Government Customer Support Update
for October 2007

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-- COMMUNITY NEWS --

GCSEA ‘08 Nominations Are Open ’08
Your nominations for the 2008 Government Customer Support Excellence Awards are welcome through December 15th. Guidance for submitting them follows in a separate email and should also be on our web site soon.

See You @ Signature
If you’re attending the Signature Conference this month, please join me for the Government networking dinner group on Tuesday the 23rd and for my session on winning customer support practices the following morning. The conference link is in **Events** below.

GCS ‘08 Speaking Proposals Are Open
Your speaking proposals are welcome through October 31st for the 2008 Government Customer Support Conference program in Alexandria, Virginia next April 28-30. Email me ASAP for proposal guidelines if you’re interested.

Customer Service Conference in December
This event for Federal contact centers in the DC area will take place on Thursday, December 6th at the Reagan Center. For details, see -- http://www.digitalgovernment.com.

GCS Discounts
If you’re planning to attend our GCS program in Alexandria next April, watch for early-registration discounts at -- http://www.hthts.com/gcs.htm.


-- INFORMATION --

Email Management
-- http://www.nxtbook.com/nxtbooks/cmp/cmi_200709

Customer Experience
-- http://www.rightnow.com/pdf/whitepapers/CEI-2007.pdf

Universal Agents
-- http://www.destinationcrm.com/articles/default.asp

Web Video
-- http://www.fcw.com/article103507-08-20-07-Print

Speech Analytics
-- http://www.gcn.com/print/26_23/44996-1.html

Web Services
-- http://www.governmentexecutive.com/features/0907-01/0907-01admt.htm
-- http://www.govexec.com/story_page.cfm?articleid=38064&dcn=e_gvet

Business Intelligence
-- http://www.computerworld.com/action/article.do

Avatars
-- http://www.govtech.com/gt/articles/143656


-- RESOURCES --

Business Case
-- http://www.contactprofessional.com/issues/article.asp

VoIP
-- http://www.cio.com/article/40796

Biometrics
-- http://www.gcn.com/print/26_22/44932-1.html

Service Oriented Architecture
-- http://webservices.xml.com/pub/a/ws/2003/09/30/soa.html

IT Security
-- http://www.dodig.osd.mil/audit/reports/FY07/07-123.pdf

Internet Use
-- http://www.govtech.com/dc/articles/142023

Disaster Preparedness
-- http://www.dhs.gov/xlibrary/assets/National_Preparedness_Guidelines.pdf

Singularity
-- http://www.singinst.org/overview/whatisthesingularity


-- OPPORTUNITIES --

Federal IT Specialist Opening
Kansas City – Closes October 15.
-- http://jobsearch.usajobs.opm.gov/getjob.asp

Host Our Tour!
If your Government contact center or other customer portal in the DC area would be willing to host a tour for attendees at GCS ’08 on Wednesday afternoon, April 30, 2008, please let me know. It’s a great opportunity to show off what you do to other customer support professionals in Government! Tour time and cutoff size for the group is established based on what the host agency can accommodate.


-- FREE eLEARNING --

Search Engines
-- http://www.eweek.com/slideshow_viewer/0,1205,l=&s=26782&a=214987&po=1,00.asp

ITILv3
-- http://presentations.inxpo.com/Shows/ZiffDavisEnterprise/VTS/10-02-07/Website/program.htm


-- EVENTS --

Customer Service Week 2007
October 1-5
-- http://www.csweek.com

E-Learning
DC Area, October 4
-- http://www.digitalgovernment.com/Seminars/E-Learning_Strategic_Workforce_Management-October_4_2007Conference_Exhibition.shtml

Help Desk Government Forum
Colorado Springs, October 9-11
-- http://www.thinkhdi.com/files/executiveForums/GovernmentForumSlick3.pdf

Enterprise Architecture
DC Area, October 10-11
-- http://www.digitalgovernment.com/Seminars/Enterprise_Architecture_How_To_Get_Started-October_10-11_2007.shtml

Localization
Seattle, October 17-18
-- http://www.localizationworld.com

Service Innovation Summit
Orlando, October 17-19
-- http://serviceinnovation.org/membersummit07/index.php

Incoming Call Management
Toronto, October 22-24
-- http://www.iccmcanada.com/iccmcanada/v42/index.cvn

ICCM Canada
Toronto, October 22-24
-- http://www.iccmcanada.com/iccmcanada/v42/index.cvn?id=10000

Signature Customer Service and Support Professionals' Conference
Phoenix, October 22-24, $100 discount ‘til 9/20
-- http://www.hthts.com/hdp.htm

INTEROP
New York, October 22-26
-- http://www.interop.com/newyork/event-highlights

Social Media Summit
New York, October 22-25
-- http://www.aliconferences.com/conf/socialmedia_summit1007/index.htm

Self Service Expo
New York, October 23-24
-- http://www.selfserviceexpo.com

Business Intelligence
Orlando, October 28 – November 2
-- http://www.tdwi.org/orlando2007

Security
DC Area, November 3-9
-- http://www.csiannual.com

Services Summit
Las Vegas, November 5-7
-- http://www.servicestrategies.com/index.cfm/fuseaction/news.detail/newsid/158/RFA/home.home

Streaming Media
San Jose, November 6-8
-- http://www.streamingmedia.com/west

Knowledge Management
San Jose, November 6-8
-- http://www.kmworld-intranets.com

IT Infrastructure
Las Vegas, November 6-9
-- http://www.itimassociation.com/itim2007

Incoming Call Management
Orlando, November 12-14
-- http://www.iccmsummit.com/iccmsummit/v42/index.cvn

Information Sharing
DC Area, November 27
-- http://www.homelanddefensejournal.com/hdl/information-sharing-strategies-oct07.htm

eGov
New Delhi, November 29-30
-- http://www.egovworld.org


-- GOOD READING --

The Net Generation
http://www.govtech.com/gt/133828

Crisis Leadership
http://ksgnotes1.harvard.edu/Research/wpaper.nsf/rwp/RWP07-035/$File/rwp_07_035_pittinsky.pdf


-- PARTING THOUGHT --

"Your culture is your vision statement delivered with a personality."
-- TRon Muns




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