Sessions recorded LIVE at The Mandalay Bay Resort \u2022 April 17-19, 2013 \u2022 Las Vegas, Nevada USA <\/p>\n
Keynote<\/p>\n
Keynote -2 Mission Possible: Rob “Waldo” Waldman \u00a9 2013 All Rights Reserved
\nKeynote-3 The Business of Innovation: Terry Jones \u00a9 2013 All Rights Reserved
\nKeynote-5 The Levity Effect: Why it Pays to Lighten Up: Scott Christopher \u00a9 2013 All Rights Reserved<\/p>\n
CONCURRENT SESSIONS<\/p>\n
Session 101 The Economic Impact of Support: What’s Your Value Proposition?: Jeffrey Rumburg
\nSession 102 The Hitchhiker\u2019s Guide to Universal Service Management: Ian Clayton
\nSession 103 The Basics of Organizational Change in Support: Katherine Lord
\nSession 104 Better Service Delivery Through Process Execution: Ric Mims
\nSession 105 Don\u2019t Geek IT, Speak IT! Influence and Lead Your Team: Manley Feinberg
\nSession 106 Metrics Your Business Won’t Ignore: Phyllis Drucker
\nSession 107 Understanding and Quantifying Downtime: You Can’t Manage What You Can’t Measure: Neils Loader
\nSession 108 Recruiting Today\u2019s Service Superstars: Mary Cruse
\nSession 109 Breaking Down the Barriers to Collaboration: Rae Ann Bruno
\nSession 110 I Want My iPhone and I Want it Now!: Chad Hill, Terri Oropeza
\nSession 201 Service Management in 20\/20: Vance Brown, Ron Muns
\nSession 202 Should You Establish a Service Management Office?: Jayne Groll
\nSession 203 Defining Services – Science, Art, or Voodoo?: Doug Tedder
\nSession 204 From Shame to Fame in Operational Excellence: Benjamin Compton
\nSession 205 Media Madness, Magazines, and Metaphors: Kirk Weisler
\nSession 206 Performance Dashboards: The University of Miami Approach: Eddie Vidal
\nSession 207 Next-Generation Service Support: Engaging Your Customer: Ken Gonzalez
\nSession 208 Service the Zappos Way: Jonathan Wolske
\nSession 209 VDI Implementation and Support: A Real-World Example: Jeremy Gruenke, Jeff Pitts
\nSession 210 Knowledge Management, Self-Service and the Social Enterprise: Rick Joslin, Pete McGarahan
\nSession 301 The Outside-In, Inside-Out Continuum: A Lockheed Martin Experience: Ian Clayton, Shue-Jane Thompson
\nSession 302 The Future of Knowledge Management: Greg Oxton
\nSession 304 Do More with Less: Improving Efficiencies in Lean Times: Jamie Stannard
\nSession 305 Inspiring Leadership in the Age of More with Less: Sandra Seroskie
\nSession 306 Performance to Quality: The Eternal Challenge: Malcolm Fry
\nSession 307 The Road to Customer Satisfaction: From Service Design to Customer Value: Julie Mohr
\nSession 308 You Are Not Alone: A Look at Desktop Support Research Results: Jenny Rains
\nSession 309 Supporting and Managing the Mobile Device Workforce: Michael Devaney
\nSession 310 Improving Operations with Cloud Computing: Anthony Orr
\nSession 402 Let\u2019s Make IT happen: Patrick Bolger
\nSession 403 Business Continuity Planning for Service Desks: Andrew Ferrigno
\nSession 404 On the House: Tips for Creating a Faster, Cheaper, and Better Internal Support Center: Jason Baker, Linda Toro
\nSession 405 Personnel Performance Management: Treating the Symptoms: Jim McKennan
\nSession 406 If William Deming Ran Your Support Center: Dan Lafever
\nSession 407 Back to Basics: Focusing on the Customer Experience: Rae Ann Bruno
\nSession 408 Cause and Effect: What You Need to Know About Desktop Support KPIs: Jeffrey Rumburg
\nSession 409 The New Job of IT in an Increasingly Mobile World: David Baeza
\nSession 410 To SaaS or Not to SaaS?: Eveline Oehrlich
\nSession 501 Strategic Staffing: Winning the War for Talent (Panel): John Reed
\nSession 502 The Benefits of a Quality Problem Management Program: Pete McGarahan
\nSession 503 The Art of Failure: Customer Services vs. Customer Engagement: Matt Hooper
\nSession 504 Understanding, Adopting, and Sustaining a Shared Services Unit: Julie Mohr
\nSession 505 First Lead Yourself, Then Lead Others: Mike Kublin
