"Employment Trends in 2010"

Taco Bell Corporate offices

1 Glen Bell Way

Irvine, California   92618

Directions:  Click Here

"Employment Trends in 2010"

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Kelly O'Connell will be speaking about employment trends for the upcoming year.  If you are out looking for a position, or are looking to hire staff in the upcoming year, you don't want to miss this special session!

Register by sending an email to our Secretary Jennifer.Stevens@yum.com, indicating your company or organization, the names of those planning to attend, and your email addresses and phone numbers. See you there!

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Kelly O’Connell is a Branch Manager for Robert Half Technology, a leading provider of IT professionals on a project and full-time basis. In this role Kelly oversees operations for the company’s Irvine office. Kelly joined the company in October of 2007, and was most recently the a Robert Half Technology Division Director in Irvine. Kelly has over 10 years of combined experience in IT, technical sales and staffing.

"First Contact Resolution - The Performance Driver!"

Dave and Busters

The Spectrum

71 Fortune Drive Suite 960

Irvine, Ca 92618

Phone 949-727-0555

Directions:  Click here

"First Contact Resolution Rate - The Performance Driver!" "

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Peter McGarahan will focus on how First Contact Resolution (FCR) is a great metric, but should not live in a vacuum.  Pete will stress the value of making sure the documentation is complete, and making the goal not just “checking off” the incident, but rather tying resolution to a fuller customer experience. In order to provide that experience, Pete will talk about the role of good support tools, including knowledge management.

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Peter McGarahan is the founder and president of McGarahan & Associates. McGarahan & Associates. We are in the business of helping organizations achieve service and support excellence and value. Pete served as the Chairman of the IT Infrastructure Management Association, a sister organization to HDI and currently serves as a Business Service Management Expert for BSMReview.com. Pete’s value to the support industry and business is his thought leadership and vision.  

As a practitioner, product manager and support industry analyst and expert, he has influenced the maturity of customer service and support by emphasizing the critical importance of aligning business goals and objectives with the support organization. His thought leadership repositioned the service organization from a back-of-house cost center to a vital link in the customer service-profit chain responsible for the customer experience, loyalty and profitability.   He passionately voices the importance of the service value proposition. His curriculum, white papers, briefings and keynotes continue to challenge the service and support industry to think innovatively in utilizing and integrating state-of-the-art technologies, best practice processes with trained, motivated professionals.
 

Annual Holiday Party and Analyst of the Year (AOY) Awards

McCormick and Schmick’s 

2000 Main Street

Irvine Ca 92614

Ph:    949-756-0505
Meeting to be Held In:  “The Library”

Directions:  Click here

"Annual Holiday Party and
Analyst of the Year (AOY) Awards "

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• Mark your calendars for Dec 2nd, and plan to be at our annual Orange County HDI Holiday Party and AOY Awards!
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• Network with your OCHDI friends, recall the year's activities, look forward to a great 2010, and have a wonderful holiday celebration!
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• During this special annual event we will feature:
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• * Dinner at McCormick and Schmick’s, in "The Library". 
• * Food Includes:  Buffet Style of Hot Items Including Cheeseburgers, Waffle Fries, Hot Wings, Spinach Artichoke Dip with Tri Colored Chips
• * Holiday decorating activity!
• * Networking with your HDI Orange County friends
• * Special raffle for holiday gifts
• * Gift Exchange
• * Announcement of the AOY Award Winnders
• * Recap of 2009, with a preview of 2010 activities
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* The Analyst of the Year Awards
* A recap of 2009 activities
* Preview of 2010 Program
 

"Recession Proof Your Life: Make a PLAN and Make It Great!"

"Recession Proof Your Life: Make a PLAN and Make It Great!"

Driven to bring results to your business, Phil has developed an enlightening and stimulating PLAN for business people and entrepreneurs looking to watch their dreams take off. This distinctive method of pushing beyond your barriers has helped countless people live their lives with passion and focus. Phil has a charming and delightful personality, which brings warmth and personal interaction with his audience. When Phil speaks with your organization, you will feel as though he was chatting with you one-on-one. Phil’s action PLAN includes…

• Purpose – Define your dreams and go after them whole-heartedly. Phil gives you the tools to hone in on the life you have always wanted, but were too afraid to go after.
   
• Learning – Once you have established your purpose in life, you can then find out all of the necessary information to go after it! Phil encourages you to expand your mind and your network, as you seek out the right path for your life.
   
• Attitude – Your attitude will determine the amount of your success, and the quality of your life. Phil explains how a winning attitude will always come out on top.
   
• Network – Along the adventures life gives you, you will meet lots of people along the way. Phil teaches you how to engage these people, and build quality relationships that will bring you closer to your dreams faster than you ever imagined.
   

With a PLAN to Make It Great!, life’s challenges will be far easier to navigate. Phil has spent his life dedicated to helping others succeed, and offers his timeless wisdom in speaking engagements across the world. His winning smile and bubbling exuberance has earned him the title of Relationship Geek, and he encourages each of you to Make a PLAN and Make It Great!

