NAEO Newslinks

October 2019



















Be Inspired

Snack Sized News

Member Benefit Spotlight

Featured Articles

A Note from the Executive Director

In Case You Missed It


Are You Ready for REAL ID?

NAEO Events

Save the Date for #NAEO2020

Association Station





Webinar Spotlight

View Upcoming & Archived Webinars

Amtelco Annex

Filter OnCall Schedules by Client Account

Amtelco Webinar Spotlight

Amtelco Employee Spotlight: Tiffany Robinson

Be Inspired

By Gary Blair

“The farther we've gotten from the magic and mystery of our past, the more we've come to need Halloween."

– Paula Curan

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Conference Committee:

Your Conference Committee is all about the schedule this month. We are looking at the #NAEO2020 venue layout, feedback from previous years, and survey suggestions in order to make the most streamlined conference schedule yet.  Thanks to our tireless volunteers and the incredible ideas shared by our membership, we are proud to announce that we have locked in some great fresh topics for this year's event! Whether you're on an Operational, Owner/Managerial, or Technical track -- you will not be disappointed in the diverse and relevant content we will be providing. Next up? Speaker Confirmations. Do you know someone that has a passion for our industry and a wealth of knowledge to share? Please send your presenter recommendations to

Professional Development Committee:

The NAEO Professional Development Committee (PDC) is seeking new recruits to join our incredible team. The Professional Development Committee’s mission is to provide quality educational experiences for the members and to collaborate with NAEO leaders and Amtelco staff to create educational content that NAEO member employees will be able to use to improve their skills and proficiency with Amtelco Systems. We have grown and accomplished a great deal and are excited to keep the momentum going!

The PDC is responsible for:

  • Webinars
  • In-Person Workshops (Summer Series & pre-conference Advanced Technical Workshop)
  • Creating How-To videos eLearning content for NAEO’s Professional Development Library

If you have knowledge of Legacy Infinity — we want you on our team! 
If you have knowledge of IS — we want you on our team!  
If you have knowledge of Amtelco peripherals — we want you on our team! 
If you have strong communication skills and a passion for teaching — we want you on our team! 
If you are looking for a way to become more involved in the fantastic organization that is NAEO — we want you on our team! 

What are we up to? The PDC committee is preparing to roll out the next phases of the Infinity Supervisor & IS Training videos for the Professional Development Library.

Time Commitment: Your time commitment can be as little as 2 hours a month! That would include the one hour per month we allot for a conference call and volunteering for at least one task like create a video or host a webinar!

How Can you join? Email with your interest in joining, and we’ll get you added to the committee list serve and see that you are properly welcomed.

Communications Committee:

September was a busy month for the Communications Committee. With our social presence growing daily, our need for better a photo storage, identification, and organization system has become a hot topic of conversation. We are also looking at Social Media Management platforms for cost effective (free) solutions that will allow us to cross post content with ease. We have a lot of great ideas for upcoming posts, so if you are not already a part of our online community, why not give us a like and a follow so you never miss out! Our goal of having Newslinks arrive in your inbox the first week of each month has been achieved; and our hunt for quality content continues. (As does our desire to recruit new contributing authors... Cough Cough, Hint Hint!) Please feel free to send any suggestions our way, or even better – join in on the fun. We’d love to hear from you.

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Member Benefit Spotlight:

Errors & Omissions Insurance

Exclusive Member Benefits

NAEO has formed an alliance with U.S. Risk Brokers, Inc., 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.


Do you have an exceptional employee that you would love to send to a NAEO conference or workshop, but it just isn’t in the budget? NAEO offers 2 scholarships to the membership: The Williams and Eleanor Curtain Scholarship and the Christina Collins Scholarship.

