Please Note: This schedule is subject to change.
Sunday, February 25
Continental Breakfast for Workshop Attendees
Advanced Technical Workshop - Expression Builder
Taylor Fawks, Mike Burkinshaw
Have you ever heard this: “Why can’t your people remember to call out my consults at 8am every day? We’ve done it that way forever!”? You can use an Advanced Expression in your programming to hold the consult in dispatch & present it back to the CSR at a certain time; this means you might never hear that phrase again! Advanced Expressions are an awesomely powerful tool that can correct a multitude of problems and make your team much more efficient.
Have you ever needed to:
- Calculate the age of a patient to determine the next step in a script using the DOB you collected?
- Set certain call types to hold for the next hour? Or the half hour?
- Remove the pipes from your message tickets when you send it out in the daily summary?
- Add totals for order taking?
- Format data brought in from outside sources like a database or directory?
- Determine if a due date is before a specified time of next business day?
- Figure out what day of the week a specified date is, no matter the date?
Guess what, you can do all of this and so much more using an Advanced Expression!
WAIT! You say you don’t know how to write an advance expression? Well what are you waiting for?! Join the NAEO Professional Development Committee for a one-day intensive workshop learning how to build advanced expressions from the ground up.
Sign up for the NAEO 2018 Pre-conference IS workshop to become an Advanced Expression master!!! Learn from the best & set yourself apart from the rest!
Lunch for Workshop Attendees Only
Board of Directors Meeting
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Monday, February 26
Registration / Exhibit Hall / Breakfast
- Honorary Inductees
- Introduce Sponsors
Keynote: Build a Kick Ass Company
We all want to be part of a companies that matter, ones that are more than just a place where work gets done, but instead leave a lasting legacy. We call these Kick Ass companies because they know their true purpose, have leaders that people follow because they believe in them, and teams that say ‘yes’ even before they know what their leaders need from them.
Building a Kick Ass company isn’t for the faint of heart. It requires hard work, commitment and dedication – along with the ability to look deep within, be uncomfortable and answer the tough questions.
To build a Kick Ass company, you must achieve three objectives: Find Your Mojo, build Legendary Leaders, and create Hell Yeah teams. Whether you are a leader or an employee, through nurturing and building on core company beliefs, everyone plays a role in the success of the company. Giving teams the tools and knowledge they need to be awesome creates engaged employees who want to ‘give’ to the company.
Amtelco Presents: Part 1
Kevin Beale, Pat Dye
AMTELCO Presents “What’s New With Genesis and IS?” This will be a fun-filled What’s New session full of exciting new updates on the new Genesis Soft Switching, Soft Agent, MergeComm, and miTeamWeb developments. We will show you how to leverage the advancements of soft switching, automated dispatching, and web and mobile advancements, to expand your opportunities.
FDC (Future Directions Committee) Presents: Open Discussion Session
Ian Cooke, Kevin Beale
Round Tables / Group Discussions
- How to transition from Operator to Teamlead
- Reporting - tracking trends, Identify errors, best for staffing
- Maximizing Social Media Marketing
- IS Server High Availability
- How to give feedback and follow up
- Web Apps (MiTeam, MiSecure)
- Ask Amtelco Open Discussion
- Virtualizing your System with Scott McIntyre
- HR Management
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Tuesday, February 27
Registration / Exhibit Hall / Breakfast
- Management – A How To Presentation for Defining, implementing and Living You Company's Core Values
This session will take a look what steps one company took to identify their core values and how they implemented them into the daily functions of every department in the company. To say I was reluctant to go down this path of defining and implementing Core Values is an understatement. After finally crossing this off our to-do list and seeing first hand how doing this turned our staff into a more positive and cohesive team, I am a firm believer in defining Core Values, implementing them company wide, and living them in every decision the company makes.
- Operational – Why Cyber-Criminals want your Data and PHI, How you can be HIPAA-Compliant, and Why Training is Key to your Success
Rob Van Buskirk, Jared Zimmer
Educate yourself on the “Why” of HIPAA and Hi-Tech compliance, why training is key, and how you can meet the government regulations and market yourself as a leader in protecting PHI. Also, learn about the new HIPAA training benefit offered by NAEO!
- Technical – How to Setup and Maintain Remote Operators
Eric Smith, Russell Scherker
If you have been on the fence about remotes or just looking for a different way to manage it, this session is for you! This panel discussion will allow you to see how two different call centers set up their remote operators to connect to their system - as well as get a peek in to how to manage this from an operations stand point from our third panelist.
- Management – Data Security – Not Just an IT Problem
Your IT guy alone can't safeguard the organization. The human elelment is critical. Join us to discuss the emerging trends, regulatory issues and how you can protect your organization.
- Operational – IS Reporting
With so many reports available, which ones are most vital for each department within your organization? In this session we will discuss and go through some of the most valuable Amtelco reports, and as an added bonus, I will share some of the custom reports our organization has used to help take us to the next level with our clients!
