SATURDAY, MARCH 21, 2026

9:00 AM-12:00 PM
San Xavier

Advanced Technical Workshop: MergeComm in Motion - this immersive workshop goes beyond theory. You’ll work directly in MergeComm, building and refining real workflows that matter most to your team: 
- Configure MergeComm Email as a full eResponse replacement.
- Set up and test unsolicited SMS notifications and alerts.
- Automate agent dependent tasks like creating rotating on-call coverage without maintaining an on-call schedule, checking call forwarding, and more.

Joe Belfeuil's tenure with AnSer spans an impressive 21 years, during which he has risen to the role of Lead Programmer.  Since 2010, he has spearheaded innovative solutions, empowering agents and clients alike with long-term strategies that enhance efficiency and effectiveness. When he’s not obsessing about what new feature can be added to AnSer’s message templates he can usually be found enjoying a movie with his wife and cats.

12:00 PM- 1:00 PM

Lunch for Registered Pre-Conference Attendees

Advanced Technical Workshop: MergeComm in Motion

Joe Belfeuil (Anser)
Joe Allen (Answer365)

SUNDAY, MARCH 22, 2026

Advanced Technical Workshop: MergeComm in Motion - this immersive workshop goes beyond theory. You’ll work directly in MergeComm, building and refining real workflows that matter most to your team: 
- Configure MergeComm Email as a full eResponse replacement.
- Set up and test unsolicited SMS notifications and alerts.
- Automate agent dependent tasks like creating rotating on-call coverage without maintaining an on-call schedule, checking call forwarding, and more.

Joe Belfeuil (Anser) & Joe Allen (Answer365)

9:00 AM-12:00 PM
San Miguel

Leadership Summit: Grow Leadership By Design
Through guided discussion and interactive working time, you will:
- customized Leadership Blueprint that defines what “great leadership” looks like inside your business
- clear plan for developing and supporting existing leaders
- Strategies to shift authority from dependency to empowerment, so growth doesn’t pause when you’re not in the room
- Practical tools and templates to embed leadership behaviors into daily operations
You’ll leave with a practical foundation and a clearer path to grow leadership by design, not by accident.

Sharon Brainard ( Always Answer)

12:00 PM-1:00 PM

Lunch for Registered Pre-Conference Attendees

FULL CONFERENCE BEGINS

2:00 PM-5:00 PM
San Jose

Amtelco University: Regular Members Only -a special session highlighting innovation and tools shaping out industry.

2:00 PM-5:00 PM
San Jacinto

NAEO Board of Directors Meeting

3:00 PM-5:00 PM
San Jose

Amtelco Demo Room: Regular Members Only

6:00 PM-7:00 PM
Esparza Lawn

First-Timers Welcome Reception: By Invitation

7:00 PM-10:00 PM
Esparza Lawn

Opening Reception

MONDAY, MARCH 23, 2026

7:00 AM-7:45 AM
Lobby

Michael Leibowitz Memorial Walk: 

8:00 AM-5:00 PM
San Jose

Amtelco Demo Room: Regular Members Only

8:00 AM-9:00 AM
San Jose Foyer

Registration, Breakfast, and Sponsors

9:00AM - 10:00AM
La Cantera Ballroom I & II

Welcome to the 2026 Annual Conference!

10:00 AM-10:15 AM
San Jose Foyer

Break with Sponsors

10:15 AM-10:30 AM
La Cantera Ballroom I & II

Platinum/Keynote Sponsor Presentation

10:30 AM-11:30 AM
La Cantera Ballroom I & II

General Session - KEY NOTE SPEAKER - Artificial Intellegence (AI): Limitations, Hype and Reality.
Artificial Intelligence is everywhere, but how much of what we hear is hype, and what’s the reality?  In his keynote, AI: Limitations, Hype, and Reality, Jeff Butler takes on one of the most pressing questions of our time: how do we adapt and lead in an era of constant change?

