NAEO Newslinks

April 2019

NAEO Now

Be Inspired

A Note to Owners & Executives


Featured Articles

President's Message

2019 NAEO Awards: Congratulations to All Recipients!

Employee Spotlight


NAEO Events

2019 Annual Conference: Pre-Conference Workshop Recap

Register Now for the 2019 NAEO Summer Series Workshops!

Save the Date for #NAEO2020


Amtelco Annex

Dispatch Script Fields and the Handle Dispatch Notifications Response Element








Be Inspired

By Gary Blair

"Winning doesn’t always mean being first. Winning means you’re doing better than you’ve ever done before."

-Bonnie Blair 

» back to top


A Note to Owners & Executives

Owners & Executives: There is going to be another Owners Exec call at the end of April. Keep an eye on your emails for all the info!

» back to top


President's Message

Rob Bennett

I cannot begin to tell you what an honor it is to be writing you this message! When I first got involved in the industry in 1995, we were on EVE and had one PC in the office and a word processor. Business was simple back then as we were truly still a TAS. My how times have changed!  Today we are on Infinity with IS, everything on our office is PC based, we have a handful of remote agents, and there’s a plethora of servers with a complex network infrastructure that makes our business run. Clients are asking us to do so much more than just take a message. We truly have become an extension of their business in so many ways. While the pace of business is faster and the demands are greater than they were 25 years ago, one thing has remained consistent:  People. The incredible people in our offices that allow us to operate our businesses 24/7 and undoubtedly the generous people involved in NAEO.

When NAEO was first formed as the National Association of EVE owners, it was to be a voice between the end user and Amtelco. Over the years, we all pushed the envelope of EVE, Infinity, IS and now, Genesis. Because of this, NAEO is as relevant now as it ever was. We offer so much to our membership that helps us remain successful in business, but more importantly how to utilize our Amtelco systems in ways we never imagined. A few of the programs NAEO offers to our membership include: Online training for supervisors and agents, HIPAA Certification, webinars, Summer Series Workshop that focuses on technical and supervisor training, service contract discounts and, of course, our annual conference, just to name a few.

Speaking of conferences, we just wrapped up our annual conference in San Juan, Puerto Rico. The weather was perfect, and the ocean views were breathtaking. It was great seeing old friends who have become so much more than business colleagues and making new connections along the way!  Both the networking opportunities and educational sessions were worth making the trek to the Caribbean. If you happened to miss it this year, please join us for NAEO 2020 in New Orleans, LA!

While in Puerto Rico we held two board meetings:  One with the outgoing board, where we said our goodbyes to Past-President Lina Cunningham and Director, Rossi Frankel. After our general meeting, we held the first meeting of the 2019-2020 year. At this we welcomed our newest elected directors:  Jaimie Guidry from DexComm, Christina Stephens from Valley Health and Marvin Cooper from American TeleCenters. During this meeting the board also voted for President-Elect and committee chairs were assigned. I’m happy to announce that Adrian Trevino was voted President-Elect.

The current committees and their respective chairs are as follows:

  • Membership: Tifani Leal, Chair / JoAnn Fussell, Vice Chair
  • Hospital User Group (HUG): Christina Stephens, Chair / Tifani Leal, Vice Chair
  • Professional Development: Jaimie Guidry, Chair
  • Conference: Adrian Trevino, Chair / Marie McGuire, Vice Chair
  • Future Directions: Jason Miller, Chair / Jamie Guidry, Vice Chair
  • Communications: Alana Nikifourk, Chair / Marvin Cooper, Vice Chair

The new board has hit the ground running!  We will meet in person for our meeting at Amtelco in early May. I look forward to reporting back to you in a future issue of NewsLinks.

Thank you for allowing me the opportunity to serve you!

Sincerely,

Rob Bennett

» back to top


2019 NAEO Awards: Congratulations to All Recipients!

Hall of Fame

NAEO Hall of Fame

At the 2019 Conference in Puerto Rico, Ian Cooke inducted Jim Wagner of Wagner Communications Inc. and Robin Bailey of The Legacy Connection into the NAEO Hall of Fame - and there wasn't a dry eye in sight! Congratulations to both Jim and Robin respectively, and thank you for your countless contributions, unwavering kindness, and of course your immense generosity. We celebrate you!