- Technical – Legacy to Intelligent Series: A Transitional Guide to Greatness
Laurie Blow, Brian Doherty
The transition from Legacy to the Intelligent Series opens up many new opportunities for Legacy owners, their staff and their customers. Join two long-term members in an open discussion on how a focus on the process and the people can lead to a successful journey. You will learn strategies to: Develop a project management plan; Build your programming team; Best Practices for team training and buy in; How to analyze your progress and adjust as you go; Program for the future.
- Management – Billing Stratagies
Scott Lyons, Robin Bailey, Mike Burkinshaw
Would you like to know how to get the most from your billing? Join our panel of experts to hear what billing strategies they have tried, what worked, what didn’t, and their outlook for tomorrow.
- Operational - How to Win by Engaging Your Employees
According to recent research, 87% of employees are disengaged, resulting in $500 billion in lost productivity. Additionally, 51% of employees are looking to leave their current job. These statistics are super scary and illustrate that something is totally wrong with the system! But with every great challenge, comes a great opportunity. In this presentation, you’ll learn the key factors that lead to higher employee engagement, plus 5 things you can do to create a happy and engaged culture and be even more successful. This presentation is designed to be a miniature training seminar, so if you want to hit your goals, be happier at work, and be an HR hero, this presentation is for you!
- Technical - Open Source & Freeware Options for Your Call Center
Jason Miller, Theran Mossholder
Join us as we review open source and freeware programs that can boost productivity and save your company money. We will review options for op audio, email, support ticketing, crm and instant messaging.
- Management – Cyber Attacks
Practical conversation on what cyber-attacks are, how they impact businesses and what action items can be taken against them. Discuss how cyber-attacks have evolved and changed in today's business environment. Session Take Away: Simple questions you can ask your IT staff or consultant to identify what cyber-attack methods you are or are not addressing in your network and your employee training programs.
- Operational – The Mistakes I've Made as a Young Leader
Learn how this young leader has built a solid team and the struggle it takes to get there. In this session, one man allows himself to be vulnerable as he shares real experiences everyone can relate to. "Lo notas si te fijas." -ET
- Technical – Go with the Flow
Understand why flowcharts are essential for IS scripting and Infinity accounts, learn how to draw them and also how to read and understand them. See how to identify errors or possible problems before discovering them at the end of setting up an account. Flowcharts aren't just for programming either so we'll also look at how they can be used in other areas of your business too.
- Management – A Good Fit: An introductory workshop on screening potential clients using publically available data to:
Determine if the prospect is a good fit Show expertise by anticipating questions and needs Research the person, organization, and history Using the data to close the sale
- Operational – Implementing Paul Marciano's RESPECT Model
After reading Dr. Marciano's book: "Carrots and Sticks Don't Work" I knew I wanted this book to be the Operations Management Handbook for Dexcomm. During this session I will briefly describe the 7 elements of the RESPECT model: Recognition, Empowerment, Supportive Feedback, Partnering, Expectations, Consideration and Trust. I will explain how we implemented the model at Dexcomm and successes we achieved and challenges we still face. It is suggested that you read the book before attending this session to gain the most benefit, but it will still be of value to those new to the RESPECT model.
- Technical – Genesis
Marius Carccimaru, Theran Mossholder
Information about the Genesis project.
Jody Laluzerne, Greg Beale, Gary Kerner
How the IS Transformer Makes the Upgrade to Genesis Intelligent Series Easy
Join members of AMTELCO Software, Field Service and Training Departments to learn how you can easily switch to Genesis and improve customer relations, build your business and enhance your bottom line. Each of the presenters has a minimum of 25 years of experience with AMTELCO solutions.
Guest Speaker: Dave Wenhold (ATSI Lobbyist)
In the ever changing climate of D.C. politics, it is important to have an understanding of what are the macro and micro issues and how they might affect your business. ATSI’s Washington Counsel will share his insight with us and break down some of the issues that the TAS industry is currently facing in Washington. Dave will also discuss how you can utilize some grassroots tactics to make sure your voice is heard by your elected officials.
Amtelco Party / Employee of the Year Award
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Wednesday, February 28
Amtelco Presents: Part 2 - Q&A
Kevin Beale, Pat Dye
AMTELCO Presents “A Peek Into the Future.” This will be a session that focuses on new developments AMTELCO is working on. We will show you the developments currently in progress and those planned for next year. This will provide you with information you can use to plan for the future of your call center.
Annual General Meeting
- Speech from Current President
- Presidents Award
- Introduction of New Board
- Scholarship announcements
- Passing of the Gavel/Presidents gift
- Treasurer Report
- Questions from the floor
- Speech from Incoming president
Superior Agent Service Awardss
The NAEO Superior Agent Service Award program is a ‘mystery caller’ program that offers NAEO members the opportunity to have their call center agents evaluated by an independent panel of judges, over a 6-month period running from July through January. Come see the top agents receive their awards.
Wine & Beer Awards Luncheon and Closing remarks
Owners and Executives Forum
Board of Directors Meeting
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