Keynote, Jeff Butler - is an author and workplace strategist who explores human behavior within the working world. After graduating with a computer science degree from UC Berkeley, he worked at various companies in Silicon Valley before starting his own which have included building web applications to analyzing technology trends. Jeff addressed companies like Google, Amazon, John Deere and Coldwell Banker.

11:30 AM-11:45 AM
La Cantera Ballroom I & II

Sponsor Presentation

11:45 AM-12:45 PM
West Foyer

Lunch

12:45 PM-1:00 PM
La Cantera Ballroom I & II

ATSI Presentation

1:00 PM-2:00 PM
La Cantera Ballroom I & II

Amtelco Presents: Regular Members Only

Kevin Beale - Amtelco

2:00 PM-2:15 PM
La Cantera Ballroom I & II

Sponsor Presentation

2:15 PM-2:45 PM
San Jose Foyer

Break with Sponsors

BREAKOUT SESSIONS
2:45 PM-3:30 PM

Operations Track: Write it Right: The Art of Proper Documentation - Proper documentation is essential to effective people management and risk reduction. This session provides a practical overview of workplace documentation, why it matters, and how it supports fair and defensible employment decisions, concluding with clear guidance on what to document and how to do it right.
La Cantera Ballroom IV

Ede Zajac - (Anserve) - Edelina Zajac is an experienced human resources leader and serves as Director of Human Resources at Anserve. Known for her positive attitude and practical, real-world approach, she values thoughtful leadership, meaningful conversations, and balancing people-first decision-making with organizational integrity.

BREAKOUT
2:45 PM-3:30 PM

Technical Track: IS Tips and Tricks -  to elevate your scripting
La Cantera Ballroom I &II

Jaimie Guidry & Kelli Harrigin (Amtelco)

BREAKOUT
2:45 PM-3:30 PM

Executive Track: Marketing Your Call Center: Proven Tactics to Attract & Retain Clients
La Cantera Ballroom  III

Dana Lloyd (Answer Plus)& Rob Van Buskirk (VanRein Compliance)

3:30 PM-3:45 PM
San Jose Foyer

Break with Sponsors

BREAKOUT SESSIONS
3:45 PM-4:30 PM

Operations Track: Conflict Resolution & De-escalation Techniques for Call Center Staff
La Cantera Ballroom IV

Sharon Brainard ( Always Answer)

BREAKOUT
3:45 PM-4:30 PM

Technical Track: AI in Answering Services: Using artificial intelligence as an ally, not a replacement.
La Cantera Ballroom I &II

Kevin Beale (Amtelco), Matt Troha  & Jose Soler (Answer Hero)

BREAKOUT
3:45 PM-4:30 PM

Executive Track: Leading in Times of Uncertainty. Drawing inspiration from Benjamin Franklin’s timeless observation that “the only two 
things certain in life are death and taxes,” Jeff explores why uncertainty isn’t going 
away — and what that means for leaders and teams at every level. Beyond the 
buzzwords, he’ll share a practical roadmap that organizations use to stay ahead, build 
resilience, and unlock leadership potential.
La Cantera Ballroom  III

TUESDAY, MARCH 24, 2026

7:00 AM-7:45 AM
Lobby

Michael Leibowitz Memorial Walk

Don't forget to order your shirt HERE!

8:00 AM-5:00 PM
San Jose

Amtelco Demo Room: Regular Members Only

8:00 AM-9:00 AM
San Jose Foyer

Registration, Breakfast, and Sponsors

9:00 AM-9:15 AM
La Cantera Ballroom I &II

CAM-X Presentation

9:15 AM-10:15 AM
La Cantera Ballroom I &II

Amtelco Presents: Regular Members Only

Kevin Beale (Amtelco)

10:15 AM - 10:45 AM
San Jose Foyer

Break with Sponsors

BREAKOUT SESSIONS
10:45 AM-11:30 AM

Operations Track: Effective Leadership in a Remote and Hybrid Work Environment
La Cantera Ballroom IV