For More Information and Applications, visit the NAEO Scholarship Page or Contact

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A Note from the Executive Director

Gigi Sutton, MBA

Over the past two years as NAEO Executive Director, one thing stands out above and beyond all else, is dedication. I am honored to be in such a committed community of volunteers and members. I have a deep appreciation for dedicated and hardworking volunteers. Having worked in the association world, I know that there is no greater reward than the opportunity to work with passionate volunteers in an outstanding organization.

The NAEO Board will be meeting for the fall board meeting next month at the site of next year’s Annual Conference: the Sheraton New Orleans Hotel, New Orleans, Louisiana.  We hope you have the dates March 15-18 marked on your calendar with a great big exclamation point behind it! The conference is a wonderful place to learn, connect with industry friends, share common and unique challenges and solutions and have some fun. If you have been, you certainly don’t need to be “sold” on why you should attend. If you have not, I strongly encourage it and invite you to experience it for yourself.

Things are in motion for NAEO and we are gearing up for elections. I encourage you to consider submitting an application for a position on the NAEO Board of Directors. It gives you an opportunity to build valuable networks and relationships, support initiatives that resonate with you, and grow as leader through experience. Please keep an eye out for an email from NAEO Headquarters with an announcement for a call for nominations.

On behalf of the NAEO team, we thank you for your dedication and willingness to serve this wonderful organization and we look forward to the great things ahead.


Gigi Sutton, MBA
NAEO Executive Director

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In Case You Missed It

Breaking NewsBreaking News from the AMTELCO 1Call Conference:

The new TechHelper website is up and running with a shiny new search function!

Check out support (your login credentials are the same)

If your credentials aren't working, just let Amtelco know and they will get it fixed for you!

Lessons from the List

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! A few weeks ago, one of our members was looking for feedback and recommendations on how to carry out carpet cleaning in their operations centre with as little disruption as possible. Here is the thread, at a glance.

Garry Blair (i24 Call Management Solutions): “In all my years in the business, I don’t think I’ve ever seen this question circulated on a list serve.  Not that I’m looking for a prize. :)

We renovated our offices a few years ago from floor to ceiling, including new carpeting, well, carpet tiles actually. 

For a while we were getting away with some spot cleaning for individual stains but it’s now time for a thorough cleaning. 

There never seems to be a quiet period in our center anymore (including over nights) and the machines used to do this work are pretty loud. 

Has anyone found a really imaginative way to carry out carpet cleaning that is least disruptive to their operation?”

Marie McGuire (AnswerTel):“Are you able to move the staff to other parts of the building using laptops or other stations during this time?  Or remote agents? 

We had new carpet installed and that’s what we did for the few hours it took to get the furniture out, carpet installed and workstations reinstalled.”

Lainya Hohn (Bennett Answering Service): “I’m not sure if you have remote operators or not.  We have five, so we scheduled them in the morning and then I had an empty room or just one or two operators.  The company we use to clean our carpet and carpeted walls use very quiet equipment, even when they use the encapsulation process.  Just an idea.”

Jaimie Guidry (Dexcomm): “Same. We relocate to other offices. We have our training room that has a decent amount of stations and that is where most relocate.”

Jamie Hay (BearCom Canada): “We do the same. Our ops "take over" our admin offices where the doors can be closed and a little quiet can be afforded. Pro tip: Buy a box of slip on booties (shower caps for the feet), so after the carpets are cleaned - everyone can go back to their desks, but your carpets are protected while drying. :)”

Deborah Anders (The Legacy Connection): “Well everyone beat me to the best answers (remotes & other offices is what we do as well) so I will just say ditto…lol”

Jennifer Huddleston (The Legacy Connection): “Good idea about the booties Jamie!”

Laurie Blow (Advanced Answering Center): “I assume you use an outside carpet cleaning company.  We have used one that has all of the equipment inside their van.  They only bring the hoses and vacuum pieces into the building.  It is much quieter than fully portable units.  It may be worth checking on.

On a side note, we are also on a second story and a distance from the parking lot.  Our vendor is still able to accommodate for this.”

