Events & NewsDevelopments in the Profession. Developing the Professional. |
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2009 Events
| Yearly | ||||
|---|---|---|---|---|
| Title of Event | Description | Location | Date | |
| Web Manager University: Designing and Writing Forms for the Web | Learn how to design usable online forms for all users, including the 50 percent of U.S. adults who read at the 8th grade level or below. | Washington, DC | May 13 | |
| Government Contact Center Employees | Government contact center managers and employees from all over the country will come together to share, network, learn from each other and discuss best practices to improve our unique customer service centers. | Minneapolis, MN | May 13-15 | |
| 2009 Government Leadership Summit -- The New CXO: Collaboration, Innovation, Transformation | Will bring together top-level decision markers from state, local and federal collaboration effort to stimulate new ideas and reinvigorate change management through the application of technology. | Williamsburg, VA | May 17-19 | |
| Digital Government Society of North America 2009 Conference | The 10th Annual International Conference on Digital Government Research: Social Networks -- Making Connections between Citizens, Data and Government | Puebla, Mexico | May 17-20 | |
| Engaging the Public Through Social Media: Implementing the President's Open Government Goals (Tools and Metrics) Training Workshop | Practical examples and "how to" information on advanced social media tools and techniques in Government to engage the public. The workshop will focus on connecting social efforts to mission objectives and details on how to use methods covered. | Washington, DC | May 19 | |
| ICMI: Essential Skills and Knowledge for Effective Contact Center Management | This two-day course will teach you fundamental principles of call center dynamics; how to improve quality and efficiency; and how to communicate the value of the contact center to all levels within the organization. | Nashville, TN | May 19-20 | |
| Web Manager University: Making Your Website More Effective: Intro to Proven Usability Techniques | Producing a website or web application is commonplace; making it effective is the challenge. This introductory course will provide you with usability tools you need to ensure that your website is indeed effective and meets your goals and your visitors' goals. Through lectures, discussions and lively group exercises, you'll learn proven techniques that you can apply to your website or web application. | Washington, DC | May 20-21 | |
| Web Manager University: Demo of the Quick & Easy Customer Profile | By the end of the webinar, you'll know how to identify and prioritize your website's customer segments; use metrics to understand your customers' top tasks; identify ways to conduct on-going customer research; and build mini-personas. | Webinar | May 28 | |
| ACT/IAC 2009 Management of Change Conference | Business Thinking in Government: Maybe Not? Best Practices for the New Enterprise | Norfolk, VA | May 31-June 2 | |
| ICMI Contact Center Management Conference & Expo | Choose from intensive, highly interactive 3 1/2 hour workshops across five tracks of learning, as well as extensive opportunities to tour another contact center's facility. | Austin, TX | June 1-3 | |
| ICMI: Essential Skills and Knowledge for Effective Contact Center Management | This two-day course will teach you fundamental principles of call center dynamics; how to improve quality and efficiency; and how to communicate the value of the contact center to all levels within the organization. | St. Louis, MO | June 2-3 | |
| Web Manager University: Quick, Easy & Insightful: Conducting Usability Testing in the Wild | In this presentation, usability testing expert Dana breaks down the process of collecting user research data, exploring the essentials and the nice-to-haves. Perfect for those who have never conducted a usability test, but experienced practitioners will get new ideas, too. |
Washington, DC | June 3 | |
| ICMI: The Workforce Management Boot Camp | Hands-on workshop not only teaches you proven techniques to improve forecasting and scheduling, but allows you to practice those techniques using your contact center data with input from expert instructors. | Austin, TX | June 4-7 | |
| ICMI: Essential Skills and Knowledge for Effective Contact Center Management | This two-day course will teach you fundamental principles of call center dynamics; how to improve quality and efficiency; and how to communicate the value of the contact center to all levels within the organization. | Washington, DC | June 9-10 | |
| Web Manager University: Measuring the Performance of Government Websites: Best Practices, Tools, and Strategies | Provides perspective on the growing attempts to measure the performance and impact of government websites. reviews the fundamentals of web analytics and more. | Washington, DC | June 10-11 | |
| ICMI: Measuring Contact Center Effectiveness | Understand metrics and determine which measurements are right for your call center. Move beyond simple benchmarks to discover and resolve the true problems your metrics are reporting. | Washington, DC | June 11 | |
| Help Desk Government Forum | HDI Government Forum Meeting | San Diego, CA | June 15-18 | |
| ICMI: Essential Skills and Knowledge for Effective Contact Center Management | This two-day course will teach you fundamental principles of call center dynamics; how to improve quality and efficiency; and how to communicate the value of the contact center to all levels within the organization. | Seattle, WA | June 16-17 | |
| Web Manager University: Website Makeover: Focusing on Your Visitors' Major Tasks | People come to websites with their own goals and tasks in mind. A successful site allows your site visitors to accomplish those goals and tasks quickly and effectively. It's time to focus your website on your customers and their major tasks. | Washington, DC | June 17 | |
| Social Media for Government Conference: How To Engage Your Employees And Citizens By Using The Latest Web 2.0 Technologies To Drive Communication Results | Learn how to capture the power of social media in your organization, along with helpful tools, tips and techniques to get started. | Washington, DC | July 13-16 | |
| Excellence in Government Series: New Leadership: People, Policy, Programs | The 2009 Excellence in Government Conference Series will be held on three days - April 20, 2009, July 20, 2009, and October 5, 2009 - at the Ronald Reagan Building in Washington, DC. | Washington, DC | July 20 | |
| ICMI: Measuring Contact Center Effectiveness | Understand metrics and determine which measurements are right for your call center. Move beyond simple benchmarks to discover and resolve the true problems your metrics are reporting. | Denver, CO | July 23 | |
| ICMI: The Workforce Management Boot Camp | Hands-on workshop not only teaches you proven techniques to improve forecasting and scheduling, but allows you to practice those techniques using your contact center data with input from expert instructors. | San Antonio, TX | August 25-28 | |
| 10th Annual Signature Customer Service and Support Professionals Conference and Expo | Solve your greatest service desk , call center and technical support operation's challenges. Discover the strategies, tactics and best practices for success | Seattle, WA | September 14-15 | |
| Excellence in Government | Driving Federal Performance | Washington, DC | October 5 | |
| ACT/IAC Executive Leadership Conference |
Save the date! | Williamsburg, VA | October 27 | |
| Digital Government Institute: Government Customer Service | Save the date! | Washington, DC | December 3 | |
