SupportWorld, Jan/Feb 2013

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4:00 pm – 5:15 pm General SeSSiOn Between a rock and a Hard Place, Aron Ralston 7:00 pm – 10:00 pm Conference Party Friday, April 19 7:00 am – 1:00 pm 7:30 am – 9:00 am Registration and Information Breakfast, Executive Connections Breakfast 9:00 am – 10:00 am SeSSiOn BlOCk 7 701: Controlling the Cloud: Support Professionals Are Not an Endangered Species, Dr. Dave Penny 702: DevOps: The Future of ITSM, ITIL, and the Cloud, Hank Marquis 703: Student Staff: The Key to Success, Kellie Campbell, Erik Lightbody 704: Story Warriors, Kirk Weisler 705: Do We Need Surveys Anymore?, Phil Verghis, Bill Stockton 706: Fanatical Support at Rackspace, Rob La Gesse 707: BYOD and the Consumerization of IT: Changing the Face of IT Support, Shawn Genoway 708: Walk-In Support: Bring Down the Walls and the Restrictions, Mark Fitzgerald 709: Gamification and Reputation as the Future of Peer-to-Peer Self-Service, Lawrence Eng 710: Let's Chat: The Road to a Successful Chat Implementation, Aran McFarland 10:15 am – 11:15 am SeSSiOn BlOCk 8 801: Can You Handle This? Assessing Your Staffing Strategy, Brian Fox 802: Service Excellence in the New Millennium: Running IT as a Business, Phyllis Drucker 803: Support Tips: Delivered Fast, Fun, and Furiously, Gina Montague 804: Hang Up the Phone and Increase Customer Satisfaction, Richard Graves 805: PMIL: A People Management Infrastructure Library, Bill Payne 806: Knowledge Management Metrics That Matter, Cindy Smith 807: Behavior-Focused Quality Management: NOT By the Numbers, Andy Kilgore 808: Customer Service Lessons from a Couch Potato, Krista Ciccozzi 809: A Journey Through Desktop Optimization, Kelly Polo 810: Are We There Yet? Designing a Service Desk with Mobility in Mind, Michael Estep 11:30 am – 12:45 pm General SeSSiOn The levity effect: Why it Pays to lighten Up, Scott Christopher early Bird Discount Member Discount (gold & above) alumni Discount TOTAL POTENTIAL SAVINGS: $200 $200 $100 $500 | 800.248.5667 apRil 16-19, 2013 | las vegas, Nv

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