Garry Blair (i24 Call Management Solutions) “Hi ladies, emphasis on the ladies. :) All terrific ideas.  Will combine them and get this done! Merci beaucoup, emphasis on the French! :)”

Robin Baily (The Legacy Connection): “I am amazed at how quickly the cleaners work. Good luck with the project. “

Cindy Roth (Absent Answer): “Tile. I had the same problem at my old building so when I bought my own I went with tile.”

This is one of NAEO’s great strengths – the willingness of its members to share and help each other. Gary Blair asked a question and quickly received several great responses with people’s recommendation and experience! 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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Gary Blair

MarathonWhat running has taught me about perseverance.

See Gary run.

It was the eighties. I was in my twenties. I was overweight.

I am the progeny of a very athletic couple. My mother was an Olympic Torch runner at the Montreal 1976 games. My father, all ve foot six of him, won the Quebec Hurdles Championship at sixteen.

They were both competitive. I wanted to connect with them by sharing their passion for sports. I was also motivated by my wish to lose my “baby fat.”

So I started running. Well, I actually started walking then gradually progressed to a jog, then to a full run. I was running everyday within a year and I dropped sixty pounds on the track. (They still may be there.)

marathonAfter my second year, I moved from the track to the streets. I was ready to tackle a full marathon.

I wasn’t sure I could run the full 42 kilometers (26.2 miles). But I heeded expert advice and paced myself during the early part of the run to conserve my energy for when it mattered most. It worked!

To my relief and to the confusion of runners who were in front of me for most of the time, I sailed past them and crossed my rst nish line. I won my condence that day and found my sport! (...and lost four toenails due to bruising.)

In September 1985, I ran my best time ever in the Marathon internationale de Montréal. I crossed the nish line in just 3 hours and 43 seconds. 43 seconds behind my goal of 3 hours. To put this in perspective, the best ever professional time was 2:03:38. I was just an hour behind the best professional marathon runner in the world.

This motivated me more than ever to improve and take things up a notch.

I realized my dream the following year when I was accepted to run in the New York City Marathon. With a route covering all ve boroughs, and with only 25,000 runner placements, the New York City run beats its Boston rival by a mile for the most fun! It had taken me ve years of persistence to make the cut. I was so determined to break my goal of running it in 3 hours, I supercharged my training.

marathonWhat I did for love.

I didn’t make it to the NYC marathon.

A right knee cartilage injury just two months before the race pulled the rug from under me and broke my heart.

To suddenly lose my ability to pursue my dream was a loss on the level of losing a limb or a loved one. It was such a part of my identity, without it, who was I? I went through the 5 stages of grief: Denial, Anger, Depression, Bargaining and Acceptance.

It took years before I could watch runners doing what I had invested so much heart into. With time, I’m able to watch and experience their run vicariously. I can appreciate the sacrices they made to get there as I can my own that took me so far. And I remember those years with great pride and fondness for the very special bond they created between me and my parents.

I may not have gotten my NYC Marathon medal, but I got something in return that will never tarnish, my condence. I can do anything I put my mind to. My body on the other hand... 🙂

marathonMarathon Trivia

The rst marathon is said to come from the legend of Pheidippides, a Greek soldier who ran from the Battle of Marathon to Athens to report the battleeld victory over the Persians. It’s said that he ran the

entire distance without stopping and burst into the assembly exclaiming victory just before collapsing and dying.

The marathon was one of the original modern Olympic events held at the rst Summer Olympic Games in Athens Greece in 1896. The distance did not become standardized until 1921. Each year there are over 800 marathons run world-wide.


Of the top marathon athletes of all time, three are from Kenya and two from Ethiopia. While the marathon originated in Greece and the rst Olympic marathon won by a Greek. Spyridon Louis, the laurels have since been passed on to many Kenyans and Ethiopians.

