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2008 GCSEAs
We have an impressive group of 30 nominations for the seventh annual Government Customer Support
Excellence Awards. Our finalists will be announced here next month and winners will be announced on
April 28th at GCSC ’08 in Alexandria. Thanks and good luck to all nominees!
Cruisin’ in April
Watch for information here next month on a Potomac River networking dinner cruise Monday evening,
April 28th. It will depart from Alexandria near the GCSC ’08 site and is open to all who are
interested in networking with others on Government customer support, regardless of whether they
attend the conference. I hope you can join us!
We Want to Visit You!
We’re still taking expressions of interest to host some of our GCSC ’08 attendees for a briefing
and tour of a government customer support center in the DC area on Wednesday afternoon, April 30,
2008. Format, duration, and group size will be set by the host, with preference given to sites
accessible via public transportation. If your support center is interested, please email me.
Typo Squatting
-- http://www.govtech.com/gt/articles/208732
Cell Phone Use
-- http://money.cnn.com/2007/12/18/technology/cell_phone.ap/index.htm?cnn=yes
Speech Analytics
-- http://callminer.com/files/Speech%20Analytics%20Is%20Not%20A%20Luxury-Research%20Report.pdf
Agent Staffing
-- http://www.nxtbook.com/nxtbooks/cmp/cmi_200712/index.php?startpage=15
-- http://www.nxtbook.com/nxtbooks/cmp/cmi_200712/index.php?startpage=39
Web Searchability
-- http://www.govexec.com/story_page.cfm?articleid=38804&dcn=e_gvet
Power Line Broadband
-- http://www.govtech.com/gt/articles/219266
Transparency Web Site
-- http://www.govexec.com/story_page.cfm?articleid=38846&dcn=e_gvet
Spam Rates
-- http://www.govtech.com/gt/articles/219812
311 CRM
-- http://www.govtech.com/gt/articles/219830
Internet Capacity
-- http://www.govtech.com/gt/articles/207434
Federal Customer Service Enhancement Act
-- http://www.govtrack.us/congress/bill.xpd?bill=h110-404
eGov
-- http://www.epractice.eu/news
Customer Centric Processes
-- http://www.convergys.com/pdf/WP9-020N.pdf
KM w/ITIL
-- http://www.thinkhdi.com/hdi2008/files/ITIL3.pdf
Aging Workforce
-- http://www.govexec.com/story_page.cfm?articleid=38892&dcn=e_gvet
Webinar - State IT Governance
January 22
-- https://governing.webex.com/mw0304l/mywebex/default.do?siteurl=governing&service=6
GIS Specialist Opening
Hays, Kansas – Closes January 31
-- sbillinger@haysusa.com.
Knowledge Manager Opening
Pentagon
-- neil.olonoff@us.army.mil.
Citizen Service Award Nominations
Close February 15
-- http://www.usaservices.gov/aboutus/citizen_service_award.php
Customer Satisfaction Study
Robert at GSA would like to hear from government employees responsible for implementing customer
satisfaction programs as part of a study he is conducting. Participants will receive his results.
Email me if you’re qualified and interested!
KM Cafe
DC Area, January 17
-- eric.weidner@kminstitute.org
Internet Telephony
Miami, January 23-25
-- http://www.itexpo.com
GTC Southwest
Austin, January 28-31
-- http://www.govtech.com/events/seminars.php?id=126027
Call Center Summit
Coral Gables, January 28-31
-- http://www.iqpcevents.com/ShowEvent.aspx?id=41764&details=41792
Social Media for Internal Communications
San Francisco, February 4-7
-- http://www.aliconferences.com/conf/social_media_intcomm0208/index.htm
Call Center Conference
Miami, February 13-15
-- http://www.callcenterdemo.com/index.jhtml?CID=EM08
Geographic Information Systems
Washington, February 20-22
-- http://www.esri.com/events/feduc/index.html
Looking Ahead in ‘08
http://www.customerservicegroup.com/csnarticle1.pdf
"E-governance will always become e-nuisance, if the automation is not preceded by suitable and
necessary administrative reforms."
-- Mohan Datar
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