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NAEO Now

Be Inspired
by Gary Blair


Featured Articles

A Christina Collins Kind of Girl
By Ashley Andersen

New NAEO Benefit Announced at Conference


Superior Agent Service Awards

Testimonial

Are You Participating in NAEO's SASA Program?
By Brian Doherty


Save These Dates!

2019 Annual Conference

Supervisor Workshop


Amtelco Annex

 

Filter and Handle Waits with the Hi-Res Waits List

Organize File Locations with IS Default File Paths


Be Inspired

by Gary Blair

"Spring shows what God can do with a drab and dirty world."

Virgil A. Kraft

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A Christina Collins Kind of Girl

by Ashley Andersen

I was the very proud recipient of the Christina Collins scholarship this year. This scholarship was founded in memory of Christina Collins by the NAEO Board of Directors. I have been told that Ms. Collins was a greatly respected lady in our industry and that she believed strongly in education. I used my award to go to the 2018 NAEO Conference in sunny Ft. Lauderdale, Florida. I was very pleased with my choice, as I was once again amazed by the content. It was great to see old friends but to also make some new ones.

On Sunday, my brain was stuffed to overflowing at the Advanced Technical Workshop taught by the lovely Taylor Fawks and the brilliant Mike Burkinishaw. I finally understood advanced expressions in a way that I have never been able to before. The workbooks as well as the instructors were entertaining and informative. I had pages and pages of notes to bring back and share with my fellow programmers.

Monday we were blown away by the keynote speaker, Gary Gzik. Two hours sounds like a long time to sit there and listen to someone speak but Gary had us riveted and excited to “Build a Kick Ass Company.” I learned a lot about motivation and examining what kind of supervisor I am. Two hours were not long enough!

Tuesday was full of terrific breakout sessions. I attended Eric Smith and Russell Scherker’s “How to Setup and Maintain Remote Operators.” This was a very informative session with lots of participation. I LOVE learning how others manage their centers and this was super fun to see how others manage their remote ops.

The next break out session was one that I actually hosted and let me tell you, if you ever have a chance to speak with Rob Beattie about IS Reporting, DO SO! This was my first time hosting a session, so taking notes while watching the room was an exercise in both observation and absorption.   

I also attended Open Source and Freeware Options for Your Call Center that was led by Jason Miller and Theran Mossholder. This session was teeming with attendees and none of us walked away disappointed. I have a huge list of software options for our call center, some of which we have already implemented.  

The next session, Go with the Flow, was absolutely amazing. I was taught how to save the universe, well at least my sanity, with flowcharts. Mike Burkinshaw made it fun with slides of Batman’s house and how to defeat the forces of evil. I never understood the use of flowcharting until now. I have already implemented this in my programming.

The final breakout session of the day was very eye opening on how to get ready for Genesis. Marius Carccimaru and Theran Mossholder had plenty of suggestions on how to prepare your center for it. I have my list made!

Our final day at conference was lovely, starting with Kevin Beale and Pat Dye giving us a peek at everything Amtelco is working on followed by the Annual General Meeting. There I received my award from Tifani and the rest of the Board. I am very proud of myself and extremely blessed to be a part of such a fantastic organization that provides these learning opportunities to grow and take my company to the next level. I encourage everyone to attend at least one of these conferences. You will not regret it (and you will not want to miss another one)!

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New NAEO Benefit

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SASA Testimonial

"As a first time attendee I was truly inspired. My experience was filled with memorable speakers, engaging seminars, great food and so much fun! My passion grew for this industry and my company Dexcomm. I hope to see y'all in San Juan!!!!"

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Are You Participating in NAEO's SASA Program?

By Brian Doherty, Crocker Communications

Having seen the award ceremony at this year’s conference, I knew right away my team needed to participate in the NAEO’s exciting Superior Agent Service Award program (SASA).

This program is the ideal kick starter for those of us who wish to push new agent driven initiatives and really drive home the cultural improvements that are so critical in todays workplace. Having revealed the program and its details to my staff, I could immediately see the excitement on their faces.

The chance to win a trip to conference at an awesome location? Absolutely!

NAEO has been on the sidelines for my operators until now. Typically, only our senior management and programming teams participate in NAEO events. I’d like to bring NAEO’s benefits to everyone on my team and the SASA Awards are the perfect place to start.

I encourage everyone to look at the program and consider signing up. You can do so by logging in to the NAEO website and registering here.

Deadline for applications is June 1st.

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Save the Date: Supervisor Workshop

July 24-26, 2018 | Las Vegas, Nevada

Featuring Donna West and Marla Duncan – Dealing with Caller Chaos

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Save the Date: 2019 Annual Conference

Don't miss our Annual Conference in San Juan, Puerto Rico taking place March 10-13, 2019! Check our website for more details coming soon.

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Amtelco Annex

 

All rights reserved © March 2018 | Contact: insider@amtelco.com 

Filter and Handle Waits with the Hi-Res Waits List

Organize File Locations with IS Default File Paths

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