NAEO Newslinks

August 2020

Amtelco

 

NotifiiUs

 

 

PeoplePraise

 

 

Phillips

 

 

ProHIPAA

 

 

 

 

 

NAEO Now

Be Inspired

Snack Sized News

Member Benefit Spotlight


Featured Articles

Employee Benefit Issues – Sick Leave and FMLA

From the HUG Chair

Helping Employees With COVID-19 Expenses: Tax-Free Disaster Relief Payments

Honoring Michael Goumas

The Spirit of NAEO in a “Call Field”

Save the Date for Our 2021 NAEO Conference

In Case You Missed It

Take Your Break

Protecting Your Employees from Coronavirus

Working from Home BINGO


Association Station

CAM-X

ASTAA

TUNe

GLTSA

WSTA


Webinar Spotlight

View Upcoming and Archived Webinars


Amtelco Annex

IS Supervisor System Schedule Filters

Amtelco Webinar Spotlight

Amtelco Employee Spotlight: Susan Kirkpatrick

Automated Notifications of Workflow Progress

Updates from Amtelco


Be Inspired

Submitted by Gary Blair

“People who wonder if the glass is half empty or full miss the point. The glass is refillable.”

~ Unknown

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Snack Sized News

Communications Committee:

Our Communications Committee has been busy working hard to continue to find quality content to deliver to our members through NewsLinks and our social media channels. Learning to live and work in our new reality has been different, but we want to create an open flow of communication throughout a variety of platforms and keep you informed of the latest and greatest news and developments! If you have any ideas or suggestions you’d like to see in NewsLinks or shared via our social media accounts, please send them our way! We’d love to hear from you — communications@naeo.org.

Conference Committee

Who is ready for NAEO 2021? If you responded "ME!", then we have good news for you! Your dedicated conference committee is hard at work planning your conference! We have chosen our theme and are currently going through our recent survey results to ensure we are providing the best possible content — and in the best possible format — to our membership. You are always welcome to send an email to  conference@naeo.org or marie@answertel.co if you prefer a direct contact. If you have someone in mind who would be able to present on a topic, please share — we are always on the hunt for new speakers. We firmly believe that 2021 will be the year of resiliency and can't wait to see everyone in Atlanta! Don't forget to save the date, March 7-10!

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We Want You

The NAEO Communications Committee is looking for community-minded individuals to join our incredible team. The Communications Committee has accomplished a great deal and we are looking to find more members who can continue bringing fresh ideas and keep the momentum going!

If you have a strong knowledge of social media platforms — we want you! 
If you have a passion for connecting and engaging with others — we want you!
If you have great communication skills and a sense of humor — we want you!
If you are looking to widen your professional circle and enhance your leadership skills — we want you!
If you are looking for a way to become more involved in the fantastic organization that is NAEO — we want you!

Time Commitment

Your time commitment can be as little as 1-2 hours a month! That would include the one hour per month we allot for a conference call as well as volunteering for a task like creating posts for social media or assisting to find content for NewsLinks!

How Can You Join?

Email communications@naeo.org with your interest in joining, and we’ll get you added to the committee listserv/Ryver and see that you are properly welcomed!

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Member Benefit Spotlight:

Exclusive Member Benefits

Errors & Omissions Insurance

NAEO has formed an alliance with U.S. Risk Brokers, Inc., which is a company with expertise in the telecommunications industry, in order to save your business money on insurance costs. The NAEO Program is designed to provide coverage for lawsuits as a result of unintentional errors in telecommunication response services — including defense costs — through national, top-rated insurance companies.

NAEO Relief Fund

The NAEO Board of Directors established the NAEO Relief Fund to support members and employees who have been impacted by natural disaster or sickness.

Since NAEO relies on the generosity of individuals like you, we are asking you to consider a donation to the Relief Fund.

The NAEO Relief Fund can only achieve its goals with the assistance of generous donations from members of our community. Without these donations, serving those in our industry in times of need would not be possible.

Information on donating can be found at https://www.naeo.org/donations/fund.asp?id=16111.

