8.30 Registration and welcome coffee
9.00 Opening remarks from the chair
Terence Miles, Victorian Liason, Association for Service Management (Australia)
People, Process and Technology
9.05 [International keynote address] Excellence in service management – a people, process and technology view
David Hopkins, Programme Director, Public Spirit Ltd (UK)
9.50 [Case study] Integrating ICT governance with customer services
• Strategies to standardise:
-business processes
-technology
-resources
Katie Dwyer, Service Deliver Manager, Service Desk & Asset Management, Railcorp
10.35 Embracing a service-oriented culture
Tricia Olsen, CEO and Founder, International Customer Services Professionals (ICSP)
11.25 Morning tea and exhibition viewing
11.55 [CASE STUDY] Customer service in the era of hyper-connectivity
Heard all about Gen X and Gen Y consumers? What about the Generation Y or the Net Generation? An increasingly large percentage of your customers are growing up in a world of information sharing and collaboration, and are embracing the opportunities of the internet age every day. Is your organisation ready to meet the challenge of servicing these demanding customers in the new era of Web 2.0? Join us in this session as we prepare for a wave of change in the behaviour of your customers, looking at future trends in next generation customer service including:
• What is Web 2.0 - the collaborative web?
• Hyperconnectivity and ways to communicate with customers
• Social trends and service implications of Web 2.0 public online services
• Staying relevant to the ever changing face of the “Ne(x)t generation”
• Paradigm shifts in customer buying behaviour and contact interactions
Sandeep Singh, Business manager, Contact centre and self service, Nortel
12.40 Luncheon and exhibition viewing
1.40 [Case study] Using single-point-of-contact services that encourage end-users to be proactive and solve problems
• How single-point of contact services:
-empower customers
-resolve common problems
-offer shared portals for information exchange
-rationalise and improve incident management
Tim Yorke, Manager, Service Delivery and Support Information and Communication Technology,
Department of Education and Training
2.30 [Case study] Helpdesk to service desk and optimising performance at Victoria University
• Rethinking the way your service desk is managed; including people, processes and technologies
• Linking service desk operation to business needs
• The good, the bad and the ugly experiences
Bruce Youl, Director, IT Client Services, University of Victoria
3.00 Afternoon tea and exhibition viewing
3.30 IT Service Desk Journ
• How end-to-end helpdesk solutions:
-save on resources
-improve performance
-keep customers happy
-move beyond ‘incident logging’ to proactive helpdesk management
Ven Boujos, IT Campus Coordinator, Edith Cowan University
Susan McLennan, IT Service Desk Coordinator, Edith Cowan University
4.00 (90 Minute Executive Training Workshop)
ZEN & THE ART OF PERSONAL POWER
Applications for IT Service Management & Helpdesk Executives
Led by: Ron Lee, Managing Director, The Corporate Ninja
“How To Attract What You Want With Less Effort”
The messages: Through the power of the mind, manifest levels of internal and external power that you previously didn’t believe would be possible.
Dramatically reduce your stress levels and be able to call on these techniques whenever and wherever you choose.
Ron offers you a step-by-step guide to:
• Balance the seven areas of your life.
• Learn how to neutralise your perception of the issues that are holding you back from realising your potential.
• Break through those barriers.
• As pandemonium is occurring about you, be totally relaxed and make decisions with clarity & certainty.
• Learn basic self-defence techniques.
• Increase the effectiveness of your immune system.
• Turn negative energy into positive energy
• Feel a significant increase in your personal power.
• Beyond “going with the flow” to “guiding the flow”.
• Easy conditioning for focusing on solutions rather than problems.
• Be inspired to raise self-expectations of your personal performances.
About your trainer: Ron Lee, CSP, is known globally as “The Corporate Ninja”. “CSP” is the highest speaking designation in the world, with less than 7% of registered speakers attaining this level. Ron trains executives, politicians and sports people on four continents in Leadership, Presentation and Comedy, Sales and Personal Power using Eastern/Western Philosophies, Universal Laws, Martial Arts and Practical Metaphysics. He is author of the book, “What Shintaro Taught Me”, about which Brian Tracy said,
“This great book shows you how to combine the dual powers of the insights and ideas of East and West to achieve at higher levels than you ever dreamed possible”. Ron trained at the National Institute of Dramatic Art and over the past 28 years has studied 8 different forms of martial arts and has had roles in 8 feature films including the legendary “Zombie Brigade”.
5.30 Closing remarks from the chair |