Honorary Society

NAEO's Honorary Society

At the 2019 Conference in Puerto Rico, Ian Cooke inducted Larry Gignac formerly of Answer United on being inducted into NAEO's Honorary Society! Thank you for your countless contributions over the years and congratulations - we celebrate you!

SASA

Superior Agent Service Award

Congratulations to all of the winners of NAEO's Superior Agent Service Award:

  • Intercon Messaging Inc.
  • Answer 365
  • Advanced Answering Center
  • Southern Voices
  • Crocker Communications
  • Extend Communications
  • The Legacy Connection
  • Bennett Communication Solutions (Top 10 Call)
  • AnswerTel (Top 10 Call)
  • Anser (Top 10 Call)
  • Alliance Wireless Communications (3 Top 10 Calls)
  • Dexcomm (Top Score)
  • Main Line TeleCommunications (2 Top 10 Calls & Top Call)

Presidents Award

President's Award

"Lina, I would like to FROG you..."

Lina Cunningham was awarded the NAEO President's award at #NAEO2019 by Ian Cooke

Lina passionately served on the NAEO Board of Directors for 8 years, (the last the three as President Elect, President, and Past President respectively), and it is hard imagine anyone more deserving of this honour.

Thank you for all you have given Lina, you're an absolute pleasure to know, a driving force in our industry, and an inspiration to us all.

Volunteer

NAEO Volunteer of the Year Award

The importance of volunteers to our association can't be overestimated. This years Volunteer of the Year, works tirelessly and constantly goes above and beyond in supporting NAEO - we're not sure the word "No" is in her vocabulary! Congratulations to Jamie Hay for  receiving this award for the 2nd year in a row! Thank you Jamie for all that you do - you're truly inspiring!

Collins Scholarship

Christina Collins Scholarship

The Christina Collins Educational Scholarship Fund was established in loving memory of Christina Collins by the Board of Directors of the National Amtelco Equipment Owners. Christina owned and operated a telemessaging bureau prior to joining Amtelco as a TAS consultant. She assisted several EVE owners with the schematics and design of their offices. Her commitment to this industry was demonstrated by freely sharing her expertise. Christina was a highly respected individual with great integrity and a strong sense of loyalty to the NAEO membership. As she was also a great advocate of education, the NAEO Board has established this annual scholarship award in her honor.

Congratulations to Kelly Shaver on receiving the 2019 Christina Collins Educational Scholarship!

Curtin Scholarship

Curtin Scholarship

The Curtin Scholarship is a nonprofit educational scholarship sponsored by the National Amtelco Equipment Owners (NAEO). The fund recognizes the immense contributions the Curtins have made to the messaging industry, and their lifelong mission to educate and inspire their valued customers. Mr. and Mrs. Curtin, the founders of Amtelco, consistently provided the products, the vision, and the techniques to greatly advance our industry.

Congratulations to Justin Wiggins for receiving the 2019 Curtin Scholarship!

» back to top


Employee Spotlight

Gary Kerner: Director of Sales, Call Center Division

From Amtelco Insider

Gary KernerAmtelco’s director of sales for the call center division, Gary Kerner, was honored with the National Amtelco Equipment Owners’ (NAEO) Amtelco Employee of the Year award at the 2019 NAEO Conference in San Juan, Puerto Rico.

Gary began his relationship with Amtelco as a customer. In 1989, he was running his own business using Amtelco equipment in Reno, Nevada. In 1992, Amtelco learned about Gary’s background as a teacher, flight instructor, and motorcycle safety instructor, and contracted with Gary to become an instructor for Amtelco trainers.

Amtelco trainers would be trained by Gary at his place of business. Gary also travelled to many Amtelco customer locations to provide training for customers. Gary states, “I travelled from call centers in Mexico City to the Yukon Territory.”