 

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Employee Benefit Issues – Sick Leave and FMLA

Submitted by JoAnn Fussell

Our U.S. members may not be aware of the new Paid Leave laws for sick leave and FMLA leave. This is available to employees who work for a company with 51 to 500 employees. If you have to pay for Sick Leave or FMLA, you get a tax credit for 2020 and have to file a form 7200. Below is the link to the poster you need to have posted for all of your employees to see (again, if you have 51-100 employees).

https://www.dol.gov/sites/dolgov/files/WHD/posters/FFCRA_Poster_WH1422_NON-FEDERAL.PDF


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From the HUG Chair

Submitted by Christina Nowell, HUG Chair

The NAEO‘s Healthcare User Group (HUG) is looking to recruit more members.

The primary objective of the HUG committee is to give healthcare and hospital members a venue to network with others that have the same focus, providing the best care and communication available to patients.

During a one-hour webinar the first Thursday of each month, HUG members discuss how to use their Amtelco systems more efficiently while discovering hidden, under-used, or new exciting features and products to make communication between patients and care givers easier and accurate, while maintaining HIPAA compliance. HUG members discuss industry trends and concerns, and how to best navigate in order to meet new needs. HUG members found the collaboration efforts in discussion with other committee members and Amtelco liaisons during the first months of the COVID-19 pandemic to be supportive and beneficial, because there was an expedited rush to move operators to remote stations, which was not common in the healthcare environment.

The HUG group also offers continuing education in the form of one-hour monthly webinars on various topics and biannual three-day Virtual Series events. Currently there is a major focus on topics relating to EMR integrations, the plethora of ways to utilize Mergecomm, and migration to the Genesis platform.

If your healthcare organization or system is just starting, in the middle, or subject whizzes with any Amtelco product and use cases, we want you (Leaders, Programmers, and Operators) to join our committee today, as no contribution to learning or helping others is too small.

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Helping Employees with COVID-19 Expenses: Tax-Free Disaster Relief Payments

Submitted by JoAnn Fussell

Source: https://www.sidley.com/en/insights/newsupdates/2020/03/helping-employees-with-covid-19-expenses

As the COVID-19 pandemic continues to substantially affect companies and their workforces, employers are considering ways to help employees with the financial burdens that employees and their family members may experience as a result of the pandemic.

Disaster relief payments — permitted under Section 139 of the U.S. Internal Revenue Code (the Code) — offer employers a flexible and potentially tax-free method to reimburse employees for certain qualifying expenses incurred as a result of COVID-19. Specifically, any payments made to employees that satisfy the requirements of Section 139 of the Code are deductible to employers but not subject to federal income or employment taxes. Such payments could, however, remain subject to state and other non-federal taxation.

Although the IRS has not issued guidance specific to COVID-19 as to the types of expenses that may qualify under Section 139, here are some examples of the types of expenses (to the extent reasonable and necessary) that an employer could consider including in a plan or policy adopted in connection with COVID-19:

  • Unreimbursed COVID-19 medical expenses (e.g., copays incurred for COVID-19 treatment or over-the-counter medications used to treat COVID-19);
  • Work-from-home expenses (e.g., costs to create home office, such as purchasing a printer or home phone; increased utility costs on account of the home office; cost of new or expanded internet access);
  • Dependent care expenses (e.g., increased child care or tutoring costs due to school closings; remote learning or home schooling expenses, such as home internet, computer for use by a dependent, educational materials, subscriptions to online educational resources);
  • Increased transportation expenses (e.g., increased commuting costs from lack of access to public transportation);
  • Funeral expenses (e.g., expenses attributed to the funeral of an employee, or their spouse or dependent, who dies from a COVID-19 infection); and
  • Other living expenses on account of an employee’s known exposure to COVID-19 (e.g., cleaning products to sanitize home).

For more information, you can read the full article here:

https://www.sidley.com/en/insights/newsupdates/2020/03/helping-employees-with-covid-19-expenses

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Honoring Michael Goumas

July 22 would have been Michael Goumas’ 52nd birthday — your Board of Directors has been working through ways we can honor his memory and his generosity.

It is the distinct pleasure of the NAEO Board of Directors to announce the Volunteer of the Year award will be renamed “The Michael Goumas Volunteer Award”.

