NAEO Newslinks-April09
membershelpingmembers
April 2009



Betty Bouchie

From the Editor:
Spring Ahead
by Betty Bouchie

There is no window in my office. During the winter I get up and go to work in the dark; many nights it is dark by the time I come home. After the time change, the sun is again working its way back up in the morning and staying up later at night. I have to say that this time of year does make me feel like "springing ahead.” The morning sunrise cheers me, even if I am tired and want nothing more than to go back to bed. Then in the evening there is the beautiful sunset. The sun colors arc through my day from sunrise ‘til sunset and put a spring in my step. Happy spring!

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Be Inspired

"Slow down and enjoy life. It's not only the scenery you miss by going too fast – you also miss the sense of where you are going and why."

~ Eddie Cantor

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Something to Smile About...

If Life Were Like A Computer:

  • You could add/remove someone in your life using the control panel.
  • You could put your kids in the recycle bin and restore them when you feel like it!
  • You could improve your appearance by adjusting the display settings.
  • You could turn off the speakers when life gets too noisy.
  • You could click on "find” (Ctrl, F) to recover your lost remote control and car keys.
  • To get your daily exercise, just click on "run"!
  • If you mess up your life, you could always press "Ctrl, Alt, Delete" and start all over!

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Cori Bartlett

Don't Miss a Thing in the Coming Year!
by Cori Bartlett

It’s hard to believe it’s already been over a month since we met for the 25th NAEO Conference in Cancun, Mexico. I have a feeling this year is going to fly by!

There are many things planned for our members to look forward to during this year including NAEO webinars; an Intelligent Series Workshop to be held in Pittsburgh in conjunction with ATSI; more from the Operator Relief Fund Program; and of course, our NAEO Conference March 7-10, 2010 at the Newport Beach Marriott in Newport Beach, California. Mark your calendars now!

The NAEO Board of Directors will meet at the end of the end of this month to participate in a Strategic Planning session that will help provide direction for us this year as well as, hopefully, the future. Please look for a survey that will be coming out to the membership in the very near future. Your input is imperative to ensuring that we deliver the best possible results for all members!

I look forward to serving you all this year as NAEO President and embrace all comments, suggestions and ideas that will assist me in making this year the best it can be.

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Thank You, NAEO Volunteers!

This week is the 2009 National Volunteer week, and this year’s theme is "Celebrating People in Action." The theme captures the meaning behind this signature week – honoring the individuals who dedicate themselves to taking action and solving problems in their communities.

NAEO is run by a volunteer Board of Directors who takes action on behalf of all the members to leverage the collective power you have as Amtelco equipment users. Throughout the year Board members, volunteers on committees, and members on the list serv work together to share information, promote best practices and to help each other to have strong and successful businesses.

During this National Volunteer Week 2009 I want to take a moment to say thank you to all of the wonderful NAEO volunteers who make the association great, and to celebrate the ordinary people who accomplish extraordinary things together through their service.


From the 2009 Collins Scholarship Winner

To All of NAEO:

Thank you for awarding me the Christina Collins Scholarship and allowing me the opportunity to attend the 2009 conference in Cancun. It was a very pleasant surprise to wake up and find the email from Shannon letting me know I had won. Weather and airline issues aside (snow in Tuscaloosa is not fun!), I had a wonderful time. The sessions were all very informative and I took a little from each one back home. I loved the social interaction with everyone as well. It's always great to talk to people and discover they are having the same challenges you are and even sometimes find a solution that you did not see before. John’s speech really made a great impression on me. His idea of leaving with one great idea was wonderful. I believe I have done that and also brought back a couple smaller ideas as well. Again, I thank you for the honor of this award and the great experience of the conference.

Sincerely,
Amber St. John
Supervisor, The Legacy Connection

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Op Chat Messages
by James Shigley, Monroe Telephone Answering Service

Exporting infinity op chat to a text file is a frequently asked question on NAEO. I would guess it comes up once every 2-3 months. Thankfully, the answer is very simple.