Gary is certain he learned more from others in the call center business than he ever taught them as a trainer and says, “I knew my job with Amtelco, but the people I visited knew so much more about the industry and they taught me. They were always giving, and I learned from people like Mark Herlache, Jim Marchbank, Allan Fromm, Mari Osmond, Sylvia Keiser, Tom Gelbach, Cristina Collins, and others. I owe much of my success to them and the great support and development teams at Amtelco.” After a nine-year stint as a consultant, Gary became a regular Amtelco employee in 2001.

During his career in the call center industry, Gary has served on both the NAEO and Association of TeleServices International (ATSI) boards, became a member of NAEO’s Hall of Fame, and witnessed many changes in the call center space. “Years ago, the industry was very regional and the term “exchange” became known as “answering services” because they typically handled a certain exchange in their region. Now, everyone is a competitor, but we make each other better by being competitive.”

Outside of Amtelco, Gary lives near Phoenix, Arizona with his wife Andi, who is a successful author under the pen name Lynne Anders. They spend as much time as possible with their five grandchildren and enjoy trips to Europe, the Caribbean, and the South Pacific, and traveling North America in their motorhome.

» back to top


2019 Annual Conference: Pre-Conference Workshop Recap

Taylor Fawks, Personalized Communications

I’d like to FROG Jaimie Guidry (Dexcomm), Patrick Labbett (NotifiUS), and Michael Goumas (Answerfirst) because they delivered a fabulous pre-conference workshop!

Jaimie’s step by step guidance in how to build your very first MergeComm script allowed everyone to be able to leave with the ability to put MergeComm into production. The Auto Dispatch element is a game changer! From creating cues, wake up reminders, and spawning dispatch jobs, there is something for everyone with MergeComm.

Michael showed us just how powerful MergeComm could be by sharing scripts that could do anything from testing your SMS (and every other delivery method) service to parsing inbound emails, there is so much automation that it can provide!

Patrick ended the day with giving us an overview of integrating MergeComm with API’s. His explanation of how to use them and when to call in an expert was very honest and insightful. His work-along examples allowed us to get a feel for how versatile the product can be!

It was a great opportunity to learn more about the product from some of the most talented people in our industry, with some fun mixed in!

» back to top


Register Now for the 2019 NAEO Summer Series Workshops!

NAEO Summer Series

July 29th and runs to July 31st at 5PM

Suggested Travel Days: Sunday, July 28th and Thursday, July Aug 1st

The American Hotel, a DoubleTree by Hilton
160 Ted Turner Drive, NW
Atlanta, Georgia 30303

SUPERVISOR LEADERSHIP WORKSHOP

Your Supervisors are among the MOST important people in your company – they work directly with your staff and your customers. Join us for our latest Supervisor Leadership Workshop. A full 3 days, July 29-31 2019, of hands-on and interactive education. This workshop will cover things in customer care, handling complaints, strategies on how to handle employee issues and by request, reports to aide your supervisors, and much more!

Speakers include Brian Doherty of Crocker Communications

Register Now

 

I.S. SCRIPTING WORKSHOPS

Level up your IS Programming knowledge! Join NAEO's PDC for a full 3-day, in-depth Intelligent Series workshop for both entry and advanced level programmers. Both are interactive workshops where attendees will learn hands-on how to program accounts with ease and efficiency using various styles and methods including Contact Based Architecture. The I.S. Summer Series is an economical instructional seminar designed to educate from inception to completion! Attendees will also receive an exclusive Intelligent Series programming workbook and have ample opportunity to ask industry experts all your questions.

Speakers include industry experts Marie McGuire of AnswerTel and Jaimie Guidry of Dexcomm.

Whether you are new to Intelligent Series or looking to cross-train co-workers and build a programming department, you’ll learn first-hand, invaluable knowledge to efficiently and consistently program or convert your clients into Intelligent Series. There are only a few seats left, so don’t delay any longer - register today.

Register Now

» back to top


Save the Date for #NAEO2020

NAEO 2020

» back to top


Amtelco Annex

All rights reserved © February 2018| Contact: insider@amtelco.com 

Dispatch Script Fields and the Handle Dispatch Notifications Response Element

 

 

 

 

 

» back to top