Newslinks lite July 2012
October 2012

Regular Columns

From the Editor
by Betty Bouchie

Be Inspired
by Gary Blair

Something to Smile About...

IS Tip: Spooky IS
by Kevin Procter

6 Helpful Retail Customer Service Tips
by Nancy Friedman

Featured Articles

Get Ready For a Grand Ole Opportunity!
by Jessica Schipull

Upcoming Webinars

1Call Leadership Conference and Training Seminar
by Gail Russell

Amtelco Annex

Sources Report Modified to Exclude Clients without Sources
by David Drenk

Take Quick Notes and Copy Information into Message Fields Using the NoteBox
by David Drenk

From the Editor

by Betty Bouchie

Ghosts and ghouls and witches and whiners….

Hmm, one of these things doesn’t belong – unless you are making changes and do not keep people informed. Fear of the unknown, partial information, gossip, and miscommunication can turn a (for the most part) sane group of people into some very scary characters. Try making a big change to a work environment without providing constant, clear, up-to-date information on what is happening in their world. Keep the scaries where they belong, gathering treats on All Hallows Eve, and not in the work places.

Happy Halloween!

Something a little different this month; I came upon this blog and found some interesting reading.
www.startupnation.com/Fear-of-the-unknown/topic

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Be Inspired

Submitted by Gary Blair

Anything I’ve ever done that ultimately was worthwhile ... initially scared me to death.
~ Betty Bender

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Something to Smile About...

Nearly Turkey Time!

Click on the turkey.

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IS Tip: Spooky IS

by Kevin Procter, Extend Communications Inc.

 

Ghosts are scary – and sometimes dangerous! However, in spite of Hollywood’s best efforts, no one has ever proven the existence of ghosts. Still, many people believe in the ectoplasmic entities. But there are different kinds of ghosts. Take for example, a ghost in the machine.

This writer has heard many people over the years blame erratic computer behaviour on a ghost. Certainly to those who don't have an understanding of the goings on inside a silicon chip, a ghost in the machine may be their best personal explanation.

During this spooky month of October, yours truly is taking the opportunity to say there is a logical explanation for everything. Still, ghosts make good conversation on dark, spooky nights, with leaves crunching underfoot, and wolves howling at the harvest moon, and witches flying around on brooms.

Anytime there's an IS error someone could conceivably call it a ghost in the machine. It's still just an error. The scary, unsettling feeling comes when the error happens but you can't find an explanation for it.

There is some error reporting an IS programmer can use that's built into IS Supervisor, but that reporting often doesn't name the module in which the error occurred.

Normally you do see the results of an IS error: I'm sure everyone who programs in IS has at one time or another seen the flashing yellow and red triangle. But sometimes that helpful notification sits unseen.

If this is a ghost in the machine, let this writer show you how to properly exorcise that ghost and pull the evil ghoul out of your code!

When programming an IS script, logic would suggest the saving of data to a database should happen at the unload portion of the last screen when ALL data has been input. Now what happens if there's an error within that UNLOAD portion of the IS script? Nothing happens – that's what! Nothing is saved, and nothing is reported. No flashing triangle, no error text, nothing.

For a moment, a programmer may sit, mystified as to why the data didn't save the script didn't execute as expected. The ghost is in the IS machine! But don't call for exorcism just yet.

To remove this ghost yourself: copy your database action element into the LOAD portion of the final screen. When the script hits that load section, the ghost will have no choice but to show itself, giving you the opportunity to see what's going on.

Once the ghost shows itself, you can fix the problem, test again, and when all is well, take your database action element and put it back into the UNLOAD portion of the final screen where it belongs. Ta-DA! Ghost is gone! And there's been no need to conduct an investigation into the need for a visit from your local exorcist.

Now, please don't let this logic-only, ghost-denying programmer rain on your spooky parade. If you like a good scary ghost story – especially this time of year – do continue to enjoy those haunts. Do remember, however, the only ghost in the IS machine is the programming issue that you haven't yet discovered; and that ghost can be easily be removed with a cool head and some good debugging.

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6 Helpful Retail Customer Service Tips

by Nancy Friedman, The Telephone Doctor

Many years ago we started out working mostly with folks who served customers by phone. Fast forward, we now offer all six touch points of communication. Any way you can communicate with a customer, Telephone Doctor is of value.

This time, I'm talking to retail folks. Please don't turn your hearing off on these tips just quite yet, as you'll see, many can be used for all touch points. And sadly, all of these tips are from something that happened to me personally in the past few weeks. I don't make these up! (I save them up.)

Please, No Gum
I walked into a retail store to buy a TV. There were three salespeople waiting to help me. Two were chomping, open mouth, on their gum. One was not. Guess who I asked to help me? Right, the one who didn't look like a cow having dinner. Hey, I'm not alone. Most people don't want a salesperson chewing gum open mouthed while they are helped. (Worried about bad breath? Mints are fine.)