Did you know that the oldest marathoner, Fauja Singh? He was 100 years old when he ran his last marathon in 2013. The youngest marathoner, Budhia Singh, was reportedly just 3 and a half years old. Had I known how much I would enjoy it, I too would have started out much younger. Not that young, though.

It takes discipline and perseverance to be successful, be it in a marathon or in your own life.

This is this month’s theme.

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Are You Ready for REAL ID?

Rob Bennett

As we prepare to travel domestically within the United States in 2020, it should be noted that a change is coming that will affect the way we get through an airport security checkpoint.  It’s called the REAL ID.  Congress passed the REAL ID Act in 2005 in the wake of the terrorist attacks on September 11th to establish minimum security standards for state-issued driver’s licenses and identification cards. This effort is aimed at eliminating airline terrorism by increasing the requirements needed to obtain documents granting access to domestic planes.

Up until now, we have been able to get through TSA checkpoints by using our state-issued driver’s license.  While we will still be able to use our state-issued driver’s licenses in 2020, adult passengers over the age of 18 must show an “enhanced” ID.  Enhanced driver’s licenses or REAL ID will be denoted by a gold or black star in the upper right-hand corner of your license.

To obtain a REAL ID, you must go to your local DMV or Secretary of State and renew your license.  However, in order to do so you must provide two additional forms of documentation, such as a passport or a birth certificate to prove your identity.  If you have recently renewed your license and you do not have the star on your license, you will need to renew it again to receive the REAL ID star. 

Do I need a REAL ID?

Yes (if):

  • I want to fly with my state-issued ID
  • I don’t have a passport or another TSA-approved ID
  • I need to visit a secure federal facility, such as a military base or nuclear facility.

No (if):

  • I am under 18
  • I only need my ID for purposes of identification
  • I don’t mind bringing a TSA-approved ID, such as a passport, when flying commencing October 1, 2020.

As of today, most states are in compliance and have begun to issue REAL IDs.  The remaining States have been granted extensions and should be in compliance by October 2020. 

To learn more about the REAL ID, please visit the following links:

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Save the Date for #NAEO2020

NAEO 2020

Get Ready for NOLA: How warm is New Orleans in March? weather

Temperatures in March begin to climb higher and the month is jam packed with things to do. The average temperature reaches a high of 22°C (that's about 72°F) during the day and reach down to around 13°C (about 55°F).

We Love Crawfish! crawfish

Some folks call 'em crayfish, crawdads, or mudbugs, but here in Louisiana they are simply CRAWFISH, whether they are basin crawfish, spillway crawfish, or pond crawfish.

We've been catching crawfish all our life and love the Louisiana and Gulf Coast tradition of a long, leisurely crawfish boil in spring!

Crawfish are freshwater crustaceans. Louisiana has more than thirty different species of crawfish, but only two species are commercially important to the industry: the red swamp crawfish and the white river crawfish.
Crawfish are healthy food. They are an excellent source of high-quality protein, low in calories, fat and saturated fat, and a good source of vitamins.

Crawfish season varies from one year to the next, based on how cold (or mild) the weather was during the Gulf Coast winter. It also depends on the amount of rain, and the water levels in the swamps and bayous.

Generally, the crawfish season in Louisiana runs from mid-January through early-July for crawfish caught in the wild, with the peak months being March, April and May. Crawfish from farms are available over a longer period of the year.

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Association Station


Submitted by Linda Osip

Show your staff they are worthy: CSR and Supervisor Certification

The Award Committee ​

  • At our meeting last week we finalized our focus group questions
  • We are currently dividing up the membership for committee members to make calls
  • Calls should get started before the end of the month
  • Find out more about AOE Plus - contact Linda
Pre Employment Testing Demo Available

Contact for instructions.

For more information on what’s happening with CAM-X, check out their September newsletter.

Canadian Call Management Association - CAM-X


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.


