and Networking Up-close-and-personal with Jonathan Wolske, Zappos Solutions Spotlights in the Expo Hall 3:00 pm – 4:00 pm SeSSiOn BlOCk 3 301: The Outside-In, Inside-Out Continuum: The Lockheed Martin Experience, Dr. Shue-Jane Thompson, Ian Clayton 302: The Future of Knowledge Management, Greg Oxton 303: Tales of the New Age of Service: The Madman, the Mainstreamer, and the Rebel Hold Court, Jeff Brooks, Chris Dancy, Matt Beran 304: Do More with Less: Improving Efficiencies in Lean Times, Jamie Stannard 305: Inspiring Leadership in the Age of More with Less, Sandy Seroskie 306: Performance to Quality: The Eternal Challenge, Malcolm Fry 307: The Road to Customer Satisfaction: From Service Design to Customer Value, Julie Mohr 308: You Are Not Alone: A Look at Desktop Support Research Results, Jenny Rains 309: Supporting and Managing the Mobile Device Workforce, Michael Devaney 310: Improving Operations with Cloud Computing, Anthony Orr 4:15 pm – 5:30 pm General SeSSiOn Mission Possible, Lieutenant Colonel Rob "Waldo" Waldman Thursday, April 18 7:00 am – 6:00 pm 7:30 am – 8:15 am Registration and Information Breakfast, Executive Connections Breakfast, Breakfast Briefings 8:30 am – 9:45 am General SeSSiOn The Business of innovation, Terry Jones 10:00 am – 11:00 am SeSSiOn BlOCk 4 401: Behind the Numbers: Implications for the Future, Jeff Brooks 402: Let's Make IT Happen, Patrick Bolger 403: Business Continuity Planning for Service Desks, Andrew Ferrigno 404 On the House: Tips for Creating a Faster, Cheaper, and Better Internal, Support Center, Linda Toro, Jason Baker 405: Personnel Performance Management: Treating the Symptoms, Jim McKennan 406: If William Deming Ran Your Support Center, Dan Lafever 407: Back to Basics: Focusing on the Customer Experience, Rae Ann Bruno 408: Cause and Effect: What You Need to Know About Desktop Support KPIs, Jeffrey Rumburg 409: The New Job of IT in an Increasingly Mobile World, Elizabeth Cholawsky 410: To SaaS or Not to SaaS?, Eveline Oehrlich 11:15 am – 12:15 pm SeSSiOn BlOCk 5 501: Strategic Staffing: Winning the War for Talent , John Reed 502: The Benefits of a Quality Problem Management Program, Pete McGarahan 504: Understanding, Adopting, and Sustaining a Shared Services Unit, Julie Mohr 505: First Lead Yourself, Then Lead Others, Mike Kublin 506: The CIA Declassified: Creating a Culture and a Team of Special Agents, Benjamin Compton 507: Metrics 101: Understanding What to Measure and Where to Use the Metrics, John Custy 508: The Customer Experience: Self-Service and Social Support, Roy Atkinson 509: If Buddha Had an iPad: The Ultimate Body Hack for Today's Knowledge Worker, Chris Dancy 510: Cloud Meets Contact Center: From Zero to Hero in Fourteen Days!, Heather Donnelly 11:30 am – 3:00 pm 12:15 pm – 2:00 pm 12:15 pm – 2:00 pm Expo Hall Open Lunch Executive Connections Luncheon and Networking Up-close-and-personal with keynote speaker Terry Jones Solutions Spotlights in the Expo Hall Prize Giveaway in the Expo Hall 12:30 pm – 2:00 pm 2:00 pm – 2:30 pm 2:45 pm – 3:45 pm SeSSiOn BlOCk 6 601: IT Alignment and Value Network Metrics: A Wake-Up Call, Bill Payne 602: The Service Desk: Past, Present, and Future, Malcolm Fry 603: Developing Your Service Improvement Plan, Ric Mims 604: KCS: From the Service Desk to the Enterprise, Steve McMillan, Stephenie Gloden 605: Revolutionize, Revitalize, and Reenergize Your Teams and Your Services, Gregg Gregory 606: Workforce Management Metrics: Putting the Puzzle Together, Fancy Mills 607: Call Monitoring: Scoring for Success, Eddie Vidal 608: Optimize Your Support Center by Understanding the Customer Experience, David Chism, Robert Jew 609: The Secret Sauce: How a Burger Company Reigns Supreme in Field Support, Fabio Pessoa 610: Adapting Workflow Management Tools to Service and Support, Mike Hanson 3 Ways to RegisteR: | 800.248.5667 |

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