Titletown HDI strongly recommends all members attend the 2012 HDI Conference & Expo!!!!!

The knowledge that is transferred at the conference is immense and pertinent to what you as members are dealing with monthly, weekly and daily.  There are many different tracks to choose from so you can tailor your learning experience to what is relevant to you and your company. 

Excellent keynote speakers (you can actually see and hear Lou Holtz in person instead of just on T.V.)!!!!!  Outstanding presenters for each of the sessions as well including our very own Chuck Tomasi (Chapter President).

Location could not be better!!!!  Sunny Orlando, Florida in April, what could be better???  The dates are April 24-27, 2012.

For more information and registration, please click on this LINK

A special thank you to Rich for traveling from Chicago and being our speaker.

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Date: Friday, October 21st, 2011

Time: 2:00 – 4:00 PM

Location: Globe University – 2620 Development Drive, Green Bay, WI

Presenter: Rich Ackerman – Ticomix Inc. 

Bio: Advises and provides solutions to C-level executives and business owners for external and internal Customer Management practices. Included are software and services for CRM, Sales and Marketing Automation tools, IT Service and Support, Strategy, Design and Operation Lifecycle, IT Asset Management and IT Service Management Best Practices.

Utilizing his experience and skills in the areas of BPO, internal and external customer service management, ITIL, IT Service Management and CRM; he recommends the best customer service solutions so my clients can in turn, deliver great service experiences to their customers, with the the highest ROI for their businesses at the lowest cost. 

Rich has over 25 years experience in helping businesses improve their effectiveness in customer management, service and support delivery and data management, and cost management. He is a certified ITIL Foundation Instructor. Rich has participated in Apollo 13 ITIL Simulation, and been certified in Advanced, Administrative Business Process Automation for several leading CRM platforms.

He writes and speaks frequently in two areas: IT Service Management and Customer Relationship and Service Management. Rich is a past member of the Naperville and Chicago COC, and a founding member of the Central Illini HDI Organization. He is V.P. Corporate and Vendor Sponsorship and former V.P. Programs for the Chicagoland HDI Chapter, ITT Technical Institute Advisory Board Member and has served as an Advisory Board Member for Optimal Level – Center for Professional Development for Professional Women.

Rich has only two goals. First, treat his clients with respect and in the most ethical manner possible. Second, provide best practice solutions, and advisement to help his clients deliver to their customers, service experiences beyond the expected.

To save time and sanity we golfed nine holes instead of 18 and played best ball (made the score(s) look much better). More importantly, we had a great time and enjoyed ourselves immensely.

We wish that more members could have joined us but we understand how summer can be and can respect your time off.

Look forward to seeing everyone in September and enjoy your summer.

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A special thank to to Globe University for hosting the meeting and we look forward to meeting there in the future.

Also, congratulations to Brooke Anschutz (Associated Bank) for being elected as the VP of Finance for Titletown HDI!!!

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Presentations: Paul Strei – VP of Membership & Brad Miller

Meeting Time: Friday, May 13, 2011 2-4:00 PM

Location: Globe University, 2620 Development Drive, Green Bay, WI 54311

More details can be obtained by clicking on this RSVP

Presentations: Chuck Tomasi – President Titletown HDI & Bob Wery – VP of Communications

Meeting Time: April 22, 2011 2-4:30PM

Location: Schenck SC, 200 E. Washington Street, Appleton, WI 54911

More details can be obtained by clicking on this www.titletownhdi.com/events

Of course – more! Some of these topics were admittedly too large for this short time and we’ll dig in more to asset management and interviewing skills in future meetings.

In other news, we’re pleased to welcome our new VP of Memberships Paul Strei from Associated Bank. Paul is a former chapter officer returning in a new role. His thoughts and views are aligned well with our current strategy to grow and strengthen the chapter.

Congratulations to our contest winners, Matt Lorenz who is now a proud bronze member, and Jean Kraus who won a $25 Best Buy gift card.

We look forward to seeing you at the April meeting to discuss project management! A valuable topic even if PM isn’t officially in your title.

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Facilitator: Chuck Tomasi – President Titletown HDI

Meeting Time: March 18, 2011 2-4:30PM

Location: Schenck SC, 200 E. Washington Street, Appleton, WI 54911

Description:

Help Desk Standard Operating Procedures
• How do you organize your procedures and keep them updated?
• Who is responsible for the procedures? Trend Analysis
• What types of trending does your Help Desk do?
• How often do you report on trending?
• Who do you report this to? Multi-Tiered Help Desk
• What opportunities do you see having a multi-tiered Help Desk?
• How do you determine who is Level 1 versus Level 2?
• What difficulties do you see having a multi-tiered Help Desk?
• How Do You Promote A Positive Customer Experience Within Your Help Desk?
• What training do you provide on how to answer calls and communicate with customers?
• Do you look for a specific skills when hiring a Help Desk Analyst?
• What do you do with Customer Satisfaction Survey results?
• What is a ‘Traditional’ Help Desk in Today’s World?
• Do you log tickets and dispatch or do you do more?
• How do you get the Help Desk involved in upgrades and roll-outs?
• Is your Help Desk the SPOC for your organization?

For RSVP go to http://marchtitletownhdi.eventbrite.com