2019 ASTAA Conference

October 8-10, 2019
Gettysburg Hotel
Gettysburg, PA 

2020 ASTAA Conference

October 11-13, 2020
DoubleTree by Hilton
Lancaster, PA 

Visit for more info.

​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 | 


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


2020 TUNe Conference

April 19-22, 2020
Holiday Inn Nashville - Vanderbilt  
Nashville, TN


Visit 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 | 


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


2019 GLTSA Conference

October 20-22, 2019
Hilton Garden Inn Downtown
Detroit, MI


Visit for more information

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

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NAEO webinars are frequent webcasts focused 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 © June 2018 Contact: 

Filter OnCall Schedules by Client Account

Submitted by David Drenk, Amtelco

Amtelco Webinar Spotlight

miSecure Messages: Maintaining miSecureMessages from the Admin Web 

Date: Tuesday, October 8, 2019  
Time: 1:00 p.m. CDT
Description: Amtelco's Implementation Specialist, Marcus Seaton, will demo the Agent access to show how you can have co-users maintain their system via the Admin Web.

Infinity and Soft Agent Status LIghts 

Date: Wednesday, October 9, 2019   
Time: 1:00 p.m. CDT  
Description: Amtelco's Software Technical Writer, Jessica Mohns and Software Engineer, Wade Samplawski will explain the Infinity and Soft Agent Status Lights   

Soft Agent and Web Agent Styles and Themes 

Date: Wednesday, October 23, 2019  
Time: 1:00 p.m. CDT  
Description: Amtelco Technical Writer Jessica Mohns and Software Engineer Chris Bach will introduce the Soft Agent and Web Agent Styles and Themes   

miSecure Messages: Beyond the Call Center 

Date: Thursday, October 24, 2019  
Time: 12:00 p.m. CDT
Description: Colleen Curtin, miSecureMessaging Product Manager, will discuss how miSecureMessaging can be used in other departments within your facilities.

IS Predictive Intelligence & Epic Integration 

Date: Wednesday, November 06, 2019
Time: 1:00p.m. - 2:00p.m. CDT
Description: Amtelco Client Applications Developer Alena Aiken will discuss the IS Predictive Intelligence & Epic Integration

IS Care Team

Date: Wednesday, December 11, 2019
Time: 1:00p.m. - 2:00p.m. CDT
Description: Client Applications Developer, Alena Aiken and Product Manager, Colleen Curtin will introduce the IS Care Team application.


Register Now for these Informative Webinars!


For more information email

Amtelco Employee Spotlight :

Tiffany Robinson - TAS Sales AssistantTiffany Robinson

Tiffany Robinson, a Wisconsin native, was hired in 2016 as the TAS sales assistant when a long-time employee, Aileen Hayes, retired. Tiffany had extensive experience working as a sales coordinator for a high-level, corporate sales team at a large international company. At the time, Tiffany had several offers on the table but chose Amtelco because, "I could tell right away that I was going to love the people here and the job," said Tiffany.

As the TAS sales assistant, Tiffany supports the entire TAS sales team, provides quotes, and works with project managers to ensure product specs are accurate. Tiffany also provides back-up front office support for the entire company and can often be found covering reception, sorting mail, and ordering office supplies.

Tiffany doesn't slow down when she gets home. Her dog Pepper, a beloved 12-year-old shih tzu, keeps Tiffany on her toes. Using her degree in Graphic Design and Fine Arts, she also has her own photography business and free lances as a logo designer. Tiffany is a gifted artist and makes jewelry, creates glass etchings, and enjoys painting. Her artwork has been displayed in local galleries.

Now that Tiffany has worked at Amtelco for a few years, her first impressions of the company have held true, "I look forward to work each day; it's like working with friends. I love it. I'll retire from here."

Three Random Things to Know About Tiffany
  1. At which store would you like to max-out your credit card?
  2. What is one of the things on your bucket list? Visit the Van Gogh Museum in Amsterdam
  3. Where is your favorite place in the world? Dillon, Colorado


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