The Michael Goumas Volunteer Award

The NAEO Board believes this sincerely captures the very essence of Michael’s willingness to help any and all who needed.

We continue to reflect on the great memories we shared with Michael and wish him a great heavenly birthday.

Sincerely,
NAEO Board of Directors

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The Spirit of NAEO in a “Call Field”

By Kevin Procter – Extend Communications

My desk phone rang one afternoon in 2010, just a few short months into my career in this industry. I had been trying to figure out a way to transfer call data from one account to another. The unfamiliar voice on my phone patiently gave me step-by-step instructions on how to use a call field in a script. By the end of this call, my problem had been resolved. I taught my IT manager how to use call fields, as well as every other programmer I’ve worked with, and call fields have become an integral part of my day-to-day IS programming.

But who was that person on the other end? I had no idea. He hadn’t told me his name, and I hadn’t asked him. (The dangers of two geeks navigating a social situation.)

In 2014 I was a first-time attendee at the NAEO conference, held in Dallas, Texas. I met many great people during that event, and I came across that same “unfamiliar” voice coming out of the mouth of a guy named Michael Goumas.

Michael was inspirational, not only for his approach to programming, but also for sharing information within NAEO and thereby improving the industry and helping the people in it.

I read of Michael’s recent and sudden passing in disbelief. Although he’s physically no longer with us, the spirit of knowledge-sharing that he demonstrated will continue on through NAEO. I do believe his name will always be within this great organization. Missing you Michael, and thinking of you every time I use a call field.

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Save the Date for Our 2021 NAEO Conference

March 8-10, 2021 at the Omni Hotel in Battery Atlanta

2021 NAEO Conference Logo

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In Case You Missed It

From the NAEO Facebook Page

It is with great pleasure that I announce the winner (and now two-time Champion) of our Summer Walk off Challenge.

Congratulations to Team Answer United on their stunning victory. Their mighty team of 5 averaged an amazing 83,398 steps per person across the 7 day challenge.

Way to go, Answer United!

Congratulations Answer United


Lessons from the List

Submitted by NAEO Communications Committee

One of the greatest benefits of a NAEO membership is access to our listserv & Ryver and the quick feedback we are able to receive on topics — tech and otherwise! Recently, one of our members wanted to share their experience of cutting over to Genesis. Here is the thread from Ryver, in case you missed it.

 

Hailey Ratliff

Good Morning Ryver. We cut to Genesis last Wednesday and have come across quite a few software issues that I would like to share with everyone.

  1. If you are using the send email and fax in the same send messages schedule, that is broken in 5.4. None of those scheduled reports will reschedule once they have run one time.
  2. The EZ Waits in IS is not stable. You will have to use the dashboard widgets in MiTeam Web for your monitor.
  3. If you put a caller on hold in soft agent and then hit your "done" or "call complete" button, your caller will be dumped in to voice mail, you will be disconnected from the call and it does not record on the logger.
  4. If you use the MDR Call Detail report for scheduling software like TAS Scheduler, the IS and Genesis Call Detail report do not match that at all.
  5. Client Shared fields cannot be created or edited in 5.4
  6. If you use specials in Telephone Agent, you will have to hand copy them over in to Soft Agent. None of that transfers over.
  7. If you rely on your message history, you will not want to use sandbox as your dial out from your messages. If you need to call a caller back and patch them to an on call, you are going to want to create an outbound dial button on your dispatch screen so that you can capture that in your message history.
  8. If you use TAS Biller, you will have to get the 240 field custom report from Amtelco or your billing will not match, at all.

Andrea Martin

  1. DO NOT USE THE ACD SKILL GROUP "GENERAL". The one that comes with the system you can't edit the name of? Leave it alone!! It will OVERRIDE ALL OTHER SKILL GROUPS. So that anything assigned to that will drop to everyone regardless of what their skill group assignments are!! Make another skill group to be your 'general' group and save the preset General to be your last line of defense for catching calls that would go nowhere otherwise.

Hailey Ratliff

You are correct Andrea! I forgot to add that to the list, it was a nightmare!!!

