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Networking Topics @ GCSC
If you'd like to suggest facilitated discussion topics for next May's Government Customer Support Conference
, please email me ASAP.
GCSEA '07 Nominations
The judges are at work on 46 nominations received from throughout Federal, state, and local Governments for the sixth
annual Government Customer Support Excellence Awards. Our finalists will be announced here in the February issue of
Cgov eNews and also featured in Federal Technology Magazine. Winners will be announced at Government Customer Support
Conference 2007 in Washington on Monday, May 7th. Thanks to all who submitted nominations!
If you’re a Government employee or Government contract employee, CLICK HERE
and respond to the following:
Results will be shared next month at the end of this eletter.
- What type of operation do you work in (help desk, call center, web portal, etc.)?
- Briefly describe your group's use, if any, of customer self-service.
- What has been your biggest challenge in providing self-service to customers?
- Do you want to network with others in Government on the topic of self-service?
State & Local Web Sites
Staffing for Chat
Service Effectiveness vs. Efficiency
Thumb Drive Security
Fed IT Workforce
Federal Customer Satisfaction
IT Customer Relations
Shana at Medicare would like to network with others in Government on call monitoring for quality assurance of response
accuracy. Email me if you'd like to join this group.
Computer Services Manager -- Closes January 12
CES Government, Las Vegas, January 10-11
Call Center Summit, Atlanta, January 22-25
Internet Telephony, Ft. Lauderdale, January 23-26
GTC Southwest, Austin, January 29 - February 1
Strategic Internal Communications, Washington, February 12-15
IT Service Management, Las Vegas, February 18-21
Call Center Conference, Miami, February 21-23
“Remember that complex system designs usually signify that solutions have not been completely explored”
-- Mike Hugos
Networking By Type of Operation
Responses were received from Federal, military and local. Challenges cited included balancing customer needs for
face-to-face interaction with agency initiatives to expand on line services, quality assurance of internal customer
service from contractors outside direct jurisdiction, and providing timely, professional responsiveness to diverse
customer needs. Those who replied were put in touch via email. Thanks to those of you who responded and best wishes
for productive interactions!