1 National Amtelco Equipment Owners 2008 Annual Conference Xxiv Coaching a league of Champions February 3-6, 2008 The Westin Savannah Harbor Golf esort & Spa Savannah, Georgia
2 Xxiv Join us in Savannah! NAEO XXIV... Coaching a League of Champions is sure to be the title winner of all NAEO conferences to date! You will want to bring your entire team to the BIG GAME conference held at The Westin Savannah Harbor Golf esort & Spa in historic Savannah, Georgia. We are kicking off the entire event with our BIG GAME party held on Sunday evening. Join a few hundred of your closest NAEO friends to watch the American National Football League s Championship Game! Amtelco University will be on hand to present the latest tips and tricks of the industry to increase quality and productivity. Each quarter of the conference contains sessions for Technical players, Hospitals, Supervisors/Coaches & Team Owners. Our popular ound Table huddles are a great opportunity for sharing plays with other users. Sales, Marketing, How-to s and an entire day dedicated to Intelligent Series workshops will help your team reach its ultimate goals! Don t miss this opportunity to have a leg up on the competition and lead your players to the ultimate championship. I can t wait to see you all in Savannah! Cori Bartlett, Conference Chair The Westin Savannah Harbor Golf esort & Spa Located on exclusive Hutchinson Island, The Westin Savannah Harbor Golf esort & Spa overlooks the Savannah iver and the Historic District. Get away from the city and relax on the island, or take a brief 90-second water ferry ride to downtown Savannah to explore the historic restaurants, shops, and museums. Adjacent to the Savannah International Trade and Convention Center, the resort provides complete business services and recreational facilities. Test your skills on the championship golf course designed by Bob Cupp and Sam Snead, which proudly hosts the PGA TOU Champions Tour Liberty Mutual Legends of Golf Tournament. elax in the acclaimed Greenbrier Spa, or enjoy the outdoors on one of the four tennis courts, the 400-foot deepwater dock, or year-round outdoor heated pool. ich in History and Southern Hospitality Savannah is a uniquely historic gem nestled along the Southeast coast, complete with natural beauty and genuine Southern charm and hospitality. Savannah s rich history is strong from the restored cotton warehouses along the riverfront to the meticulously preserved antebellum mansions which line the pedestrian-friendly city streets. Visitors are sure to be astounded by the beauty and variety of downtown Savannah, which offers only the best of the South s dining, museums, shopping, and nightlife. 2 You are sure to feel welcomed by Georgia s First City, so take time to explore and discover the scenery and serenity that is Savannah!
3 What to Bring The late-winter weather of Savannah, Georgia is cool to mild (depending on which area of the world you are coming from). The average low for these dates is 40 Fahrenheit and the average high is 64 Fahrenheit. There is little rainfall to speak of this time of year; however, given the tradition of NAEO bringing unprecedented rain to a conference, I would strongly suggest bringing an umbrella. During the day, casual business attire is appropriate for attending sessions and lunches. Wear your favorite team jersey and your team spirit to our BIG GAME party on Sunday evening. Monday evening join Amtelco aboard the Georgia Queen for dinner and an evening sail on the Savannah iver! The vessel is enclosed and heated so just bring your party clothes! Tuesday evening is a night free to explore the charm and southern hospitality of Savannah. Bring some comfortable walking shoes to stroll the pedestrian-friendly City streets. Golfers will want to bring their clubs to test their skills at the PGA Tour Championship Golf Course designed by Bob Cupp and Sam Snead located on the property. Pack a bathing suit to enjoy the Jacuzzi and year-round heated pool. emember to bring plenty of business cards to share. A Conference schedule, nametag, resort map, directory of attendees, copy of the Annual eport, and session handouts will be provided to you at the Conference registration desk and throughout the Conference. Bring your laptop. Wireless internet connections are available for a small fee in all guest sleeping rooms. Keynote Speaker Vern Harnish, Gazelles, Inc. Verne is presently founder and CEO of Gazelles, Inc., which serves as an outsourced corporate university for mid-size firms. The Growth Guy columnist for several publications and a contributing editor for Fortune Small Business magazine, Verne is the author of Mastering the ockefeller Habits: What You Must Do to Increase the Value of Your Fast-Growth Firm, which was released in April, Named one of the Top 10 Minds in Small Business by Fortune Small Business Magazine, he appeared on the cover of the Dec/Jan 2002 issue of the magazine. Verne chairs the renowned Birthing of Giants entrepreneurship leadership program at MIT and the MIT/WEO Advanced Business Program. He also chaired for several years the leadership program for the Canada s prestigious Top 40 Under 40 program and is going into his fifth year leading an executive program in Malaysia entitled Taipan, the Making of Asian Giants. He s helping launch a similar program in Ireland in