Andrea Martin

  1. This one might be more common sense to some people but it wasn't for us. For the source ID or auto-attendant or really anything involving phone numbers that Genesis 'looks' at—do not use dashes. They need to be just straight numbers with nothing between them. Bear in mind that the IS Supervisor won't even tell you not to do this. It doesn't say it's invalid character or anything so you have nothing but common sense to stop you.

Hailey Ratliff

  1. When you cut to Genesis, you will have to have your send to dispatcher go from an Infinity Command to an IS ACD command and you will have to create a Dispatcher Skill in the system settings. We are hosted so Amtelco ran a power shell script for us the morning we cut to get this done quickly.

Jaimie Guidry

they are supposed to be creating something like this that all services can utilize. We will need that run before we can cut over also.

Jamie Blythe

I'm so glad that they created a script to do this because when we cut over we had to update every account's dispatching manually. It took the two of us who program 2-3 weeks.

Andrea Martin

That power shell script only works for 5.4 in case there are any more 5.3 holdouts like we are!

Hailey Ratliff said:

    1. When you cut to Genesis, you will have to have your send to dispatcher go from an Infinity Command to an IS ACD command and you will have to create a Dispatcher Skill in the system settings. We are hosted so Amtelco ran a power shell script for us the morning we cut to get this done quickly.

Hailey Ratliff

We were given an updated Soft Agent yesterday .48 and I'm happy to report that so far we have not dumped any callers in to VM.

Hailey Ratliff

Something we forgot when we cut, that we are having to go back in to fix, is the contact dispatch. When you cut to Genesis, make sure you take care of this guy as well.

 

Jaimie Guidry

loving this thread. you guys are pioneering the way. Thank you so much for sharing your experiences!

Hailey Ratliff

Amtelco did not build "client status" in to Genesis. It is possible to build your own as we did.

client status image

 

Jaimie Guidry

i've built my own as well.

Hailey Ratliff

If you use distribution groups in Telephone Agent AND used the hold and park to waits function, you do not want to use that function in Genesis/Soft Agent. It only allows you to park to "General", meaning that anyone in any distribution group will get that call. Definitely not a good idea.

You will want to use the "Park to Skill Group" function instead. Meaning that the agent will have to park the call to the skill group that account belongs to.

To ensure that the agent would know what skill group the call belongs to, we created a stored procedure and text box so that it would pull from the Genesis>Call Handling>ACD Skill:

 

Gerald R. Brosseau, II

So you cannot hold and park?

In other words, we are forced to use auto to answer and cue them in waits until the next available operator? I have certain accounts that we strive to always answer live, regardless... so this isn’t good news.

Jaimie Guidry

i thought that was taken care of !?!? We are a multi call environment. Must have hold and park

Hailey Ratliff

You can hold and park, but, if you are using distribution groups, you will have to park that call out to the same distribution group that it belongs to.

Hailey Ratliff

It's my understanding that someone needed "general" so we're all stuck with that never ending nightmare.

Jaimie Guidry

oh no, that will not do. i want to hold and park into personal waits so the call goes back to the same op. not to a new one in the distribution group.

Hailey Ratliff

Quite frankly, I think the whole thing is a disaster the way they have it. Telephone Agent was old, yes, but it had some fabulous features that they should have maintained.

Jacque Ormsbee

I have found that using hold and park deletes any information I have already entered unless I am already at dispatching stage. I quit using hold and park because of this.

Jacque Ormsbee

How did you do this?

Hailey Ratliff said:
Amtelco did not build "client status" in to Genesis. It is possible to build your own as we did.

Dawn Newborn-Cook

We have been genesis for almost 2 years and I love it.

We hold park A LOT. If you know me you know this is true.

I keep my scripts simple so rarely ever lose a message.

Andrea Martin

Personally we just made a contact named "Office" in every directory, with some statuses that are meant to be used with it, and our scripting revolves around checking the contact status of the office contact.

Jacque Ormsbee said:
How did you do this?

Hailey Ratliff said:
Amtelco did not build "client status" in to Genesis. It is possible to build your own as we did.

Hailey Ratliff

We created a stored procedure that would pull this in to each script and then built around that:

Jacque Ormsbee said:
How did you do this?

