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2019 Annual Conference Agenda
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2019 Agenda NAEO Annual Conference - Register Today!

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Please Note: This schedule is subject to change.

 

Sunday, March 10

8:00 AM - 9:00 AM

Registration & Breakfast (Workshop Attendees Only) | Atlantic


9:00 AM - 9:15 AM

Advanced Technical Workshop | Atlantic

Opening Welcome & Introductions

〉〉 Learn More


9:15 AM - 10:30 AM

Advanced Technical Workshop | Atlantic

Basics of MergeComm Elements 〉〉 Learn More


10:30 AM - 10:45 AM

Break | Grand Foyer


10:45 AM - 12:00 PM

Advanced Technical Workshop | Atlantic

Scripts Involving:

  • Auto Dispatch: Group Messaging, Retries and Escalation, Scheduled Auto Notification
  • Greate MergeComm Job via Script: Spawn 2 Dispatch Jobs with one ticket
  • Schedule MergeComm Jobs: Cue clients to present to op. (system cues)

〉〉 Learn More


12:00 PM - 1:00 PM

Lunch for Workshop Attendees Only | Atlantic


1:00 PM - 3:00 PM

Advanced Technical Workshop | Atlantic

Scripts Involving:

  • Inbound Email: "Catch-all" for primary company email
  • Inbound SMS/WCTP: Control DIR listing availability; Unsolicited SMS behavior
  • Automatic Testing Processes/Procedures: SMS/Fax/Email

〉〉 Learn More


3:00 PM - 3:15 PM

Break | Grand Foyer


3:15 PM - 5:00 PM

Advanced Technical Workshop | Atlantic

Scripts Involving:

  • Schedule MC to make outside request and perform actions (API Integrations)
  • Incoming IS Web Triggers
  • Inbound Web Service Calls
  • Simple Form Submission Passing to IS

〉〉 Learn More


5:00 PM - 6:00 PM

Amtelco Demo Room | Yunque

〉〉 Learn More


7:00 PM - 10:00 PM

Opening Reception | Boardwalk


Monday, March 11

8:00 AM - 5:00 PM

Amtelco Demo Room | Yunque

〉〉 Learn More


8:00 AM - 9:00 AM

Registration / Exhibit Hall / Breakfast | Grand Foyer


8:45 AM - 9:00 AM

Conference Welcome | Salon ABC


9:00 AM - 10:00 AM

Keynote: The Frog Factor: The Secret to Attracting and Retaining World-Class Talent! | Salon ABC

Sarah McVanel, Keynote SpeakerSarah McVanel

Energize yourself and your workplace through this fun, informative and inspirational session. Get ready to turn your notions about recognition on their head by exploring it through a powerful solution focused lens. A proven process for self, team and organizational recognition is offered, F.R.O.G. Forever Recognize Others' Greatness ™, inviting you to identify key ways you can begin to shift your organizational culture right away. By the end of this session, you will be ready to trial easy, inexpensive and proven techniques for recognizing others in your workplace that support meaningful connection and lasting change. Let's focus on the strategic language, business case and human case for recognition that will convince, inspire and influence decision makers. Whether you're burnt out or energized, in a boom or bust economy, you can't afford NOT to recognize...starting now!


10:00 AM - 10:15 AM

Break with Exhibitors | Grand Foyer


10:15 AM - 11:00 AM


11:00 AM - 11:15 AM

Auction | Salon ABC

Jim Wagner, Auctioneer


11:15 AM - 12:15 PM

Roundtables | Salon ABC

  • Agent Turnover: Your Formula and Ranges
  • Amtelco Transformer Demo
  • Building Your Programming Team
  • Cyber Security
  • Dashboarding and Data Visualization
  • Employee Management Software
  • Employee Wellness Initiatives
  • Maximizing Caller Experience When Understaffed
  • Motivating Different Generations
  • Untraditional Benefit Offerings
  • Workplace Safety and Security

Each roundtable topic will be 20 minutes.


12:15 PM - 1:15 PM

Lunch | Preciosa


1:15 PM - 2:15 PM

Amtelco Presents: Part 1 | Salon ABC

Kevin Beale, Pat Dye, Gary Kerner

Amtelco Presents "Welcome to NAEO 2019, It's never been easier to Transform and Grow." This will be a 'What's new' session full of exciting new updates on Genesis Soft Switching, Soft Agent, Transformer, Scripting, MergeComm, miTeamWeb, miSecureMessages, Predictive Intelligence, Social Media and Video Conferencing. We will show you how to leverage the advancements of soft switching, transformer, scripting and automated dispatching, web and mobile advancements, predictive intelligence and social media interaction to Transform and Grow your business.