Configuring the Export
In the Control + F12 of Infinity under Debug, check "Log chat events” and then either type or browse to where you are going to save the data. If you want to just type it in put \\YourServer’sName\ShareName and then if it’s in a sub folder just of course add that \\YourServer’sName\ShareName\SubFolder by default it should make its own text file. But if you want to specify the name, just put \\YourServer’sName\ShareName\SubFolder\CustomFileName.txt.

I suggest a hidden window share for the op chats, if you don’t already have a NAS server. If you do have a NAS I still suggest a hidden drive. Just use the NAS vs. a windows share.

Press OK and you’re all done with configuring Infinity. Keep reading if you need to know how to make a share.

I can say for sure that Infinity chat/logging is in 5.4 and 5.5 and I’m pretty sure it is in 5.3.

There are many ways of sharing a drive out for access. I’m going to show two; one is the quick and simple way which anyone should be able to do in less than 60 seconds. The other is still plenty easy that anyone can do it, just requires some reading of the help material and a bit more time (20-30 minutes vs. 1-2).

Making a share
First, press the Windows (looks like a flag, usually between Ctrl and Alt on the bottom Left side) and the E key together. This will open an Explorer window. Right click on the drive you want to be shared. For my example, I’m just using my root drive.

Please note. Windows by default shares out all your hard drives out (using hidden shares). With permissions set to system access only. You can ignore this one and just press new share.

Press New Share

Fill out as needed. Note that if you put a money symbol $ at the end of the name it will hide the share (better explanation shortly on this).

Set your permissions as needed.

For this topic, since the share is being set up to save OP Chats to the share, I suggest that you give everyone Full Control. For this reason I suggest only sharing the folder you’re going to be saving the op chats to; not the whole hard drive/partition. The process is the same – you just right click on the folder you want vs. the partition/drive.

The reason being is that you know Murphy is going to have Jane who thinks she is great with computers open it and press delete and yes, accidently deleting all 400, 500, 10,000 GBs of data on the drive. If you only share the folder you only lose that folder vs. everything. I haven’t had the above situation happen to me yet, and I’d like to keep it that way.

Hiding a share:
If you put a $ at the end of a share name it won’t appear when exploring for shares; for instance, right now if I type in \\jas-desk I see this:

It's the Train Share we made above. Also accessible by just putting in \\Jask-desk\Train

But, if I put a $ after and make it Train$ when I refresh the Explorer window, you only see Printer and Faxes and Scheduled Tasks. But if I type in \\Jask-desk\Train$ it is still accessible. I also suggest using the $ to hide your op chat share. This will stop most from ever finding the share and thus prevent any of the logs from getting deleted/edited/read by those who shouldn’t. Even though everyone has full control, since they won’t know where to look, that isn’t really an issue.

NAS server: Network Attached Storage Server
There are many different kinds of NAS software/OSS out there. A good cheap (Free) and easy one is FreeNAS. But before we go into that, let me explain why you may want to go this route over quick windows share. Reliability, from my experience a Windows Server running a share for a large drive just doesn’t have as much thru-put (how much data it can move to and from at any given moment) as dedicated NAS servers do. NAS servers live only to hold and share data. So they are very efficient at it; compare to that Windows share which is likely on a server which is also doing 10 other things and having to share all the thru-put.

http://www.freenas.org

Company’s Description of its product
"FreeNAS is a free NAS (Network-Attached Storage) <http://en.wikipedia.org/wiki/Network-attached_storage> server, supporting: CIFS (samba), FTP, NFS, AFP, RSYNC, iSCSI protocols, S.M.A.R.T., local user authentication, Software RAID (0, 1, and 5) with a Full WEB configuration interface. FreeNAS takes less than 32MB once installed on Compact Flash, hard drive or USB key.”

I have both a Windows server running shares and a server running the FreeNAS. I use it for storing files from a few things that are always adding new files. That server to my knowledge (excluding some reboots during initial configuration) hasn’t been offline since. That’s about a year, and it’s never failed either. So if you need a reliable, efficient data server, this will get the job done.

