Past Meeting Topics

Thanks to all the presenters who have made our past meetings successful. February 2010 Topic: From Feedback to Action Speaker: Fred Van Bennekom, Dr.B.A., Great Brook Consulting January 2010 Topic: Engaging Project Management Communications Techniques for Bulletproof Support Relationships Speaker: Julia Forbes, Manager of Training and Application Resources, Brown Rudnick, LLP Download Julia's presentation here: December 2009 Topic: Problem Management for Real! Speaker: Reg Lo, Third Sky, Inc. Reg at the December meeting, at Pinz in Milford. Download Reg's presentation here: November 2009 Topic: Service Catalog Success Speaker: Mark Hamilton, Pink Elephant Mark presents at the November meeting in Boston. October 2009 Topic: Leveraging the Configuration Management System Speaker: Carlos Casanova Plus: Dunkin Brands site tour September 2009 - Extended Summer Hiatus July/August 2009 - Summer Hiatus June 2009 Topic: What's in Your Toolbox? Facilitator: Marie DiRuzza, WPI May 2009 Topic: Map and Compass for ITIL: Building Your Roadmap and Navigating Your Journey Facilitator: Mike Orth, Column Technologies April 2009 Topic: Motivating the Troops in a Bad Economy Panelists: Shawn McKinnon, Ryan Case and Sandy Rossetsky, TJX Companies; Krystina Silva, Ropes & Gray LLP Moderator: Robin Whitman February 2009 Topic: Service Catalogs Speaker: John Custy, JPC Group Click here for updated presentation (PDF) and service catalog template January 2009 Topic: Service Desk in the Cloud: SaaS User Experience Panelists: Bonnie Royal, Omgeo and Ellen Prokopow, EnerNOC Moderator: Carl Fink, GroupSoft December 2008 - holiday hiatus November 2008 Speaker: Chris Senseman, WPI Topic: Using SharePoint to Enhance Support Plus Analyst-of-the-Year presentation. October 2008 Speaker: Dennis G. Ravenelle Topic: Getting Past Silos, Heroes and Small Boxes Click here for presentation (PDF) September 2008 Speaker: Katherine Spencer Lee, Executive Director, Robert Half Technology Topic: What Millennial Workers Want: How to Attract and Retain Gen Y Employees Click here for presentation (PPT) June/July/August 2008 - Summer Hiatus May 2008 Special Event Speakers: Kirk Weisler, Rich Hand, Malcolm Fry and Roy Atkinson Click here for Malcolm Fry presentation (PPT) April 2008 Speaker: Frederick C. Van Bennekom, Dr.B.A., Great Brook Consulting Topic: The Dirty Dozen of Common Survey Mistakes http://www.greatbrook.com March 2008 Speaker: Leslie O'Flahavan, E-WRITE Topic: How to Write to People Who "Don't Read" http://www.ewriteonline.com February 2008 Site Tour: Dunkin' Brands, Canton, MA host: Cheryl Neff, IT Manager of Support Services Discussion: Help Desk & Call Center design January 2008 Panelists: Marie DiRuzza, Assistant Director, Desktop Services, WPI Mary Fetherston, Manager, Help Desk-Contact Center, URI Kent Belcher, Employee Services Manager, Analog Devices, Inc. Topic: Managing Up for Help Desk Success! December 2007 - no meeting November 2007 Speakers: Christof Recknagel and George Lloyd, The Boston Consulting Group Topic: Implementing a Service Catalog Click here for presentation (PDF) October 2007 Speaker: Simon Yelsky - RightAnswers Topic: Content Effectiveness Click here for presentation (PDF) September 2007 Speaker: Phil Verghis, Verghis Group Topic: Customer Psychology - Simple Lessons for Great Results July/August 2007 - summer hiatus June 2007 Speaker: Marie DiRuzza, WPI Topic: Training for Customer Service and Team Building Click here for presentation (PPT) May 2007 Facilitators: Robin Whitman and Jeremy Kurtz Topic: How NOT To Run a Help Desk April 2007 Speaker: Duane Kincus - Director, New England Sales, Bomgar, Inc. Topic: Increasing First Call Resolution, and