2:15 PM - 2:45 PM

CAMX, ATSI Presentations | Salon ABC


2:45 PM - 3:00 PM

Break with Exhibitors | Grand Foyer


3:00 PM - 4:00 PM

Roundtables (Continued) | Salon ABC


4:00 PM - 5:00 PM

Future Directions Committee Presents: Open Discussion Session | Salon ABC

Jason Miller & Kevin Beale


7:00 PM - 10:00 PM

Amtelco Party | Bacardi Distillery

A shuttle will pick attendees up at 6:30 PM in the hotel lobby. The shuttle will bring attendees back to the hotel at 10:00 PM. Tours of the Bacardi facility will occur every half hour beginning at 7:30 PM with the last tour at 9:00 PM.


Tuesday, March 12

8:00 AM - 5:00 PM

Amtelco Demo Room | Yunque

〉〉 Learn More


8:00 AM - 9:00 AM

Registration / Exhibit Hall / Breakfast | Grand Foyer


9:00 AM - 10:00 AM

Breakout Sessions

Management: Employee Engagement Case Study: Creating a Strategic Vision WITH Your Whole Team, Sarah McVanel, Lina Cunningham | Salon A

In this session, learn how you too can create a compelling organization vision that EVERYONE can get behind through meaningful engagement. Extend Communication's Lina Cunningham and external expert Sarah McVanel will share the process they use for staff and leadership engagement that resulted in a compelling vision in less time and with more buy-in than traditional methods. Get ready to dive into a practical example of the employee experience revolution at work.

Operational: IS Reporting with SQL and Crystal Reports, Rob Beattie | Salon B

In this session I will discuss and share some of the customized reports our organization has created and use to take us to the next level with our clients!

Technical: High Availability Through Cloud Services, Patrick Labbett | Salon A

Explore how to architect, deploy, and manage web applications like Amtelco’s ISWeb and miTeamWeb in a highly-available cloud environment. Learn how to design and segment your application using industry standard security concepts and scale usage up and down based on demand.  Discover load balancers and how they can help you achieve higher availability during planned and unplanned maintenance. And finally, learn some of the tools used to automate deployment and management of servers and applications in the cloud!


10:00 AM - 10:15 AM

Break with Exhibitors | Grand Foyer


10:15 AM - 11:15 AM

Breakout Sessions

Management: Organizational Health, Julie Sparklin | Salon B

It's more than culture and employee engagement. Let's discuss how organizational health will improve every aspect of your company including your bottom line.

Operational: Legacy to Intelligent Series: One Year Later, Brian Doherty & Laurie Blow | Salon C

A highly anticipated follow-up to 2018’s presentation by Laurie Blow & Brian Doherty, designed to help guide you through transitioning from Legacy Infinity to IS.

Technical: Contact Dispatch Training, Deborah Anders & Rob Beattie | Salon A

A comprehensive look at Contact Based Dispatching: Join us to hear how our two offices made the journey, from programming to operations, and all the questions in between. Whether you are in the planning phases yourself or just curious as to how other offices did it, you don’t want to miss this session!


11:15 AM - 11:30 AM

Break with Exhibitors | Grand Foyer


11:30 AM - 12:30 PM

Breakout Sessions

Management: How to Get the Most Out of Your HyperTrack, Tifani Leal, Deborah Anders | Salon B

Did you know you have a wonderful onboarding, coaching, communication, and sales tool right at your fingertips? And it’s FREE with your NAEO membership!!!! e-Training is the ‘Go To’ in the digital age. Let’s explore the endless possibilities of your organization’s PRIVATE Learning Management System ‘HyperTrack’ (included in NAEO membership). We will discover how to upload “in-house” training content, find hidden gems in the PDC Library, assign updated client account information to all or select staff members, and run productive reports – all with a few key strokes!

Operational: What Top Call Center Key Performance Indicators Should You Be Measuring? (Double Session Part I), Joann Fusell | Salon C

I will be going over which KPI’s you should be measuring for your call center, and how to document each KPI so your team will understand the purpose for each one. We will look at what reports you can run from the Amtelco system to get your results.

Technical: Conversion to Genesis, Jamie Guidry, Marius Carciumaru, Theran Mossholder | Salon A

Join us for a chance to hear from three users with experience in converting to Genesis. We will share our experience and solutions to help guide others on their path. Bring along any questions you may have from servers to account programming.