Hailey Ratliff said:
Amtelco did not build "client status" in to Genesis. It is possible to build your own as we did.

Hailey Ratliff

I had a 3 hour meeting with Kevin Beale yesterday afternoon and a team from Amtelco. We addressed a lot of the issues we are having with the software and they came to the table with some pretty interesting solutions. I'm looking forward to implementing them and will keep you posted.

J. Walker

We implemented an optional expire field and wrote that to the database. Upon script launch, we check if that expire has passed, and if so, write a default status into the database. The stored procedure has a optional expire parameter, if you're familiar.

Jacque Ormsbee said:
How did you do this?

Hailey Ratliff said:
Amtelco did not build "client status" in to Genesis. It is possible to build your own as we did.

J. Walker

Also, I'm thinking of having the ability to set a default status field that is client specific so each client can have a different default status, at some point when I get time.

Jacque Ormsbee said:
How did you do this?

Hailey Ratliff said:
Amtelco did not build "client status" in to Genesis. It is possible to build your own as we did.

Jaimie Guidry

my process has the same.

J. Walker said:
We implemented an optional expire field and wrote that to the database. Upon script launch, we check if that expire has passed, and if so, write a default status into the database. The stored procedure has a optional expire parameter, if you're familiar.

Jacque Ormsbee said:
How did you do this?

Hailey Ratliff said:
Amtelco did not build "client status" in to Genesis. It is possible to build your own as we did.




This is one of NAEO’s great strengths – the willingness of its members to share and help each other. Remember the next time you face a challenge, need some guidance or would like a recommendation, simply post your question to the Listserv and/or Ryver - problem solved!

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Take Your Break

Source: https://www.workplacestrategiesformentalhealth.com/

Stairway/Activity Challenge

ENERGIZING

Energizing activities get you ready to tackle the rest of your day after a break. Use these break activities to improve focus and keep yourself productive.

Place a pencil and paper at the top of each floor in the stairway. Challenge team members to put their name on the list each time they pass or go to a different floor. The person who used the stairway most frequently would be recognized either through a staff bulletin or a prize. For those who cannot use the stairs, provide an alternate activity that counts for them.

WHY THIS COUNTS

Paying attention to our energy levels at work is important because it impacts our ability to stay focused, productive and positive.

Create a wall of gratitude

CALMING

Calming activities can help release stress and help to refocus your attention so that you can really work on tasks at hand. Use these prompts as a starting point to have a more calming break.

HOW TO TAKE THIS BREAK

Put up a message board where people can add a note about what they are grateful for with respect to someone in your workplace.

WHY THIS COUNTS

People who take time every day to think about the things they are grateful for may be generally happier overall.

Take a walk in nature even if you’re in the city!

RELAXING

Incorporating relaxation into the day can drastically reduce stress levels. Not only does it improve physical and mental capacities, but it makes you feel good. Try these relaxing breaks with your coworkers or on your own.

HOW TO TAKE THIS BREAK

This activity can be used during breaks at meetings or in group settings and features a nature slide show with a narrator speaking or just the narrator speaking and employees visualizing what the narrator says. As the narrator leads the employee(s) on the walk, the slide would change (e.g., a hill to climb, a river to cross using a bridge or pointing to skydivers in the sky). At the end of the "walk," stretching is encouraged.

WHY THIS COUNTS

By incorporating relaxation into your day, you can drastically reduce stress levels in the body, and improve both your physical and mental health.

 

Go to Workplace Strategies for Mental Health for more ideas, tools and resources to help with the prevention, intervention and management of workplace mental health issues.

Take Your Break activities should be approved by your employer/leader prior to initiating them. Take Your Break activities are provided for general information only and are not intended to be a substitute for medical advice. Always consult your physician or appropriate health care provider with respect to your particular circumstances.

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Protecting Your Employees from Coronavirus

Submitted by JoAnn Fussell, CPA, Voice Link of Columbus, Inc.