a Little Fun March 2007 Special Event Speakers: John Custy - JPC Group Chip Gliedman - Forrester Research Phil Gerbyshak Naomi Karten Sam Rizzico - Rober Half Technology Platinum Sponsor: Bomgar Other Sponsors: BMC Software, Right Answers, Vaultus Click here for presentations (PDF) February 2007 Speaker: Kent Belcher - Corporate Service Desk Manager, Analog Devices Topic: Transforming IT Support January 2007 Speaker: Rick Veno, Sr. Consultant, Pomeroy Topic: New Year's Resolution – Service Level Management Click here for presentation (PDF) December 2006 - no meeting November 2006 - roundtable discussions October 2006 Speaker: Chuck Kelley Topic: FiSH Philosophy for Customer Service Profiessionals September 2006 Speaker: Allison Babb Topic: My Co-workers Are Driving Me Nuts! July/August 2006 - summer hiatus June 2006 Speaker: Katherine Spencer Lee, Executive Director, Robert Half Technology Topic: Top Hiring Mistakes & How To Avoid Them Click here for presentation (PPT) May 2006 Speaker: Ron Muns, CEO, HDI Topic: Measuring and Improving Customer Satisfaction Click here for presentation (PPT) April 2006 Speaker: Ric Mims, President and CEO, SupportCenter Global Technologies, Inc. Topic: Getting Control of Your Service Delivery Model March 2006 Speaker: Mia Melanson, Performance Consulting Topic: Good to Great: Leading your team to Olympic-level performance February 2006 Speaker: John Custy, JPC Group Topic: Metrics January 2006 Speaker: Mark Yunger, Millenium Pharmaceutical Topic: Reinsourcing December 2005 - no meeting November 2005 Speaker: Julianne Bride, Blue Cross Blue Shield of Massachusetts Topic: Concierge Service Delivery Model October 2005 Special event in Portsmouth, NH Speakers: Kirk Weisler, Johann Stoessel, Lisa Welsher, Deborah Monroe, Sophie Klossner September 2005 Topic: Support Tools for the Mainframe Speaker: Marc Heimlich, VP of Business Development & Marketing, StreamFoundry July/August 2005 - summer hiatus June 2005 Topic: SLM - who said we agreed? Speaker: Phil Verghis, Verghis Group May 2005 Topic: Implementing ITIL - Real life lessons from the Trenches Speakers: Reg Lo, Vice President Eastern Region, Third Sky, Inc. Hank Marquis, Third Sky, Inc. Click here for presentation (PDF) April 2005 Special event at Mohegan Sun with keynote by Ron Muns A joint production with the Connecticut chapter Other speakers: Lisa Welsher, David Ratcliffe, Leslie O'Flahavan, Hector Nevarez March 2005 Topic: "The Impact of the Sarbanes-Oxley Act of 2002 on the IT Service and Support Professions" Speaker: Mike Levinson, Hannaford Bros. Co. Click here for presentation (PDF) February 2005 meeting cancelled January 2005 Akamai Site Visit Don Montabana December 2004 Holiday Party - no speaker November 2004 Topic: The Future of Technical Support Speaker: Phil Verghis Click here for presentation (PPT) October 2004 Topic: Piercing the Six Myths of Management Speaker: Johann Stoessel September 2004 Topic: The FISH Philosophy Speaker/Facilitator: Chuck Kelley, HDI-NE Chapter officer Click here for meeting writeup July/August 2004 - summer hiatus June 2004 Topic: Take the KM (Knowledge Management) Challenge Speaker: Steve Dreyer, CEO & Founder, SMA Management Systems May 2004 Topic: Human Asset Management: Hire, Mentor & Manage Your Most Important IT Asset Speaker: Julie Mohr, Managing Consultant, Alternative Resources Corporation Click here for link to presentation April 2004 Round table discussion March 2004 Topic: Metrics That Matter Speaker: Joe Barkai, Diagnostic Strategies Click Here to Download Presentation (PDF) February 2004 Topic: Understanding Your Customers Through Online Surveys Speaker: Bruce Manicinelli, WebSurveyor Corporation Click Here to