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- 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
- Your comments, items for sharing, and subscription changes are always welcome at
- Issue date is usually very near the first of each month.
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!
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.
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.
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.
WEB SITE UNIFORMITY
TOP DIGITAL CITIES
VOIP 911 STANDARD
IRS WEB REVAMPS
SECTION 508 AND CALL CENTERS
FED WEB SITE RESULTS
Performance Measurement for e-Gov, Washington, January 24-26
VOIP 2.0, Ft. Lauderdale, January 24-27
SpeechTEK West, San Francisco, January 30-February 1
GTC Southwest, Austin, January 30-February 2
Call Center Conference & Demo, Austin, February 6-8
IT Service Management Conference, Las Vegas, February 12-15
RSA Conference, San Jose, February 13-17
Wireless and RFID Conference, Washington, February 27 - March 1, 2006
Transformation for Results, Baltimore, February 27-March 2
FOSE, Washington, March 7-9
E9-1-1 Institute Honor Awards Gala, Washington, March 8
-- Phone: 202-292-4603
Von Conference, San Jose, March 14-17
Help Desk Institute Annual Conference, Nashville, March 19-22
Knowledge Management Conference, Washington, April 19-21
STI Knowledge Summit, Orlando, April 25-27
Mobile & Wireless Conference, Orlando, May 22-24
Streaming Media East, New York, May 23-24
Government Customer Support Conference 2006, Washington, June 14-15
Customer Service Week, October 2-6
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
"Customer Service Basics" by Kristin Robertson
"In absence of leadership, management steps in, so lead!"
-- Coast Guard Petty Officers' Association