Sessions recorded LIVE at The Gaylord Palms Resort \u2022 April 1-4, 2014 \u2022 Orlando, Florida USA <\/p>\n
GENERAL SESSIONS<\/p>\n
Keynote 1: Hidden in Plain Sight: Bruce Turkel \u00a9 2014 All Rights Reserved
\nKeynote 2: Ignite your Life!: John O\u2019Leary \u00a9 2014 All Rights Reserved
\nKeynote 4: How \u00dcbertrends are Reshaping Our Future: Michael Tchong \u00a9 2014 All Rights Reserved
\nKeynote 5: Talent Revolution: Peter Sheahan \u00a9 2014 All Rights Reserved<\/p>\n
CONCURRENT SESSIONS<\/p>\n
Session 101: The Service Desk as Profit Center (Part I): Malcolm Fry
\nSession 102: Mission Impossible: Demonstrating Business Value: Patrick Bolger
\nSession 103: Beyond the Customer Satisfaction Survey: Rae Ann Bruno
\nSession 104: Building a Successful Service Desk, One Person at a Time: Cay Robertson
\nSession 105: Metrics 101: Understanding What to Measure and Where to Use the Metric: John Custy
\nSession 106: Improving Customer Focus Through Business Relationship Management: Gary Case
\nSession 107: Engaged Support Agents = Satisfied Customers: Brian Flagg
\nSession 108: The Art and Science of Desktop Support: Katherine Lord
\nSession 109: Trading Places: Take a Walk on the Hard Side: Ron Kibbe
\nSession 110: Creating a Self-Service Culture: Maggie Angeline
\nSession 201 The Service Desk as Profit Center (Part II): Malcolm Fry
\nSession 202: Ephemeral Knowledge: The Shift to Disposable Culture: Chris Dancy
\nSession 203: Continual Service Innovation: Using Surveys and Metrics to Improve Service Delivery: Eddie Vidal
\nSession 204: Chaos and Momentum: Gaining Clarity and Getting It Done: Manley Feinberg
\nSession 205: Building Teams That Sync: John Reed, Mary Cruse
\nSession 206: Metrics with Meaning: Building a Business-Driven Model: Lou Hunnebeck
\nSession 207: Outstanding Leadership, Employee Engagement, and Customer Satisfaction: Mike Kublin
\nSession 208: Step Away from the Computer: Customer Focus in Desktop Support: Roy Atkinson
\nSession 209: Fast-Moving Technologies and the Service Desk Response: Anna Frazzetto
\nSession 210: Your ITSM Tool Helped You Do What?!?: Andrew Hodges
\nSession 301: Want Better Solutions? Think Differently!: George Diorio
\nSession 302: Social Collaboration in ITSM: The Next Big Thing or the Next Time-Waster?: Matthew Neigh
\nSession 303: Managing Service Relationship Across the Enterprise: Marc Talluto
\nSession 304: Where the Rubber Meets the Road: The Journey to Improvement and Certification: Katherine Lord, Lisa Templeton
\nSession 305: Creating a Culture of Collaboration and Communication: Gregg Gregory
\nSession 306: Top Down and Bottom Up: Performance Metrics That Count: Phil Verghis, Stephen Hultquist
\nSession 307: Tell the Story Behind Your Metrics: Benjamin Compton
\nSession 308: The Agent’s Value to the Multichannel Customer: Sarah Stealey Reed
\nSession 309: The 80\/20 Rule for Desktop KPIs: Less Is More!: Jeffrey Rumburg
\nSession 310: ESPN, Cox and American Water: Reveal Their Service Desk Playbook: Nelson Cicchitto
\nSession 401: Marketing and Branding Your Organization (Part I): Mike Kublin
\nSession 402: Enhanced Business Technologies and the Deregulation of IT: Malcolm Fry
\nSession 403: Process Improvement Using Lean Tools: Rebecca Duray, Howard Williams
\nSession 404: Beyond Illusions: Brad Barton
\nSession 405: Process Integration, Metrics, and Setting Expectations: Donna Knapp
\nSession 406: Measuring Is a Balancing Act: Carol Burditt
\nSession 407: Seven Strategies for Building a Legendary Customer Service Brand: Manley Feinberg
\nSession 408: Power and Influence in Negotiation: George Diorio
\nSession 409: Endpoints and You!: Chris Sherman
\nSession 410: How to Successfully Implement Chat: Greg Cowart
\nSession 501: Marketing and Branding Your Organization (Part II): Mike Kublin