Download Presentation (PPT) January 2004 Topic: External Monitoring Systems and Protecting Your Website Speaker: Bill Kaiser, Catbird Networks Click Here to Download Presentation (PPT) December 2003 - Holiday party; no speaker. November 2003 Topic: Using Knowledge Management to Streamline Service Delivery Options Speaker: Andrew Rawson, RightAnswers LLC Click Here to Download Presentation (PDF) October 2003 Topic: Help Desk Role in Preventing Spam Speaker: Rich Schwartz, RHS Consulting, Inc. - www.rhs.com Click Here to Download Presentation (PDF) September 2003 Topic: Learn Your Energy Profile and How to Make it Work for You speaker: John Custy - JPC Group July/August 2003 - summer hiatus June 2003 Topic: How to Write Great E-Mail to Improve Customer Support speaker: Leslie M. O'Flahavan - Ewrite May 2003 Topic: Becoming a Help Desk Change Artist Speaker: Naomi Karten - Naomi Karten Associates - www.nkarten.com Click Here to Download Presentation (PDF) April 2003 Topic: Visioning Your Support Organization Speaker: Judy Benda - COO, Help Desk Institute Click Here to Download Presentation (PPT) March 2003 Topic: Work Force Management Speaker: Diane Mahan-Gately, Manager of Cluster Labs and Electronics at University of Massachusetts - Dartmouth February 2003 Topic: Investing in Your Help Desk Staff Speaker: Derek Anderholm, Manager, Customer Services, University of Massachusetts Medical School Click Here to Download Presentation (PPT) January 2003 Topic: The Total Approach to a World-Class Help Desk Speaker: Janet Diehl, SMA Management Systems Click Here to Download Presentation (PDF) December 2002 - no meeting November 2002 Topic: Surrounding the Service Desk (ITIL) Speaker: David Pultorak, Pultorak & Associates Click Here for Meeting Writeup Click Here to Download Presentation (PDF) October 2002 Topic: The Evolving Role of Customer Support Organizations Speaker: Chris Martins, independent consultant Click Here for Meeting Writeup Click Here to Download Presentation (PDF) September 2002 Topic: eSupport Speaker: Geoff Revell, Channel Manager, Control-F1 Click Here for Meeting Writeup Click Here to Download Presentation (PDF) July/August 2002 - summer hiatus June 2002 Topic: Meeting Customer Expectations Speaker: Chuck Kelley - NEBS Click Here for Meeting Writeup May 2002 Topic: Your Help Desk Today, What Works? Speaker: John Migliazza -Practice Director - Spherion Click Here for Meeting Writeup April 2002 Topic: Service Level Agreements Speaker: Steve Dreyer, SMA Management Systems Click Here for Meeting Writeup March 2002 Topic: Developing A Reliable Survey Process Speaker: Frederick C. Van Bennekom, Dr.B.A. Click Here for Meeting Writeup February 2002 Topic: Implementing More Than a Knowledge Base Tool Speaker: Bob Moalli, HDI New England Regional Director and RF Moalli Consulting Click Here for Meeting Writeup January 2002 Topic: Customer Self-Help Via the Web Speaker: Paul Simpson - Principal - Simpson Consulting Click Here for Meeting Writeup November 2001 Topic: Overcoming Overwhelm: Coping Resources to Reduce Stress Speaker: Mia Melanson, Performance Consulting Click Here for Meeting Writeup October 2001 Topic: "How to Scale Support or Die Trying" Speakers: Phil Verghis - Sr. Director, Service Delivery, Akamai Don Montabana - Director of Global Customer Care, Akamai Click Here for Meeting Writeup September 2001 Topic: "Best Practices and Trends that Matter" Speaker: Ron Muns - Founder & CEO, Help Desk Institute Click Here for Meeting Writeup July/August 2001 - Summer Hiatus June 2001 Topic: You’re Still Almost There: Getting Your Website Right Speaker: Stephanie Heacox, Information Scientist, OPCENTER, LLC May 2001 Topic: Catching Yourself Being