May 11, 2006 Event

Connecting the Dots to Knowledge

One Day trade event with Ron Muns keynote speaker

 

	Keynote speaker: Ron Muns Following Ron we will have several presentations and workshops of high value for attendees. Ron's presentation will be a combination from two presentations he gave at the HDI Annual Conference & Expo; State of the Industry Address and Developing Meaningful Customer Satisfaction Indices. So, come hear about changes in the IT Support Industry and then, learn about HDI's new service to allow you to easily and inexpensively trend customer satisfaction levels, obtain alerts when customers are not satisfied, and compare your results to other peer organizations.
	Featured Speaker: Doug Clement Cognos Doug joined Cognos, in Customer Support, in 1983. Doug now uses his extensive experience to coach managers and senior technical staff focusing on the improvement of their personal skills such as time management, case management, communication and decision making. This seminar will provide tips on getting control of the wave of e-mail that hits us every day and freeing up time for other important tasks. It will examine how e-mail impacts our ability to manage time and control stress. We will attack it from three directions, reducing the volume, handling it faster and organizing it better.
	Featured Speaker: Robert Koblovsky, CEO of Smart Telecom has over 30 years of experience in the high tech sector. He has held several senior management positions in companies with expertise in telecommunications, wireless, information security and integration technologies. Robert will present “Connecting the Dots”………. A realistic view of the opportunities and challenges we will face as we attempt to integrate and connect all of the dots within the organization and in particular the Contact Center. This no nonsense presentation will provide an overview of industry, business and technology trends and issues that impact the business and contact center.
	Featured Speaker: Darrell Bond, RADAR Solutions Group Darell, a partner in RADAR Solutions Group, has 25+ year experience delivering, planning, managing, and improving customer service. His passion for improving the "customer experience" has lead him to become an Auditor for HDI's Support Center Certification program and also a certified instructor for Knowledge Centered Support (KCS), a proven approach for transforming support from reactive to a proactive. Many support and service organizations spend thousands of dollars each year on technology rollouts and upgrades, with minimal satisfaction on the investment. This KCS workshop will provide an overview on how to transform mere information into knowledge, action and excellence!

Day/Time

Thursday, May11, 2006
Time: 8:00 am to 3:30 pm

Location

Embassy West Conference Centre - 1400 Carling Ave., at Highway 417 (Free Parking)

Agenda

08:00 - Continental Breakfast
08:30 - Ron Muns – Keynote speaker
10:30 - Intro to Knowledge Management – Darrell Bond, RADAR Solutions Group
12:00 - Lunch provided
01:00 - Taming the Email Monster – Doug Clement, Cognos
02:00 - Connecting the Dots – Bob Koblovsky – Smart Telecom
03:00 - Wrap-up

Tickets

Advance Tickets: HDI Chapter members $65.00 For non-members $90.00	At the Door: HDI Chapter members $75.00 For non-members $100.00

(Price includes Breakfast & Lunch)

Registration:

Click here to download the fax-back registration form: PDF format or MS Word format
Or fill out on-line Registration form, call us at (613) 860-3330, or e-mail at hdi@magma.ca

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