Eye Contact
In yet another store a while back, the head of the lady who helped me was on a spindle. She seemed to look everywhere but at me. That's a no-no. If you're not making eye contact with the customer it appears as though you're not interested. You don't need to stare into their eyes 100% of the time (that would be weird); however, maintaining some sort of eye contact with them every so often is a very good idea.

Don't Point – Go Show – Whole Foods does it right.
No matter who you ask about a product, they will walk with you to find it. And on the way, they make some sort of rapport-building conversation. It could be about the item you're looking for or it might be about the great weather we have outside. Thank you, Whole Foods. You "get it."

"Can I help you?" Is Mediocre
When someone comes into your retail establishment, rather than "Can I help you?" to which 80% of the time the answer is "No thanks, I'm just looking," be a bit more proactive. Something like, "We're glad you're here. My name is Nancy. Please ask for me when you're ready, and if that's now, let me know." Something that says "we're not average, we're special."

Compliment Their Purchase
If you're with them at the close of their purchase, it's nice to say something positive about what they've bought. Doesn't matter if it's a new hammer or a new dress; there's always something we can say that will make them feel as though they made the right purchase. And if you have a "fact" about the product that helps, that cements it even further.

Don't Deny Your Customer the Choice
Whether you're in a large retail chain or a small boutique type store, not offering or suggesting what can help the customer is a big mistake. If someone has chosen an item and you know of something else that would complement it or be helpful to the purchase, it's your duty to mention it. This is not being pushy. This is being helpful.

You, in all probability, know the stock and product pretty well. If someone purchases a Widget and you know that there's a Widget organizer, it's the right thing to "mention" it as you're closing out the purchase. Try it. It's a great feeling when the customer says, "Yeah, I'd like that. Thanks!"

The list could go on, of course; however, if you can master most of these six, you'll see a remarkable difference in how customers react to you and to your establishment.

Thanks,
Nancy

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Get Ready For a Grand Ole Opportunity!

by Jessica Schipull

2013 NAEO Conference Banner

Don't miss your opportunity to join us for the annual NAEO Conference, March 16-19, 2013. The conference will be held at the Gaylord Opryland in Nashville, TN! After all of the amazing networking, you'll be sure to have plenty of innovative ideas to take back to the office!

This year's breakouts include an array of topics, and there will definitely be something for everyone!
New this year – we will have four breakout tracks: Operations, Technical, Sales/Marketing and HealthCare. The Operations Track will include topics such as Group Interviews, The Value of Cross-Training, Top Grading Your Staff and Taking Your Staff to the Next Level.

For those with a Technical mind, this track will feature topics such as: Customizing Reports, SQL Best Practices, and more "How-To" sessions.

The Sales and Marketing track will include sessions to help increase your revenue such as Billing Strategies, Internet Marketing and Building Sales Through Your Existing Customers.

We invite all of Amtelco's 1Call users to participate in our HealthCare Track, which will focus on ways to help HealthCare facilities to better utilize the features of Infinity and IS within their environment, such as streamlining call flows, using IS directories and On Call, and improving code call handling.

You can even get a jump on your education with our pre-conference workshops for Supervisors and Intelligent Series Basic/Intermediate scripting.

With the fantastic and educational speakers, you'll come home with your own staff of "superstars."

Be sure to keep checking www.NAEO.org for more details and registration information as it becomes available. See you in Nashville!

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Upcoming Webinars

IS Directories
October 10, 2012 | 2:00 pm EDT

Presented by: Gerald Brosseau and Carolyn Puckett

How to set up and start using IS Directories. The advantages of IS Directories over Infinity Directories. Follow along and start setting up your directories today.

IS On-Call
October 24, 2012 | 2:00 pm EDT

Presented by: Gerald Brosseau and Carolyn Puckett

If you use IS, then you should be using IS on-call. Learn how to set up On-call schedules from start to finish.

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1Call Leadership Conference and Training Seminar

by Gail Russell, Salina Regional Health Center

The annual 1Call Leadership conference in Madison, WI, September 18-20, was the best one yet. Elaine Carpentier and I were happy to be in attendance from Salina Regional Health Center again this year. After a warm welcome from Tom Curtin, President of Amtelco, and Mike Friedel, Vice President, Sales, the information starting flowing and never stopped until the last session two days later.

Kevin Beale, Vice President, Software Development, got the fun started with what’s new with Infinity, IS, Soft Agent and EMR Integration. The morning breakout sessions for leadership and training were next. Michael Quimby, Amtelco trainer, presented the training sessions, "leaving no attendee behind!” His sessions included discussions on programming areas within Amtelco applications that make options functional.

The first leadership session was led by Carolyn Sonnefeld from Mercy Medical Center and a member of the NAEO Education Committee. She described how they use the Soft Agent for the Volunteer group at her facility and the programming behind it.