\nSession 506 The CIA Declassified: Creating a Culture and a Team of Special Agents: Benjamin Compton
\nSession 507 Metrics 101: Understanding What to Measure and Where to Use the Metrics: John Custy
\nSession 508 The Customer Experience: Self-Service and Social Support: Roy Atkinson
\nSession 509 If Buddha Had an iPad: The Ultimate Body Hack of Today’s Knowledge Worker: Christopher M. Dancy
\nSession 510 Cloud Meets Contact Center: From Zero to Hero in Fourteen Days!: Heather Donnelly
\nSession 601 IT Alignment and Value Network Metrics: A Wake-Up Call: Bill Payne
\nSession 602 The Service Desk: Past, Present, and Future: Malcolm Fry
\nSession 603 Developing Your Service Improvement Plan: Ric Mims
\nSession 604 KCS: From the Service Desk to the Enterprise: Stephenie Gloden, Steve McMillan
\nSession 605 Revolutionize, Revitalize, and Reenergize Your Teams and Your Services: Gregg Gregory
\nSession 606 Workforce Management Metrics: Putting the Puzzle Together: Fancy Mills
\nSession 607 Call Monitoring: Scoring for Success: Eddie Vidal
\nSession 608 Optimize Your Support Center by Understanding the Customer Experience: David Chism, Robert Jew
\nSession 609 The Secret Sauce: How a Burger Company Reigns Supreme in Field Support: F\u00e1bio Pessoa
\nSession 610 Adapting Workflow Management Tools to Service and Support: Mike Hanson
\nSession 701 Controlling the Cloud: Support Professionals Are Not an Endangered Species: Dr. Dave Penny
\nSession 702 DevOps: The Future of ITSM, ITIL, and the Cloud: Hank Marquis
\nSession 703 Student Staff: The Key to Success: Kellie Campbell, Erik Lightbody
\nSession 704 Story Warriors: Kirk Weisler
\nSession 705 Do We Need Surveys Anymore?: Bill Stockton, Phil Verghis
\nSession 706 Fanatical Support at Rackspace: Rob Collazo
\nSession 707 BYOD and the Consumerization of IT: Changing the Face of IT Support: Shawn Genoway
\nSession 708 Walk-In Support: Bring Down the Walls and the Restrictions: Mark Fitzgerald
\nSession 709 Gamification and Reputation as the Future of Peer-to-Peer Self-Service: Lawrence Eng
\nSession 710 Let’s Chat: The Road to a Successful Chat Implementation: Aran McFarland
\nSession 801 Can You Handle This? Assessing Your Staffing Strategy: Brian Fox
\nSession 802 Service Excellence in the New Millennium: Running IT as a Business: Phyllis Drucker
\nSession 803 Support Tips: Delivered Fast, Fun, and Furiously: Gina Montague
\nSession 804 Hang Up the Phone and Increase Customer Satisfaction: Richard Graves
\nSession 805 PMIL: A People Management Infrastructure Library: Bill Payne
\nSession 806 Knowledge Management Metrics That Matter: Cindy Smith
\nSession 807 Behavior-Focused Quality Management: NOT By the Numbers: Andy Kilgore
\nSession 808 Customer Service Lessons from a Couch Potato: Krista Ciccozzi
\nSession 809 A Journey Through Desktop Optimization: Kelly Polo
\nSession 810 Are We There Yet? Designing a Service Desk with Mobility in Mind: Michael Estep<\/p>\n","protected":false},"excerpt":{"rendered":"
Sessions recorded LIVE at The Mandalay Bay Resort \u2022 April 17-19, 2013 \u2022 Las Vegas, Nevada USA Keynote Keynote -2 Mission Possible: Rob “Waldo” Waldman \u00a9 2013 All Rights Reserved Keynote-3 The Business of Innovation: Terry Jones \u00a9 2013 All Rights Reserved Keynote-5 The Levity Effect: Why it Pays to Lighten Up: Scott Christopher \u00a9 […]<\/p>\n","protected":false},"featured_media":372,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/product\/371"}],"collection":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/product"}],"about":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/types\/product"}],"replies":[{"embeddable":true,"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/comments?post=371"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/media\/372"}],"wp:attachment":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/media?parent=371"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}