Rick Drumm (Peak Leadership)

BREAKOUT
10:45 AM-11:30 AM

Technical Track (Panel): "Who's calling? It's the on-call checking in!" - Demo a quick and script add-on that uses the ANI to lookup if that ANI is in the directory and displays who that is so that the operator doesn't have to guess. On-call check-ins can get delayed because agents don’t recognize the caller. In some cases, an agent may even take a message from the client, without realizing the caller is the owner. This session demos a simple script add-on to look up the caller in your directory and display their name immediately, removing guesswork. We’ll show an option for individual scripts and an option for check-in lines that can scale across any or all accounts.
La Cantera Ballroom I &II

Ryan Nettesheim   is the Programming Manager at AnSer, where he’s worked for 12 years at the intersection of operations, automation, and data. He’s a key partner in AnSer’s AI development work and is known for turning complex workflows into reliable systems, often powered by strong SQL and a math-and-physics mindset.

Joe Belfeuil tenure with AnSer spans an impressive 21 years, during which he has risen to the role of Lead Programmer.  Since 2010, he has spearheaded innovative solutions, empowering agents and clients alike with long-term strategies that enhance efficiency and effectiveness. When he’s not obsessing about what new feature can be added to AnSer’s message templates he can usually be found enjoying a movie with his wife and cats.

BREAKOUT
10:45 AM-11:30 AM

Executive Track (Panel): Building a Customer Centric Culture Through Quality Service
La Cantera Ballroom  III

Sharon Brainard (Always Answer), Jazmin Rea    (Anser),
Jenn Ferby (Answer Plus) started with AnswerPlus in a part time capacity while she was at school earning her degree in Social Work. She soon became a Team Lead, Supervisor, Operations Manager Director of Operations and recently moved into Director of Sales, Marketing and Client Services and also overseeing the training and Quality team. She works with multiple teams across Canada and had over 22 years experience in the industry. She is a current member of the Cam-X board and has spoke at many NAEO, Cam-X and CoachU sessions over the years.

11:30 AM-11:45 AM
San Jose Foyer

Break with Sponsors

11:45 AM-12:45 PM
West Foyer

Lunch

12:45 PM-1:00 PM
La Cantera Ballroom I &II

Platinum/Keynote Sponsor Presentation

1:00 PM-2:00 PM
La Cantera Ballroom I &II

General Session: Keynote Speaker - Find Your Jam, Create Momentum, Unlock Potential, and Rock What's Next

Keynote,  Rick Lozano - For over twenty-three years, Rick Lozano has been training, coaching, and speaking to audiences across the globe (virtually and in-person), unleashing leadership and team talent, and creating positive, engaged, and productive work cultures. As a world-class speaker, Rick knows how to engage an audience AND involve them in the experience!

Break with Sponsors

2:15 PM-3:00 PM
La Cantera Ballroom I &II

FDC Presents

3:00 PM-3:15 PM
La Cantera Ballroom I &II

Sponsor Presentation

3:15 PM-3:30 PM
La Cantera Ballroom I &II

PDC Presents

3:30 PM-3:45 PM
San Jose Foyer

Break with Sponsors

BREAKOUT SESSIONS
3:45 PM-4:45 PM

Operations Track: Operations Excellence: Scheduling, Staffing, and Workflow Improvements - In an industry where every call shapes customer perception, operational excellence isn’t optional — it’s a competitive advantage. This dynamic panel brings together leaders in telephone answering services, workforce management, and process optimization to explore how smarter scheduling, strategic staffing, and streamlined workflows can transform service delivery.  Participants will gain insight into the evolving demands placed on modern answering services, from fluctuating call volumes to rising customer expectations. The discussion will highlight practical strategies for building resilient staffing models, leveraging data to forecast needs, and designing workflows that reduce friction for both agents and callers.  Whether you’re managing a small team or overseeing a large-scale operation, this conversation will offer actionable ideas to improve efficiency, elevate service quality, and create a more sustainable, high‑performing environment for your agents and clients.
La Cantera Ballroom IV

