sept2008 hdi motown september 2008

Panelist IntroductionsPanelist Introductions

Lee Thomas, CORT Ilene Lanfear, Taubman Company Scott Goemmel, PMV Technologies Karl Graham, Caretech Solutions Steve Foster, New Horizons

Emcee: Nihal Solomon, HDI Motown & Robert Half Technologies

Panel FormatPanel Format

Questions provided in advance by members

Our emcee will select a panelist to begin each discussion

Other panelists can provide their input at any time

6 minute time limit per question to ensure we can cover all questions

The panel will field live questions from the audience, if time permits.

QuestionsQuestions How would you rate the maturity of

your support organization in terms of metrics and process/procedures?

Does your company have a formal career path for IT Support Professionals? Does it work?

By what key metrics is your support staff measured?

QuestionsQuestions

How have you determined staffing levels for your organization?

What percentage of your call center staff is designated as “support”? (not on the phone) How do you handle the difficulty of justifying these positions to your senior management team?

QuestionsQuestions

How do you measure customer satisfaction? What are your customers telling you about the services you provide?

What can/do you do to facilitate control how technology gets implemented? (example IPHONE)

QuestionsQuestions

What is your organization’s top goal for 2008/2009?

What do you foresee as the toughest issue you will encounter in the next year?

Do you foresee any significant staffing changes for your organization over the next 1-3 years?

See you in 15 minutes!

QuestionsQuestions What are your thoughts on obtaining

HDI (or other) technical and non-technical certifications for your staff?

What technology (or other influence) do you foresee creating the next challenge for IT Support?

What is the toughest challenge that you have overcome in the past 12 months?

QuestionsQuestions How do you see IT’s role changing as

it relates to being a strategic resource within the business?

Has the recent increase in gas prices influenced your department or company’s policy on telecommuting?

How is your IT Helpdesk supporting the mobile user?

QuestionsQuestions

As a department has your recruiting practices changed to attract the recent Generation Y graduates?

October MeetingOctober Meeting Topic: Transforming from Helpdesk to

Service Desk Roundtable: Syngergizing your

Generations by Brenda Iniguez, Americas Service

Management Services Director @ FrontRange Solutions

10/9/08 Thomas M. Cooley Law School (Auburn Hills)

◦ L28 Classroom

HDI Analyst of the YearHDI Analyst of the Year

Start thinking about who to nominate! Timeline

◦ Forms are on the HDI Motown website New, simplified forms

◦ Due to us by Halloween◦ HDI Motown Analyst of the Year Selected

before Thanksgiving ◦ Winner announced on December 11th

Meeting◦ Regional Competition in January

MembershipMembership SupportWorld

Hitting desks the end of September Customer Service Week

October 6-10 SPIN every day with HDI Pete McGarahan, Phil Gerbyshak, Kirk Weisler, and

other featured speakers Watch for upcoming announcements!

3rd quarter Focus Book: “The Sound of Quality: Best Practices in Call

Monitoring” by Bob Last

“HDI Manager of the Year” Developing criteria now

HDI TrainingHDI Training

If you have anyone attending these, let us know.

Date Location Course Member

Non-Member

9/29 - 9/30

Detroit, MI

HDI Support Center Analyst

$1295 $1395

10/1 - 10/3

Detroit, MI

HDI Support Center Manager

$1795 $1895