And its set-up is easy. It took me about 20 minutes to download, install, configure, and start using it. Just use their wiki and you’ll find the answer to the questions you might have.

Now if you only need a place to export the op chats, then a Windows share is plenty sufficient because you’re only talking about txt files. But if you want to go ahead and set something up for this and any future storage needs, a NAS server is the way to go.

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The Four C's of Coaching Skills
by Nancy Friedman, the Telephone Doctor

What better time to help our employees than now? Everyone seems to need a little TLC rather than being beaten down. If your employees aren't doing what you need or want them to do, there are only two reasons for that. They either don't want to or they don't know how. Our 4 C's of Coaching DVD can help you determine which it is and how to help them which in turn will help your company and your customers.

When most people think of the word "COACH," they imagine someone on the sidelines screaming at their players to do a better job. That may be true in sports situations, but in the business world, a coach needs to have a completely different approach in order to help employees improve performance.

Let's have a look at the role of a manager/coach and how that integrates with employee development. Where does traditional training come in? How does training relate to coaching? And what are the differences between training, coaching and counseling?

The process starts with training. That's the first step. Let's say you're training a group. What usually happens is most of the group understands, learns and benefits from the information you've taught. Unfortunately, not everyone "gets it." What do we do about that small percentage of employees – often good, conscientious people – who may need personalized attention after training? Those are the ones who need coaching.

Remember that coaching is strategically guiding someone into improving performance. It's analyzing feedback to see the areas where the training hasn't taken hold.

Is remedial training needed? That's where the coaching comes in. These are the people who need one-on-one customized help to develop their skills. OK, we've talked about training and coaching. Where does counseling come in?

Counseling is helping someone explore, and possibly resolve, personal problems. Counseling is utilized if, for whatever reason, the employee isn't performing. It's for that special situation when training and coaching haven't worked, where the employee is not willing, or is unable, to do the job. Especially if there is some distraction that is not job related.

We're going to give you the Telephone Doctor® Four Step Model for effective coaching in a call center or business environment. We call it the 4 C's of Coaching.

The 4 C's are:

  1. Concurrence
  2. Content
  3. Commitment
  4. Congratulations or Continuation

Let's cover them one by one:

  1. Concurrence: It's critical. Unless you and the trainee agree (concur) that there is a gap, and they commit to the improvement that's needed, you won't be able to coach to your full capacity for effectiveness. We need to achieve concurrence. Both you and the employee need to concur there is an issue. Once that's done, we can go on to the content.

  2. Content: Next, identify the content that needs to be improved. What needs to be done? What are some of the issues involved? Normally where coaching is needed, it's either due to the fact that the employee doesn't know how to do the job (they just don't 'get it') or doesn't want to do the job. You need to find out which it is. The coach and the employee need to agree on the content, the issue and the problem. Only then can they make a commitment to solve it.

  3. Commitment: The coach and the trainee need to agree. They can then make a commitment to solve the problem. Normally we're working with an intelligent, conscientious employee who wants to do a good job. With some coaching, the job will be done right.

  4. Congratulations or Continuation: Once you and your team member have found the content that needs to be corrected, you give them the instruction on how to do it right and there is commitment it will be done. Lastly, it's time for CONGRATULATIONS. Let them know they've done a good job. This is critical. It's most important you don't leave that part out. If more work is needed, we cycle back through with continuation. Figure out what work is needed to reach the congratulations step.

Much coaching takes place to fill a perceived need. You find out that there's a gap in the performance of an employee, and then plan a coaching approach that should improve the performance of that employee. It's nice and orderly to be able to think about what you're going to do. Formulate your plan and decide when you're going to do your coaching.

To be most effective, coaching should be done in private; especially when it becomes an on-the-spot type of coaching. It's important to remember to never embarrass the employee. That's not coaching, that's just being mean!

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