Jenn Ferby (Answer Plus) started with AnswerPlus in a part time capacity while she was at school earning her degree in Social Work. She soon became a Team Lead, Supervisor, Operations Manager Director of Operations and recently moved into Director of Sales, Marketing and Client Services and also overseeing the training and Quality team. She works with multiple teams across Canada and had over 22 years experience in the industry. She is a current member of the Cam-X board and has spoke at many NAEO, Cam-X and CoachU sessions over the years.
Katie Stark (Anser) is the Operations Manager with AnSer based in Green Bay, Wisconsin. She recently celebrated her 23rd year with the company, bringing extensive experience and deep organizational knowledge to her role. With AnSer operating 18 offices across 10 states, Katie spends much of her time overseeing hiring and scheduling, helping ensure each location is staffed effectively and set up for success.
Cait Keenan (Accurate Answer)  is an accomplished operations leader with more than 20 years of experience spanning medical practice management, business consulting, human resources, telecommunications, and emergency services. With a unique blend of healthcare and Telephone Answering Service (TAS) expertise, Cait specializes in operational strategy, customer service excellence, and organizational growth.

BREAKOUT
3:45 PM-4:45 PM

Technical Track: Genesis Vs Infinity: Navigating the Migration and Feature Differences
La Cantera Ballroom I & II

Marie McGuire (Answertel), 
Joe Belfeuil (Anser),
Joe Allen (Answer365)
Tifani Leal (A1 Professional Answering)

BREAKOUT
3:45 PM-4:45 PM

Executive Track: Leveraging CRM and Automation to Grow Your Business -
Discover practical ways to streamline operations and accelerate growth using CRM and automation tools. This session brings together two real‑world perspectives: one presenter will show how businesses can leverage existing Amtelco tools and SQL power to spin up their own solution, while the second will share the experience of adopting and customizing a full ERP / CRM platform to support more complex needs. Attendees will walk away with clarity on the benefits, challenges, and ROI of each approach helping you make smarter technology decisions that align with your budget, growth stage, and long‑term strategy. 
La Cantera Ballroom  III

Alex Leibner (I24) is the Chief Technology Officer at i24 Call Management Solutions. He currently heads the enterprise wide ERP / CRM implementation project, leveraging five years of experience in IT and business analysis at i24. A computer scientist by training with a background in high end customer service, Alex brings a people focused approach to technology—prioritizing business needs and user experience over technical complexity. He previously presented at NAEO on the migration from infinity to Genesis.

Ryan Nettesheim (AnSer)  is the Programming Manager at AnSer, where he’s worked for 12 years at the intersection of operations, automation, and data. He’s a key partner in AnSer’s AI development work and is known for turning complex workflows into reliable systems, often powered by strong SQL and a math-and-physics mindset.

6:00 PM-10:00 PM

Amtelco Customer Appreciation Party

WEDNESDAY, MARCH 25, 2026

7:00 AM-7:45 AM
Lobby

Michael Leibowitz Memorial Walk

Don't forget to order your shirt HERE!

8:00 AM-1:30 PM
San Jose

Amtelco Demo Room: Regular Members Only

8:00 AM-9:00 AM
San Jose Foyer

Registration, Breakfast, and Sponsors

9:00 AM-10:00 AM
La Cantera Ballroom I &II

Roundtable Discussion: Solving Industry Challenges Together

10:00 AM-10:30 AM
San Jose Foyer

Break with Sponsors

10:30 AM-11:30 AM
La Cantera Ballroom I &II

Annual General Meeting: Regular Members Only

11:30 AM-11:45 AM
San Jose Foyer

Break with Sponsors

SASA and NAEO Awards  Ceremony and Closing Remarks
Don't miss out on your chance to see the top agents shine!! 

Get your SASA shirt here! 

1:00 PM-2:00 PM
La Cantera Ballroom I &II

Owners & Executives Forum: Regular Members Only