GOVERNMENT CONTACT CENTER NEWS - January 2006

Back to ELetter Archives Index

  • The purpose of this monthly eletter is to foster progressive front line customer support in the public sector.
  • Please forward it to others you know in help desks and call centers at all levels of Government.
  • Be sure to visit the web site for our community of practice at www.fedhelpdesk.osf.noaa.gov
  • Your comments, items for sharing, and subscription changes are always welcome at Daryl.L.Covey@noaa.gov.
  • Issue date is usually very near the first of each month.

-- NEWS --

GCS IN '06
As we embark on another great year of serving Government's customers, please consider the perspective in the attachment. Be proud, and have a wonderful year!

GCSC 2006
Our fifth annual gathering at Government Customer Support Conference 2006 is set for June 14-15 at the Sheraton Crystal City Hotel in Arlington, VA. This year's professional growth experience promises to be the best ever, and I hope you'll plan to join us there. Details are being posted at the link listed below.

GCSEA NOMINATIONS
Nominations for the 2006 Government Customer Support Excellence Awards closed on December 31st. The judges will be starting their work very soon! The next nomination period will be in late 2006.

FCCS WRAP
It was great to hear about the Medicare Ombudsman program, IRS' contact center business continuity plans, the American Customer Satisfaction Index, and much more at the Federal Contact Center Symposium. Thanks to all who attended my session on Federal citizen service levels.

-- INFORMATION --

WEB SITE UNIFORMITY
-- http://www.gcn.com/vol1_no1/daily-updates/37662-1.html

TOP DIGITAL CITIES
-- http://www.centerdigitalgov.com/center/highlightstory.php?docid=97446

VOIP 911 STANDARD
-- http://www.fcw.com/article91658-12-08-05-Web&newsletter%3Dyes

(R)eCYCLING
-- http://www.gao.gov/new.items/d0647.pdf

IRS WEB REVAMPS
-- http://www.eweek.com/article2/0,1895,1900384,00.asp

SECTION 508 AND CALL CENTERS
-- http://www.simbly.com/Section508_article.doc

FED WEB SITE RESULTS
-- http://www.gcn.com/vol1_no1/daily-updates/37793-1.html

-- COMING EVENTS --

Performance Measurement for e-Gov, Washington, January 24-26
-- http://www.aliconferences.com/conferences/performancemeasurese_gov0106/0106.html

VOIP 2.0, Ft. Lauderdale, January 24-27
-- http://www.itexpo.com

SpeechTEK West, San Francisco, January 30-February 1
-- http://www.speechtek.com

GTC Southwest, Austin, January 30-February 2
-- http://www.govtech.net/gtc/index.php/GTCSouthwest2006?promo=-SW06

Call Center Conference & Demo, Austin, February 6-8
-- http://www/ccdemo.com

IT Service Management Conference, Las Vegas, February 12-15
-- http://www.pinkelephant.com

RSA Conference, San Jose, February 13-17
-- http://www.rsaconference.com

Wireless and RFID Conference, Washington, February 27 - March 1, 2006
-- http://www.e-gov.com/event_planning/cfp.asp?Conference=110

Transformation for Results, Baltimore, February 27-March 2
-- http://www.opm.gov/conference

FOSE, Washington, March 7-9
-- http://www.FOSE.com

E9-1-1 Institute Honor Awards Gala, Washington, March 8
-- Phone: 202-292-4603

Von Conference, San Jose, March 14-17
-- http://www.von.com

Help Desk Institute Annual Conference, Nashville, March 19-22
-- http://www.thinkhdi.com

Knowledge Management Conference, Washington, April 19-21
-- http://www.e-gov.com/event_planning/cfp.asp?Conference=111

STI Knowledge Summit, Orlando, April 25-27
-- http://www.integreo.com/summit/

Mobile & Wireless Conference, Orlando, May 22-24
-- http://survey.computerworld.com/surveys/MWWCallforPresentations06/mwwcallforpresentations06.htm

Streaming Media East, New York, May 23-24
-- http://www.streamingmedia.com/east

Government Customer Support Conference 2006, Washington, June 14-15
-- http://www.governmentconference.com

Customer Service Week, October 2-6
-- http://www.csweek.com/customer_service_week.php

-- OPPORTUNITIES --

Voice of America is looking for several contract Web Page Editors to assist in the daily production and posting of news-related stories in the English language. For additional information email mmessing@voanews.com.

-- GOOD READING --

"Customer Service Basics" by Kristin Robertson
http://www.krconsulting.com/pdf_archives/pdf/customer%20service%20basics.pdf

-- PARTING THOUGHT --

"In absence of leadership, management steps in, so lead!"
-- Coast Guard Petty Officers' Association

Best wishes for a wonderful 2006!




Disclaimer      Privacy Notice