12:30 PM - 1:30 PM

Lunch | Plazoleta


1:30 PM - 2:30 PM

Breakout Sessions

Management: Let's Talk About Financial Statements KPI's (Double Session Part II), Joann Fusell | Salon C

I will go over why it is important for you to determine your salary cap so you can achieve your required labor productivity to maintain your pretax profit. You will learn the forces of monitoring your cash flow and reaching your core capital target. The Second most important KPI is gross profit per labor dollar. I will go over how you calculate this for your direct labor and Management labor. I will go over which reports you should look at daily, weekly and monthly.

Operational: Promote or Hire: The Age Old Question, Doug Swift | Salon B

Join Doug for an interactive fireside chat (without the fireplace) on the pros and cons of promoting from within or hiring from without. You will discuss; recognizing, cultivating and harvesting talent from within; when to look outside the organization and what to look for; why most hires and promotions are set up to fail (managing expectations). Join us for an hour of sharing hiring/promoting successes and failures. This is not an exact science. It is a learned behaviour.

Technical: Open Source Software in the Contact Center, Jason Miller, Theran Mossholder, Kurt Vanderscheer | Salon A

Join us as we review open source and freeware library that can boost productivity and save your company money. We will review options for op audio, email, support ticketing, crm and instant messaging.


2:30 PM - 2:45 PM

Break with Exhibitors | Grand Foyer


2:45 PM - 3:45 PM

Breakout Sessions

Management: HiPAA Compliance Success for Your Call Center, Rob Van Buskirk | Salon C

You will come away with an understanding of how HIPAA compliance impacts your Call Center and have a deeper understanding of the 3 pillars to compliance success.

Operational: Hurry Slowly (Focusing vs. Multitasking), Jamey Hopper | Salon B

For years our industry has debated a seemingly simple question: 1 call or 3 call environment for the call center. That is just one of the many examples of focus vs. multitask that we confront daily in our industry. However, this session will move the debate beyond just the workplace. It is a subject that also must be confronted in our personal lives. There are times when we all multitask successfully. There are times when we multitask at our peril. This session will cover some of the key points you should consider when making the decision whether to multitask or to focus. It may sound like a dry topic, but I promise to include lots of stories and lots of fun.

Technical: Automation & Scripting to Increase Labor Efficiencies, Jaimie Guidry | Salon C

Tips and tricks for using Automation and Scripting options to help your operators increase efficiency.


3:45 PM - 4:00 PM

Break with Exhibitors | Grand Foyer


4:00 PM - 5:00 PM

Amtelco U Breakout Sessions

Management: Contracted Services, Brad Swift | Salon C

What opportunities do you have with contracted services? Learn here.

Operational: miSecureMessage & miTeamWeb, Colleen Curtin | Salon A

Live review of miSecureMessages & miTeamWeb: MSM 6.7, Apple Watch, Apple App, Android App, Contact Web, Admin Web

Technical: Scripting Opportunities, Alena Aiken & Jordan Beale | Salon B

Live review of scripting opportunities: General Script updates, Web service interactions, MergeComm scripting, Predictive Intelligence Scripting, Web Flowchart Scripting


Wednesday, March 13

8:00 AM - 1:30 PM

Amtelco Demo Room | Yunque

〉〉 Learn More


8:00 AM - 9:00 AM

Registration / Exhibit Hall / Breakfast | Grand Foyer


8:30 AM - 9:00 AM

Fuerza! True Hospitality in the Midst of Maria | Salon ABC

Mr. Michael Herrmann, InterContinental Hotels Group


9:00 AM - 10:30 AM

Amtelco Presents: Part 2 | Salon ABC

Kevin Beale, Pat Dye, Alena Aiken, Michael Quimby, Jordan Beale, Brad Swift, Colleen Curtin

AMTELCO Presents “Let’s Transform and Grow Together”. This will be a fun-filled live session with multiple presenters highlighting how each of you can leverage new opportunities to Transform and Grow your business with Genesis, Soft Agent, Transformer, Scripting, MergeComm, miTeamWeb, miSecureMessages, Predictive Intelligence, Social Media, and Video Conferencing. We will show you current opportunities as well as new developments currently in progress.


10:30 AM - 10:45 AM

Break with Exhibitors | Grand Foyer


10:45 AM - 11:15 AM

Annual General Meeting | Salon ABC


11:15 AM - 12:15 PM

Superior Agent Service Awards | Salon ABC


12:15 PM - 1:15 PM

Lunch & Closing Remarks | Salon ABC


1:15 PM - 1:30 PM

Break with Exhibitors | Grand Foyer


1:30 PM - 2:30 PM

Owners & Executives Forum | Salon ABC


 

Thank You, Preferred Vendors

Amtelco Star Telecom pulsar360 notifi-us

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    1000 Westgate Dr | Suite 252 | St. Paul, MN 55114
    Phone 800-809-6373 | Fax 800-809-6374 | Email management@naeo.org