With the pandemic hitting all of us around the world, employers are now responsible to protect their employees from the coronavirus. We are now required to come up with policies if we are reopening our offices or we still have employees coming into the office. We must determine how to make the workplace safe and document safety efforts. We also must plan for reclosing in the future. U.S. employers are now required to have DOL posters in your office about coronavirus safety. I will show you what I have posted in my office later in this article. So, let us start with company policy.

Important items to have in your Coronavirus company policy.

1. Start with what the employee will find in the new policy.

Example:
In this Coronavirus (COVID-19) company policy, you will find all the essential guidelines employees should follow during the coronavirus outbreak and temporary alterations of existing sick leave and work from home policies

2. Your next section should be the Policy brief & purpose.

This section should state how important it is for your staff to take responsibility and that you will treat their private health and personal data as confidential.

Example:
This company policy includes the measures we are actively taking to mitigate the spread of coronavirus. You are kindly requested to follow all these rules diligently, to sustain a healthy and safe workplace in this unique environment. It’s important that we all respond responsibly and transparently to these health precautions. We assure you that we will always treat your private health and personal data with high confidentiality and sensitivity.

3. Make sure you have a statement that this policy is subject to change, and state how you will notify employees of the changes.

Example:
This coronavirus (COVID-19) company policy is subject to changes with the introduction of additional governmental guidelines. If so, we will update you as soon as possible by email.

4. The Scope section should mention who this policy pertains to.

Example:
This coronavirus policy applies to all of our employees who physically work in our office(s). We strongly recommend that our remote working personnel read through this action plan as well, to ensure we collectively and uniformly respond to this challenge.

5. Under the next section called Policy Elements, you will outline all the required actions employees should take to protect themselves and co-workers from the coronavirus infection.

Here, we outline the required actions employees should take to protect themselves and their co-workers from a potential coronavirus infection.

The four sections below tell my employees what they need to do under each category. I list more things under each section that is required of my employees, but I will provide you with one from each section to give you some examples so you can get started with your policy.

Example:
Sick leave arrangements:

  • If you have cold symptoms, such as cough/sneezing/fever, or feel poorly, request sick leave, or work from home.

Work from home requests:

  • If you have recently returned from areas with a high number of COVID-19 cases (based on CDC announcements), we’ll ask you to work from home for 14 calendar days and return to the office only if you are fully asymptomatic. You will also be asked not to come into physical contact with any colleagues during this time.

Traveling/commuting measures:

  • All work trips and events — both domestic and international — are canceled/postponed until further notice.

  • If you are planning to travel voluntarily to a high-risk country with increased COVID-19 cases, we’ll ask you to work from home for 14 calendar days. You will also be asked not to come into physical contact with any colleagues during this time.

General hygiene rules:

  • Wash your hands after using the toilet, before eating, and if you cough/sneeze into your hands (follow the 20-second hand-washing rule). You can also use the sanitizers you’ll find around the office.

Below is the poster I made for our office. I mentioned at the beginning of this article that DOL now requires employers to post actions they are taking around the office. Please go to the DOL in your state and get your requirements.

Disclaimer: This policy template is meant to provide general guidelines and should be used as a reference. It may not consider all relevant local, state, or federal laws and is not a legal document.

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Working from Home BINGO

 

working from home BINGO

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Association Station

CAM-X

Respectfully submitted by Linda Osip, Executive Director

Convention Update:

Virtual Convention 2020

Respectfully submitted by Brad French, Convention Chair

Progress for this year’s virtual convention is coming along very well. We have an incredible agenda lined up, with cannot-miss topics such as:

  • Motivating a remote workforce
  • Operator bonus plans, driving results
  • Sales and marketing
  • AI and practical uses in the answering service environment
  • Virtual networking
  • Award of Excellence and awards presentations

In these unprecedented times, this is one convention you will not want to miss. Our convention will be held October 1 and 2, with 3 to 4 hours of programming per day.

The price point and the ease of sending people virtually will make it an incredible learning experience for more of your team than ever before. Start planning your team's schedule now so that they can be available for these two days of sessions.

I look forward to seeing you all in October, even if it is virtual!

For details and registration information: https://www.camx.ca/2020-conference

COACH U Update:

We are holding a Virtual COACH U for 2020 September 17 & 18

Program to include:

  • Networking Breakout rooms with a wide variety of timely topics
  • Gamification
  • Online Learning Platforms

All sessions will be interactive with a focus on learning while attending.