Phil Gerbyshak is the founder of the Make It Great! Institute. He enjoys being a social media maximizer specializing in making social media fun, easy and profitable, though not necessarily in that order. Phil has been blogging for over 4 years and was an early adopter into Twitter, LinkedIn, Squidoo, and many other social media platforms. He teaches companies and people how to maximize the time and other investments in social media, and reminds folks that it’s not about the TOOLS…it’s about the PEOPLE.

He is also a dynamic speaker, passionate about building successful business relationships. Phil’s first book, 10 Ways to Make It Great!, has sparked a fire within the hearts of thousands of people, as they take charge of their lives and relationships. Countless others have been inspired by Phil’s energy-charged speeches, as he elaborates on the principles within his book. Those who have had the pleasure of listening to Phil speak now have the tools to become Relationship Geeks, and spread his successful ideas throughout their own businesses.
 

Link to LANDesk presentation delivered at the meeting,
 

“Zap the Gap”

Bright Funny Delightfully Obnoxious, Meagan Johnson - known as the “Generational Humorist” - will be joining us to inspire, motivate and educate us.  If you think you’ve heard all there is to hear about the four different generations in the workplace, you have not heard Meagan’s comical spin on how to attract, market, manage and communicate with people from every generation without strangling someone in the process. 

While working in a sales environment for various large companies, Meagan became discouraged to hear all the negative comments about generation X and began to research successful ways to work with her younger generation.  From that, Zap the Gap was born. 

During this session, you’ll laugh while acquiring tools you can use immediately to improve your multi-generational relationships with clients, co-workers and in your every day personal life.

About Our Speaker:

Meagan Johnson has a rare gift as a speaker: the ability to impart substantive, complex information in an upbeat style with an abundance of both humor and sincerity. She became interested in generational diversity while working in corporate America (Quaker Oats, Kraft Foods and Xerox) following graduation from Arizona State University Business School with a BS in marketing. She became discouraged by the negative comments about Generation X. A Gen Xer herself, she was further frustrated by management’s one way fits all approach to success at work and career advancement. She conducted extensive research on generational differences in a wide variety of organizations and institutions to find successful ways to work with the younger generation. Her in-depth research included study of the best practices of some of America’s top corporations who hire young people and it produced some results that surprised even her.

Since 1997 Meagan has educated thousands in audiences around the globe, has been interviewed for numerous publications and has written extensively on the multi-generational workforce topic.  With a deep understanding of the importance of a cohesive, multi-generational workforce, Meagan helps executives and professionals to tap into each generation’s motivational requirements so that the members of each generation can realize their greatest potential.

Meagan is an active member of NSA, National Speakers Association. In 2003, she received her CSP, Certified Speaking Professional designation. Currently, only ten percent of professional speakers hold this designation. As a Gen Xer Meagan, was extremely proud to be one of the youngest recipients of the CSP designation.

“Transitioning to a Knowledge-Powered Service Desk”

Most Service Desks today are not leveraging the power of Knowledge Management, and as a result they are experiencing slower resolution times, higher costs, and lower customer and employee satisfaction. Staff are solving the same incidents repeatedly in different ways, customers are not benefiting from access to solutions for simple issues, and as a result, the service desk is not operating at its potential.

There is a better way, but many times organizations take the wrong approach – instead of being process-driven, they buy a tool, thinking that the implementation of a knowledgebase or 'wiki' will somehow transform their support organization into a knowledge powered organization.  Not surprisingly, this approach usually fails.

This presentation will share the secrets to successfully implementing Knowledge Management at the Service Desk - how the speaker implemented a knowledge management process at his company’s support center over an 18 month period, transforming the support center into a knowledge-powered service delivery organization – dramatically changing the culture, reducing resolution times, increasing accuracy, reducing costs, and raising both employee and customer satisfaction.

About Our Speaker:

Paul Dooley is founder and Principal Consultant at Optimal Connections, LLC, a services firm that specializes in delivering products and services that help companies better connect with their customers.  With over 30 years of experience in customer services and support, Paul has held a wide range of positions – including field support, front line service desk support, team lead, support center manager, business development manager and director.  Paul’s wide ranging experience across the companies he has been engaged in has included one of the first case study implementations of Knowledge Management, successfully consolidating multiple support centers, and successfully developing support center people, processes and technology to drive performance to the next level.

As a recognized ITIL V3 Expert, Paul hold’s most all of the ITIL certifications – from ITIL V2 Foundations, Practitioner and Service Manager, to nearly all of the ITIL V3 Intermediate Certifications (SS, SD, ST, SO, CSI, PPO, RCV, OSA), and of course the ITIL V3 Expert Certification.  As a contributing member of HDI, Paul has helped define and establish the HDI Support Center Certification (SCC) Standard, the Support Center Analyst (SCA) Standard, and the Support Center Manager (SCM) standard.  In addition to being a HDI Certified Instructor, Paul is also an HDI Certified Auditor of support centers.  A Local Chapter Officer with HDI Orange County, Paul is also a regular speaker at HDI and other IT support industry events world-wide.

Recently published articles and white papers include "How to Market the Value of Your Support", "7 Steps to Exceptional Customer Service", and “ISO 9000 and HDI Support Center Certification: Complimentary Approaches”.  His most recent book, “Building a Web Self-Service Portal: Keys to Success”, was translated into several languages and has been instrumental in helping many organizations plan and deploy a successful web support portal.  

>> Download the Handouts