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AFSM International Announces Track Leaders & Topics for AFSMI 29th World Conference & Exposition

Disney's Coronado Springs Resort, Orlando, Florida, October 17, 18, 19, 1999

Fort Myers, Florida, October 1, 1999... David F. Henault, CEO of AFSM International, the worldwide association for executives, managers, and professionals in the high-technology services and support industry, announced a star-studded list of track leaders and topics for the AFSMI 29th World Conference & Exposition being held at Disney's Coronado Springs Resort Convention Center, in Orlando, Florida, October 17-19, 1999.

AFSMI's 29th annual World Conference & Exposition, assembles a dynamic group of world-class speakers to address the educational needs of professional services and support managers across a wide spectrum of industry segments. State-of-the -industry panel discussions, networking sessions, and senior executive forums are conducted by industry experts and academicians from around the globe.

This year's conference will be comprised of 63 interactive tracks lead by five main track leaders focused on the following cutting-edge topics featuring the following presenters:

PROFESSIONAL SERVICES: Track Leader, James Alexander, Ed. D., Consulting Director, Professional Services, AFSMI. Seminar topics include: Fixed or Variable Pricing, The Sales & Market Equation, Scope Creep-How to Avoid It, Product Dependent vs. Independent PS, Project vs. Program Management plus Case Studies & Panel Discussions
SUPPORT CENTER: Track Leader, Dave Brown, President & CEO, Service Management International; Seminar topics include: Internet: A New Call Center Opportunity, New Call Center Technologies, Reengineering the Call Center, Call Center or a Help Desk?, The Virtual Call Center Solution, Empowerment: The Effect on Service; Successful Help Desks-What's the Secret? Benchmarking through Proactive Outbound Calls, plus Case Studies & Panel Discussions.
TELECOM: Track Leader, William K. Pollock, President, Strategies for Growth and Leo A. P. Moerkens, President, Hands-on Management Consulting, LLC. Seminar topics include: Mission Critical-Is It Different?, Impact of Voice/Data Convergence, Voice-Over Internet-What IT means to Us, Y2K-Where Are We? Future Trends and Observations, Distance learning-Putting the Pieces Together, Dataconferencing; Data, Audio, Video Integration, Streaming Video-Changing the Way We Work, Telecommuting-Who's Doing It and How plus Case studies & Panel Discussions.
OPERATIONS & SKILLS DEVELOPMENT: Track Leader, Bill Waas, President, Empowered Solutions: Topics of Seminars: How to Gather Competitive Intelligence, Customer Expectations vs. Satisfaction, Benchmarking for Services Success, Making the Rest of the Company Customer-Centric, Attracting, Developing, and Retaining the Best CSRs, The Logistics Equation-When Is Enough, Enough?, The Stress Factor-How Does It Play?, Finance for Non-Financial Managers, Certification-What Does It Mean?, Mergers, Acquisitions & Roll-Up Services plus Case Studies & Panel Discussions.
SALES & MARKETING: Track Leader Al Hahn, President, Hahn Consulting. Topics of seminars: Delivering Your Message Via the Internet, Selling at Point-of-Service: Pros & Cons, Value-Based Pricing: Does it Work?, Sales Force Automation Tools, Selling Up the Organization, Getting the Message to the Channel, Price Position, Why are Services So Hard to Sell? Marketing Trends and Best Practices plus Case Studies & Panel Discussions.

The exposition hall, with over 120 exhibitors, will premier some of the latest products and services in information technology, telecommunications, software and hardware support, mobile communications, service and support automation, services marketing, customer service, logistics, and new technology. Exhibitors include such well-known companies as: Clarify, IET, Vantive, Melard, E-Loyalty, Astea, Great Plains, Unysis, C. Holezle Associates, Choice Logistics, and a host of other industry leaders. For over 22 years, AFSM International has provided leadership, education and direction that helps executives, managers, and professionals in high-technology services and support meet the industry's growing challenges. A non-profit organization headquartered in Fort Myers, Florida, AFSM International has over 5,000 members representing more than 2,000 organizations in 47 countries.

For more information or to register for the AFSMI 29th World Conference call 941-275-7887, or visit the AFSMI Web site at http://www.afsmi.org.

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Editorial Contact:
Ginny Goodman
AFSM International
(941) 275-7887
ggoodman@afsmi.org

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