For details and registration information: https://www.camx.ca/copy-of-coach-u

All Webinar recordings are available through the CAM-X office.

Please email linda@camx.ca for recordings of these sessions

Recent Webinars:

Remote Agent Series, Mental Health Series, Coping Skills, The Employee Experience


Pre Employment Testing Demo Available
Contact linda@camx.ca for instructions

Show your staff they are worthy: 
CSR and Supervisor Certification

CAM-X certified logos


ASTAA

Our association is dedicated to the education and promotion of industry best practices.​​ We are primarily made up of members from telephone answering services in the Atlantic and New England States but we welcome anyone to join our association.

Events:

2020 ASTAA Conference
October 11-13, 2020
DoubleTree by Hilton | Lancaster, PA 

2021 Sales Symposium
August 11-12, 2021
Ameristar Casino Resort ~ St Charles | St Louis, MO

Visit www.astaa.org for more info as it becomes available

​Through Business Calls, ASTAA is offering a client newsletter for your business. It's a perfect way to 'touch' your clients monthly. For more information, please visit our website.

Atlantic States Telephone Answering Association - ASTAA | PO BOX 356 Alton, IL 62002
Executive Director - Maryellen Pruitt | 618-696-8174 | Pruitt1295@gmail.com


TUNe

Telecommunications Users Network, Inc. ("TUNe") is an association of Telescan equipment users sharing, exchanging and profiting from innovative ideas.

Event:

2021 TUNe Conference
April 18-20, 2021
Holiday Inn Nashville - Vanderbilt   | Nashville, TN

Visit www.tunegroup.org for more info

TUNe sells customized keyboard stickers for Telescan Users

Telecommunications Users Network- TUNe | PO BOX 356 Alton, IL 62002
Executive Director - Maryellen Pruitt | 618-696-8174 | Pruitt1295@gmail.com


GLTSA

Striving to provide quality education materials & networking opportunities to our members within the
Great Lakes Region.

Events:

2020 GLTSA Conference
**Canceled**
September 20-22, 2020
Crowne Plaza ~ Downtown | Columbus, OH

2021 GLTSA Conference
September 19-21, 2021
Crowne Plaza ~ Downtown | Columbus, OH

Visit www.gltsa.org for more information

Great Lakes Teleservices Association - GLTSA | PO BOX 356 Alton, IL 62002
Executive Director - Maryellen Pruitt | 618-696-8174 | Pruitt1295@gmail.com 


GLTSA

WSTA Hosts: Avoiding Caller Chaos - an Interactive Webinar Series presented by Marla Davis

Recovering from 2020… getting your people back on track. Help your supervisors create and maintain a team you can rely on. The Caller Chaos webinar series can give tools for your supervisors and managers to have the ‘perfect crew’ not the ‘perfect storm’.

The Caller Chaos: Not reinventing the wheel, giving it new spokes. An interactive webinar series for your supervisors, managers and/or Leads; Giving and sharing ideas on recruitment, interviewing, integration of new hires, keeping the communication in your office flowing, and so much more!

Each 90 min session starts at 2p Eastern, 1p Central, 11a Pacific Time - includes 10 min break

Days 1 and 2 - August 25 & 27 

  • Day 1: Recruitment, Interview, Integration of the new hire(s) compounded by Covid-19
  • Day 2: Training, Maintaining, and letting go (seeing the signs and not ignoring them).

 Days 3 and 4 - Sept 15 & 17

  • Day 3 Defining of caller types, the best way to handle them
  • Day 4 When you have employees that are your caller types

 Day 5 and 6 - October 13 & 15 

  • Day 5 Communication Business, when communication stops in your center
  • Day 6 Motivation, having the “perfect crew” instead of the perfect storm

Marla Davis
Register Now!

Marla Davis - 

WSTA President and Co-Owner of MedconnectUSA, an award winning answering service specializing in medical clients. The company was formed in 1991 and has successfully served doctors and patients, hospitals and hospice nurses. Along with building their company, Marla and her husband Kurt have successfully raised 6 children. 