\nSession 502: Cloud vs. On-Premises ITSM: Is There a Clear-Cut Winner?: Kevin Smith
\nSession 503: ITIL and the Creation of a Service Management Office: Teresa Lucio
\nSession 504: KCS, Turbocharged!: Benjamin Compton
\nSession 505: The Staffing Process: Five Key Steps for Success: Fancy Mills
\nSession 506: Stop, Drop, and Gamify!: Aran McFarland
\nSession 507: Building a Service-Based Scorecard: Phyllis Drucker
\nSession 508: Small Room, Big Impact: Personalized Support and Meaningful Connections: David Derick, Jonathan Fadden
\nSession 509: The Death of Laptops: The Promise and Challenge of New Mobile-Based Platform: Matthew Neigh
\nSession 510: The DIY Service Desk: Maximizing the Value of Self-Service: Christophe Capel
\nSession 601: Microsoft Migration Success Stories: Brian Madocks
\nSession 602: Unified Communications: Informing Customers and Managing Expectations: David Disney
\nSession 603: Enterprise Service Catalogs: The Key to Cloud Success: Joe LeCompte
\nSession 604: 50 Support Tips in 50 Minutes: Gina Montague
\nSession 605: Be a Kaizen Superhero!: Daphne Anderson, Jo Ann Ream
\nSession 606: Ten Ways to Engage Your Team: Jocelyn DeMaio
\nSession 607: Leveraging KPIs to Maximize the ROI of Support: Jeffrey Rumburg
\nSession 608: From Ordinary to Extraordinary at Emory Healthcare: Rae Ann Bruno, Mary Kay O’Brien
\nSession 609: Building an Asset Management Strategy: Mike Hanson
\nSession 610: How the Quest Was Won: Eva Sandvik
\nSession 701: Pushing the Envelope: More Than a Service Catalog (Part I): Joe LeCompte
\nSession 702: Knowledge Management Is the New Black! Brandon Caudle
\nSession 703: Start Wine-ing: Configuration Management Through the Eyes of Winemakers: Carlos Casanova
\nSession 704: At the Service Desk Good Enough Isn’t Nearly Enough: Julie Lemke
\nSession 705: Lessons Learned: Best Practices for a Successful Home Agent Program: Kay Phelps
\nSession 706: Culture Warrior: Tribal Dynamics and Total Engagement: Kirk Weisler
\nSession 707: Daddy, Where Do Metrics Come From?: Roy Atkinson
\nSession 708: Implementing O365 at UNM: 92% Is Perfect!: Andrea Rodgers
\nSession 709: Desktop Support: Are You Ready?: Cay Robertson, Nenita Rozzi
\nSession 710: From Helpless to Helpful: Social Media Marketing for the Service Desk: Phil Gerbyshak
\nSession 801: Pushing the Envelope: More Than a Service Catalog (Part II): Joe LeCompte
\nSession 802: The Service Owner: Customer Success and IT Harmony: Lou Hunnebeck
\nSession 803: Analyst Productivity and Efficiency in the Multichannel Support Center: Sarah Stealey Reed
\nSession 804: Take Your Leadership Vitamins: Krista Ciccozzi
\nSession 805: Managing Your Image: Market Yourself for Excellence!: Zebedee Agbanyim, Carol Fester
\nSession 806: Linking Metrics to Outcomes: Connecting the Dots: Sara Lisch
\nSession 807: The Great Debate: The Service Desk of the Future: Donna Knapp
\nSession 808: Measuring and Controlling Mobile Support Costs: Brian Reed
\nSession 809: Visions and Dreams for Your Global Support Organization: Curt Behle
\nSession 810: Dashboards Don’t Work: Rich Razon<\/p>\n","protected":false},"excerpt":{"rendered":"
Sessions recorded LIVE at The Gaylord Palms Resort \u2022 April 1-4, 2014 \u2022 Orlando, Florida USA GENERAL SESSIONS Keynote 1: Hidden in Plain Sight: Bruce Turkel \u00a9 2014 All Rights Reserved Keynote 2: Ignite your Life!: John O\u2019Leary \u00a9 2014 All Rights Reserved Keynote 4: How \u00dcbertrends are Reshaping Our Future: Michael Tchong \u00a9 2014 […]<\/p>\n","protected":false},"featured_media":376,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/product\/375"}],"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=375"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/media\/376"}],"wp:attachment":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/media?parent=375"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}