Yourself Speaker: Naomi Karten, Karten Associates April 2001 Topic: Help Desk Software RFP's from Both Sides Now Speaker: Carl Fink, founder and CEO, GroupSoft Systems, Inc. March 2001 Topic: Successful Technical Managers: 10 Lessons Learned Speaker: Johanna Rothman, founder and principal of Rothman Consulting Group, Inc. February 2001 - no meeting January 2001 Topic: Chase eCare Support Model Speaker: Denise Vitale, Vice President, Chase Manhattan Bank December 2000 - no meeting November 2000 Topic: Foundations of Customer Service Speaker: Mary Jo Howard, Practice Director of Spherion Infrastructure Solutions October 2000 Topic: eBusines and Customer Support Speaker: Ken Berggren, Director of Sales, Apropos Technology September 2000 Topic: Call Center Recovery Planning Speaker: Ed Deveau, Sr. V.P., EverGreen Data Continuity, Inc. May 2000 Topic: Tools and Technologies of Today's Help Desks Speaker: Ken Hayes - Practice Director, Interim Technology April 2000 Topic: Automating Customer Satisfaction Surveys Speaker: Mike Manolagas, Service Director, MEDITECH March 2000 Topic: Selecting a Knowledge Base Tool Speaker: Bob Moali, Compaq February 2000 Topic: Reducing the Total Cost Ownership for Help Desks Speaker: Larry Desiano, Network Associates January 2000 Topic: Best ways to measure your service, and what you should be doing with the data Speakers: Judith Cardinal, EDS E.Solutions Mark Ellis, Director of Service Operations, Open Market November 1999 Topic: The World Class Help Desk Speaker: Phil Verghis, Akamai October 1999 Topic: Teamwork: Working the Team So the Team Works Well Speaker: Naomi Karten, Karten Associates, www.nkarten.com September 1999 Topic: Virus Protection Strategies and The Role of the Help Desk Speaker: Victor Pizzolato, Interim Technology July/August 1999 - summer hiatus June 1999 Topic: Survey Automation Tools Speaker: Dr. Fred Van Bennekom, Great Brook Consulting May 1999 Topic: Keeping the Good People You Have Speaker: Rick Brenner, Chaco Canyon Consulting April 1999 Topic: How to Prepare an RFP/RFI When Selecting a Vendor Speaker: John Custy, Ziff-Davis March 1999 annual hiatus February 1999 Topic: Customer Service Excellence Speaker: Anna Turruellas, Interim Technology January 1999 Topic: The Practical Application of Causal Loop Analysis -- a Front Line Approach to Improving Problem Resolution Speaker: Charles Donnelly, Onsett International Corporation November 1998 Topic: Hiring the Right People Speaker: Johanna Rothman, Rothman Consulting Group, Inc. http://www.jrothman.com October 1998 Topic: Bridging The Help Desk Skills Gap Speaker: Mary Jo Howard, Interim Technology July-August-September 1998 Summer Hiatus June 1998 Topic: Optimizing Technology Investments Speaker: Gina Kubie, Kubie & Associates, Inc. May 1998 Topic: Best in Class Help Desk Speaker: Chuck Kelley, Digital Equipment Corporation April 1998 Topic: Changing How You Manage Change Speaker: Naomi Karten, Karten Associates (A joint meeting with the Association of Women in Computing) March 1998 Topic: Round Table Discussion February 1998 Topic: Future of Internet/Intranet Support Speaker: Tony Lowenstein, Professional Help Desk January 14, 1998 Topic: Round Table Discussion December 1997 holiday hiatus November 12, 1997 Topic: The Business Value of the Help Desk Speakers: John Cahill, Corporate Strategies and Dave Gardiner, Teloquent Communications October 8, 1997 Topic: Help Desks: Best of Breed Speaker: Dean Lachance, Vanstar Corporation September 1997 Topic: How to Audit your Help Desk Operation Speaker: Carolyn Atkinson, Interim Technology HDI-NE Home Page Underwritten by GroupSoft Systems, Inc. HDI-NE Chapter is solely responsible for the content of this site.