 

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WEBINAR SPOTLIGHT

Webinars and the Webinar Archive

NAEO webinars are presented frequently and focus on hot topics throughout our industry. Showcasing a balanced approach towards Operational, Technical, and Managerial content, each presentation is made by a member of NAEO or guest speaker, lasting about one hour. Offering rich opportunities for interaction and a plethora of takeaway information, our webinars are certainly a first-class member benefit. With a schedule as dynamic as our membership, it is always best to check our calendar for accurate and timely updates!

Past webinars are also available to members in the Resource Center of the NAEO website.

 

View Upcoming & Archived Webinars

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Amtelco Annex

All rights reserved © March 2020 Contact: insider@amtelco.com 

IS Supervisor System Schedule Filters

Author David Drenk

Amtelco Webinar Spotlight

The Link between miSecureMessages and miTeamWeb

Date: Tuesday, August 11, 2020
Time: 1:00 PM CDT
Description: Join Amtelco staff as they discuss linking miSecureMessages and miTeamWeb together.

Register Now for these Informative Webinars!

 

For more information email webinars@amtelco.com


Amtelco Employee Spotlight:

Susan Kirkpatrick - Implementation Specialist, Customer Care Department


Susan Kirkpatrick

Susan Kirkpatrick, a fixture at Amtelco since 1998, retired in May — ending 22 years of service to Amtelco and its customers. If you received training from Amtelco during the past 20 years or so, chances are pretty good that Susan has helped in that endeavor.

Susan has been involved in the call center industry for more than 35 years. Her career started as an operator for a service in Pennsylvania using AT&T cordboards. Susan's responsibilities kept pace as the technology changed from Mitey Mites to Direct Inward Dialing (DID). She became a manager, and then an area manager, within that company. Susan's former employer used all Amtelco-developed equipment over the years.

Her career with Amtelco began in January 1998 as a trainer, and then she was promoted to implementation specialists manager a few years later. In conjunction with the training team, she covered all phases of Infinity and Intelligent Series (IS) training, whether on site or online. Susan has also given in-person Intelligent Series training workshops at many National Amtelco Equipment Owners (NAEO) conferences.

Susan believes changing technology has put a new face on a traditional industry. When Amtelco was founded in 1976, the company sold mostly hardware solutions. As technology advanced, communication became more software-based. Susan served in the Customer Care Department to educate customers after they implemented Amtelco software in their call centers.

In her retirement, Susan looks forward to an extended camping trip out West, writing the next mystery novel bestseller, watching her favorite Pittsburgh Steelers play, and taking a cooking class with Bobby Flay.


Automated Notifications of Workflow Progress

This month, Amtelco is launching automatic notifications of workflow changes for reported defects and features requests. This method of keeping customers informed of the progress of items they have reported or requested has been developed in response to meetings with the NAEO Board of Directors and the desire to help our customers stay informed of the work that is being done to improve Amtelco products.

When reporting a defect or requesting a feature, you will be able to provide your e-mail address to receive an automatic e-mail notification each time the item moves to a new step of the development workflow. Typical workflow steps for defects include Defect Found, Being Fixed, Ready for Build, Production Testing, Field Service Testing, Beta Testing, and Ready for Release. Typical workflow steps for features include Feature Requested, Reviewed, Approved, In Development, Ready for Build, Production Testing, Field Service Testing, Beta Testing, and Ready for Release.

These automated notifications will provide another level of communication in Amtelco’s Five-Star Customer Service.

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Updates from Amtelco

Highlighting Upcoming Events Calendar:
https://support.amtelco.com/calendar

If the recording is available, you can access the direct link through the calendar pages or by visiting the Amtelco-hosted Webinar's home page:
https://service.amtelco.com/traininglibrary/webinarseries.html

Updated software for IS 5.4 (IS Sup and SA):
https://support.amtelco.com/current-versions/current-versions-home

Highlight our wish list "Innovation Machine":
https://support.amtelco.com/innovation-machine

Highlight our recently updated MSM app videos: 
Apple: https://vimeo.com/showcase/6808448
Android: https://vimeo.com/showcase/6808450

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