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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.
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
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
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.
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
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, $100 discount ‘til 9/20
-- http://www.hthts.com/hdp.htm
INTEROP
New York, October 22-26
-- http://www.interop.com/newyork/event-highlights
Social Media Summit
New York, October 22-25
-- http://www.aliconferences.com/conf/socialmedia_summit1007/index.htm
Self Service Expo
New York, October 23-24
-- http://www.selfserviceexpo.com
Business Intelligence
Orlando, October 28 – November 2
-- http://www.tdwi.org/orlando2007
Security
DC Area, November 3-9
-- http://www.csiannual.com
Services Summit
Las Vegas, November 5-7
-- http://www.servicestrategies.com/index.cfm/fuseaction/news.detail/newsid/158/RFA/home.home
Streaming Media
San Jose, November 6-8
-- http://www.streamingmedia.com/west
Knowledge Management
San Jose, November 6-8
-- http://www.kmworld-intranets.com
IT Infrastructure
Las Vegas, November 6-9
-- http://www.itimassociation.com/itim2007
Incoming Call Management
Orlando, November 12-14
-- http://www.iccmsummit.com/iccmsummit/v42/index.cvn
Information Sharing
DC Area, November 27
-- http://www.homelanddefensejournal.com/hdl/information-sharing-strategies-oct07.htm
eGov
New Delhi, November 29-30
-- http://www.egovworld.org
The Net Generation
http://www.govtech.com/gt/133828
Crisis Leadership
http://ksgnotes1.harvard.edu/Research/wpaper.nsf/rwp/RWP07-035/$File/rwp_07_035_pittinsky.pdf
"Your culture is your vision statement delivered with a personality."
-- TRon Muns
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