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Government Contact Centers

November 15, 2006, 1:00 - 3:00pm EST
Government Contact Centers 

-Daryl Covey, Chief Field Support Section at NEXRAD Operational Support Facility and President and Founder of the Government Customer Support Community of Practice
-Rick Glew, Director of Marketing, IEX
-Randy Saunders, Marketing Manager, Customer Experience Management Systems, Cincom Systems

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Improving Quality and Efficiency in Customer Care

The biggest struggle for public sector contact centers is two-fold – what do they want to offer the public and what is the best way of delivering their services. Whether it be a live voice on a phone, a recorded message, online communication or a walk-in office, each department in each level of government needs to determine what works best for them and how they can most efficiently serve their customers.

This event will provide insight on:

  • Identifying the best medium to meet the needs of your customers
  • Recruiting and retaining a strong and knowledgeable workforce
  • Measuring the efficiency of your contact center






State and local public sector Directors and Managers involved with:


• Service Deliverys

• Contact Centers

• Call Centers

• Information Centers

• Client Contacts

• Help Desks

• Communications

• Business Services

• Customer Services



IEX Corporation is a leading provider of workforce management, strategic planning and performance management software for call centers. Over 2,800 centers in more than 40 countries, 800,000 agents in total, rely on our workforce optimization solutions to plan and optimize the performance of their agent workforce. IEX workforce management, strategic planning and performance management solutions lead the way in call center optimization.  Visit us on-line at http://www.iex.com.
For nearly 40 years, Cincom's software and services have helped thousands of clients worldwide improve critical service operations. Cincom’s Synchrony includes a unified agent desktop, multi-channel inbound and outbound contact center, and real-time analytics, available as a hosted service or delivered on-premise.  For more information, visit http://synchrony.cincom.com/.


CRMXchange is a premier web site dedicated to providing information in an innovative and interactive environment to CRM/Contact Center professionals.  The site offers free webcasts, training, forums, white papers, newsroom, monthly columns, and a showcase for products and services for the industry. http://www.crmxchange.com


Government Technology magazine is the leading publication on the market providing technology solutions for state and local governments in the Information Age. Unrivaled in market expertise, Government Technology magazine provides state and local government executives a reliable source of information on the vital role technology will play in reengineering the public sector. Top government executives everywhere - from governors to mayors, from CIOs to agency directors, and from judges to legislators - turn to Government Technology magazine as the trusted source for state and local government technology solutions across the nation. For your free subscription, log on to http://www.govtech.com/.


Daryl Covey has managed the NEXRAD Hotline at the interagency NEXRAD Radar Operations Center since 1989. During his tenure, the Hotline staff has been recognized with the National Weather Service Modernization Award, three National Oceanic and Atmospheric Administration Bronze Medals, the U. S. Department of Commerce Customer Service Excellence and Silver Medal Awards, the Vice President’s Hammer Award, the Federal Agency Excellence Award from Government Computer News, and countless expressions of appreciation from customers worldwide throughout the Department of Defense, National Weather Service, and Federal Aviation Administration. He has prior experience as a National Weather Service field forecaster and radar operations training manager. Mr. Covey’s customer support experience includes creating the Federal Help Desk Registry and two Federal Help Desk Forum conferences, numerous officer terms in Help Desk Institute local chapters, serving on the advisory boards of the Help Desk Professionals’ Association, Help Desk Institute, Conference for Help Desk Professionals, Citizen Services Seminar and Support Services Conferences; and founding membership in the Help Desk Institute’s international Individual Certification Standards Committee. He is the facilitator for the Government Contact Center Community of Practice (www.fedhelpdesk.osf.noaa.gov), editor of the Government Contact Center News monthly eletter, chairs the annual Government Customer Support Conference, serves periodically as an invited advisor to Government agencies on contact center initiatives, has been interviewed by Government Computer News, Federal Computer Week, and Government Executive Magazine for articles on public sector customer support, and has written invited articles on public sector customer support for IT Support News and Federal Technology. Daryl lives on a cattle farm southeast of Oklahoma City with his wife and two sons, where he chairs the boards of the local fire protection and rural water districts.

Rick Glew is responsible for marketing and external communications initiatives at IEX. Prior to joining IEX, Rick was the senior director of marketing at Spatial Wireless, a next–generation mobile switching start-up, taking responsibility for all marketing programs as they successfully established a leading position in the industry. Previously he was with Nortel Networks in a variety of senior positions in wireless product management, marketing, engineering and sales. He and his teams led initiatives to implement Wireless Internet applications, develop related strategic handset, middleware and infrastructure alliances, set global strategic plans and build a regional sales, marketing and engineering organization. Rick holds a bachelor’s degree in engineering from the University of Western Ontario and an MBA from the University of Toronto.
Randy Saunders is the marketing manager for Cincom’s Customer Experience Management systems.  Randy has more than 25 years experience working with contact centers and service organizations. Prior to Cincom Randy held marketing, sales and technology positions at Gannett and The Kroger Company.  He can be contacted at rsaunders@cincom.com

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