The second leadership session that day, "Downtime is not an option….Preparing for anything” was presented by Dan DuPuis from Allina Health. Dan has done an excellent job of looking at equipment, scenarios, completing documentation and even looking at the human reaction in an emergency and how good leadership in these situations is so important.

And the information just kept on flowing….the second day gave us Betty Bouchie, Capital Health (and editor of this great newsletter). She showed us in her leadership session how you can "Turn patient no-shows into a hospital-wide benefit.” Betty shared her process from analyzing data to successfully reducing no-shows to 1% in some areas.

Supervising and Motivating Staff was the next leadership session of the day. I had the honor of being the presenter at this one. It was a great interactive session and we all came away with some new ideas.

Michael Quimby’s training sessions covered Contact-Based Architecture and how to build a message script and dispatch. After lunch we all came back together to learn about miSecure, Messages, IS Application Maintenance, Reporting and Red Alert.

The last day, but certainly not the least, we packed more great info into a few hours. Kevin Beale discussed integrating your IS applications with EMR. Carolyn presented an excellent session on Advanced Scripting/Scripting Code Calls. Less is more, according to Carolyn! I’m sure the operators at Mercy Medical are grateful to have Carolyn’s scripts to guide them through the emergency codes!

The last session of the day was about automating bed management and patient flow. Betty once again demonstrated how a good analysis of the issue and the great Amtelco software can work together to save time and money for your facility.

Whew!....We packed a lot into two and a half days! If you weren’t fortunate enough to attend this year, mark your calendars for September 24-26, 2013. Make plans to be there…you can’t afford to miss it!!

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david drenk

Sources Report Modified to Exclude Clients without Sources

by David Drenk

The Sources Report has been modified in Infinity version 5.60.02 and later to exclude clients that do not have sources. This modification is designed to save room on the report.

The Sources Report is found in the Client section of Infinity Supervisor Reports. The report takes a range of client account numbers and returns a list of all of the source numbers programmed for those accounts. Previously, the report displayed all of the client accounts in the range, whether or not the accounts had any source numbers, but the new version of the report only displays the client accounts in that range that have a source number.

Requirements:

  • Infinity 5.60.02 or later
  • Infinity Supervisor 5.60.0005 or later

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david drenk

Take Quick Notes and Copy Information into Message Fields Using the NoteBox

by David Drenk

The NoteBox is a free-form text tool that agents can use to quickly take notes about a call that doesn’t follow the flow of a script. All of the text entered into the NoteBox can be copied directly into the script message fields by using shortcut keys or by right-clicking the field and selecting the text from a menu. The NoteBox saves time by letting agents capture information that they aren’t ready for and then copy it into the appropriate part of the script without having the caller repeat the information.

The NoteBox is enabled and disabled on the General Tab of the Script Properties window in IS Supervisor. Open the Script Properties by clicking the Properties hyperlink on the Home View of the script. Select the check box labeled "Enable the NoteBox” to allow agents to access the NoteBox feature. When this option is enabled, agents can press the ESC key to display the NoteBox while taking a message with this script.

Whenever an agent is working in a script that has the NoteBox feature enabled, a NoteBox Info button is displayed at the bottom of the message window. The agent can click this button to display instructions for using the NoteBox. This button is also available in Test Drive View and the Run tab in IS Supervisor.

To display the NoteBox while taking a message, press the ESC key. The NoteBox window is displayed over the top of the message window.

Agents type information into the NoteBox without restriction on form. Pressing the ENTER key separates each piece of information that the agent types. The agent can type a colon (:) in the middle of a line to indicate that the text to the left of the colon is a label and the text to the right is data. When this information is copied into the script, the label is displayed in the menu but is not copied into the script field. This provides an easy way for agents to label the information they type without having to take time to separate the data from the label when copying the information into the message script.

After taking notes, the agent presses the ESC key to return to the message script. The NoteBox feature allows the agent to navigate from one field of the script to another by holding down the ALT key and pressing the up and down arrow keys. This works in addition to the TAB key and mouse that are available for navigation in any script. Any Tab actions in the script are performed, whether the agent navigates with the TAB key, the ALT and arrows keys, or the mouse.

To copy information from the NoteBox into a script field, the agent can either right click on the field or tap the CTRL key twice. A menu appears, showing each line of information entered into the NoteBox. The agent selects a line (using the arrow keys and the ENTER key or using the mouse) and the information is copied into the script field, minus any label. There are also Undo commands in the menu and commands to copy information from other input fields in the script. The Flash Back command can be used to jump to the last input that the agent selected before selecting the one that is in focus now.

Requirements:

  • Infinity Telephone Agent 5.51.3371.01 or later
  • Infinity 5.51.00 or later
  • IS Supervisor 5.51.3371.0 or later
  • IS Messaging
  • SQL Server 2000 or later
  • or
  • Soft Agent
  • IS Supervisor 5.51.3371.0 or later
  • IS Messaging
  • SQL Server 2000 or later

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