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Membership and Past Training Events
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2008 Membership:
NWSP is a not-for-profit (all NWSP activities to host the 6 training events are done by all volunteers) customer service and support professional association of executives, managers, and professionals committed to Customer Service Excellence.
Membership will help pay for the cost of hosting 6 training/networking events, building and maintaining our Member Only Website, chapter business operational costs, but the majority will be focused on paying for bringing you the industry leaders, speakers, and trainers to area executives, managers and professionals involved in Support Services for both internal and external customer touchpoints.
Each event will have a speaker presentation representing the latest best practices in the industry with Table Topics that enable you to interact and explore the topic in depth with your peers from the area.
To encourage membership renewals, we will be changing our rates to offer the best discounts on renewals.
We will collect at the door the following Event Fees of $20/each person for Non-Member attendance. If you are interested in saving money for attending the 2008 events, please send email to membership@nwsupportprofessionals.org and request your invoice for 2008 Annual Membership payment:
- Corporate: $350
- Individual: $185
Past Training Events:
| "My Passage to India: Insights in Outsourcing...what works, what doesn't and why" presented by Lori Fraser, Support Manager for In Focus |
| "How to Coach Your Employees, Peers or Supervisor" presented by Brad Worthley, Leadership Consultant & Speaker. See website at www.bradworthley.com |
| "Keys to a Successful Contact Center" ICMI Contact Center of the Year winner, Michelle Follette, PacifiCorp |
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"Top Trends & Opportunities" presented by Lori Bocklund, President Strategic Contact. For details see Lori's website at www.strategiccontact.com |
| "Staff Planning: Challenges & Techniques" presented by Dave Brown, Support University. For details see Dave's website at www.http://supportcenteru.com/pages/1/index.htm |
| "Technology Behind the Business" presented by Ivy Meadors, President of High Tech High Touch Solutions. For details see Ivy's website at www.hthts.com |
| "SLA: Quality Customer Service Metrics" presented by customer service research and customer service experience design firm, Interaction Metrics. www.interactionmetrics.com |
| "Best Practices Round Table Event": A time to come share and learn how to solve support center challenges from your industry colleagues! |
| "Enabling Dormant Success Strategies" Experience first hand how your thoughts, assumptions and expectations can improve your results. Presented by: John Chapman of HeartSpark -- www.heartspark.com |
| "Leadership Without Authority -- A High-Integrity Approach to Getting Things Done" Presented by OGI School of Science & Engineering (OGI). Electronic download of COPYRIGHT presentation not available. March 2005 |
| "Ingredients of a Successful Service Level Agreement" Presented by NWSP Member: Jen Miller & Linda Hutchison from OHSU (Oregon Health & Science University. Electronic download of presentation not available. Feb 2005 |
| "Resolution-ize Your New Year By Changing Your Organization & Time Management Mindset" Presented by Ranell Harlen from New Horizons www.nh-oregon.com Jan 2005 |
| "The Power of Laughter" presented by Gail Hand -- Speaker, Author, Humorist, Trainer, Gregarious Golfer www.gailhand.com Nov 2004 |
| "Creating Successful Knowledgebase Content" by Heather Sharfeddin, Director of Customer & Partner Web Sites, Best Software. Click here to download powerpoint slide show. Oct 2004 |
| "Creating Inhouse Training Solutions" By Laurie Eschleman, Microskill www.microskill.biz Click here to download powerpoint slide show. Sept 2004 |
| "Practices & Pitfall in Support Knowledge Management" John Chmaj, Kanisa www.kanisa.com. Event Sponsored by STI Knowledge. Click here to download slide presentation. Aug 2004 |
| "What is your Blackberry? Enhancing Customer Service" Bobbi Kahler of Kahler Consulting and contributing author to the best-selling book, Masters of Success. Contact Bobbi for customized Service training for your organization! www.bobbikahler.com July 2004 |
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Building Cross Team Departmental Relationships (Les McNeil, OSHU and NWSP Board Member), communications@nwsupportprofessionals.org. |
| Help I'm Working and I Can't Get Up (Shawna Schuh, CSP specializing in providing cutting edge information on the best in regards to people skills) www.businessgraces.com. |
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Optimizing Customer Support-A Practitioner's Perspective (Patty Moriarty, Help Desk Manager, Nordstrom). |
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The New Generation...Are You Tapped In Yet? (Brenda Iniguez, Director Enterprise Help Desk, Providian Financial) Brenda_Iniguez@Providian.com. |
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ROI of Password Reset Automation (Scott Reames, Courion, www.courion.com) |
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Knowledge Management Roundtable (facilitated by Starbucks IT Team - Nate Wise, Knowledgebase Administrator, and Lenard Cordero, Help Desk Manager) |
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Coaching and |
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Asset Management At Work For You (Bill Holder, Chairman, CEO and founder of Micropath www.micropath.net) |
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Keep Abreast of the Support & Services Industry (Ivy Meadors, is CEO and founder of High Tech High Touch Solutions, Inc www.hthts.com) |
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Quality vs. Performance Dilemma (Malcom Fry, world-renowned speaker sponsored by www.pinkelephant.com) |
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Workforce Management: Integration and Automation (Erica Thomson, Aspect Communications www.aspect.com) |
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Hiring, Retaining and Guiding The Careers Of Your Team (Andrea Hoban, RHI Consulting www.rhii.com) |
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Unlocking the Laughter (Judy Fountain, Professional speaker/humorist with Wit & Wisdom Works www.restaurantdoctor.com) |
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Assessing Your Support Desk ( |
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Strategies for Successful eSupport Implementations (Pamela Christensen, CompuCom) |
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Determining The True Cost Of Support And Measuring Your Support Center ROI (Amy Pierce, Timberline Software www.timberline.com) |
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Dealing With Employee Cutbacks (Harriet Pea, Freightliner www.freightliner.com) |
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A Survival Guide For Hiring The Best (Pamela Matthews, The Regence Group) |
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Employee Retention (Sandy Wilson, Freightliner Software www.freightliner.com) |
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Knowledge Management Best Practices (Rick Joslin, ServiceWare) |
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Service Level Agreements (Ivy Meadors Ivy Meadors, is CEO and founder of High Tech High Touch Solutions, Inc www.hthts.com) |
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Optimizing Service Centers (Lisa Roberts, independent consultant) |
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Emerging HelpDesk Trends (Michael Nemetz, Interactive Intelligence) |
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Knowledge Management Quality Practices ( |
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Finding The Right Knowledge Management Tool (George Garvos & Mark Carda, ServiceWare www.serviceware.com) |
Do you or an associate have a process that works really well? Are you proud of something your team has accomplished? Have you implemented “XXX best practices” into your support center? We graciously invite you to lead a roundtable discussion for your industry colleagues! Don’t be apprehensive… we are all here to share and learn from each other!
Topics that have been suggested:
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Management human “psychology” related issues
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Dealing with difficult employees
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Implementing 360 performance reviews
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Improving communication skills
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Reward programs/performance management for team-support
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Team building on a budget
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Effective budgeting
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How to develop professionalism & customer service skills in engineers
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Developing customer service guidelines across the organization
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Creative and standard training practices
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Managing vendors
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Avoiding burnout
To request more information or an invoice, please send an email to membership@nwsupportprofessionals.org
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