4 Xxiv Conference Schedule Sunday, February 3 4 1:00-4:00 p.m. 5:00-6:00 p.m. 6:00-10:00 p.m. Monday, February 4 8:30-9:00 a.m. 9:00-9:15 a.m. 9:15 a.m. - 12:00 p.m. Keynote Speaker: Verne Harnish 12:00-1:00 p.m. 1:00-2:30 p.m. Speaker: Kevin Beale 2:30-3:30 p.m. Speaker: Jody LaLuzerne Speaker: Thomas Parrotti Speakers: obin Bailey, Sharon Campbell, Marie McGuire (Moderator), Jonathan Pierce Amtelco University Get ready for your own Big Game with short 20 minute drop-in sessions. Drop in for 20 minutes or the entire time at Amtelco-U. Gary Kerner, Bill Curtin IV and Susan Kirkpatrick present the latest tips and tricks of the industry. Amtelco-U offers a unique seminar by Susan and Gary which will cover special techniques and tricks that can be used in Infinity and with IS to increase productivity and provide a higher level of service for clients. Come early to NAEO and learn some of the secrets of Infinity and IS. Welcome first time players By special invitation only, ookies will be asked to join the NAEO Board of Directors, and the Membership Committee to be welcomed to the Conference and teamed up with a Pro to be shown the Conference ropes. Pre-game warmup Say hello to fellow Conference attendees while cheering on your favorite team at our BIG GAME party. Show your TEAM SPIIT by coming dressed in it for an evening of fun, food and laughter. Breakfast & egistration Kick off our meeting More Business, More Life! It is always important to learn and network with your peers, but we often overlook benchmarking our companies against firms outside of our industry. Come spend a few hours with Verne Harnish, renowned thinker and business strategist, as he shares insights learned through his work with thousands of businesses. Verne has developed real world tools that you can put to use in your own business that will help you have more fun, less stress and a greater quality of life. This is a keynote you do not want to miss! Lunch Please join us as we honor those who stand out in our organization this year, as well as meet the candidates for our NAEO Board of Directors. Amtelco Presents The new innovations for...is, Intelligent Series 5.5 Break out session: Technical Play Equipment Maintenance: Tuning the Game Learn how to keep everything running in tiptop order! Basic maintenance in plain English. Break out session: Medical Leave Appointment Scheduling & eminders: Keeping Time Every appointment is important. From making the appointment to making sure it is kept. How can we provide this valuable service for our clients? Break out session: Managing the Team Dealing with Small Business Issues: Little Leagues Are you the owner, coach, team captain and water boy? unning a small business has its own challenges. Join others with similar issues to discuss the way to keep the team and the coach happy.
5 Conference Schedule 3:30-3:45 p.m. 3:45-4:30 p.m. Break Game Discussion (ound Tables) All about setting up remote ops (terminal server/security/firewalls) Client service & retention Setting up a Disaster Plan Billing strategies XLScheduler Autoconnect/Perfect Answer & the 1/2/3 call environment Call Distribution Let s talk eports Managing remote operators & remote offices Scheduling for your environment All forms of advertising/marketing Are you ready for IS? Making the sale VOIP set up and providers Setting up Emergency code procedures with Infinity Eve Joe Adam, ACT Teleservices Kelli Harrigan, Spectrum Communications Mike Shantz, Northern Communication Services, Inc. Colette Gobran, ACT Teleservices Teresa Barrington, Cal Johnson s Answering Service Dawn Newborn, Omni Communications Chuck Boyce, Brandywine Technology Mike Burkinshaw, Comm-Link Cheryl Tirrell, ACT Teleservices obert Donnelly, Medical Service Bureau, Inc. Marvin Cooper, American Telecenters, Inc. Jake Phillips, Appletree Answering Service Janet Livingston, Answer Center America, Inc. Clayton obinson, A-1 Answering Service Lana Solem, Fairview Health Services Bill Smith, AnswerOne 4:30-5:30 p.m. Speakers: Kelli Harrigan (Moderator), Tory Johnson, Janet Livingston, Lisa Olson Speakers: Desiree Bombenon, Dawn Newborn, Trisha Stenberg (Moderator) Speakers: Bo Brand, Marie McGuire, Pam Shaffer (Moderator) 7:00-10:00 p.m. Break out session: Managing the team Service/performance metrics: How are we doing? You cannot manage what you do not measure. This session will cover setting service metrics for your specific environment. Join the panel as they talk about what works for them. Break out session: Coaches Corner Operator Incentives & etention: Keeping the Team Happy Paying for performance. Does it promote stars or bench sitters? What levels are the ones for you? How do you know what to reward and what is an issue. Check out the ideas of this team. Break out session: Technical Play IS Scripting Philosophies: Planning the Play Do you set everything up the same? Is each client different? Do you code by color, font? Share your reasons why and listen to the ideas of others. Amtelco Sets Sail with the Pirates of Savannah Let s Party Me Hearties! Join Amtelco aboard the Georgia Queen! Board at Hotel Westin dock at 7:00 and cruise till 10:00 p.m. Disembark back at Westin hotel dock. Plenty of bread ( finest foods), grog (open bar), music (live band) and spectacular views of Savannah. Boat is heated and enclosed, so no worries about the weather and the river promises calm seas. Tuesday, February 5 8:30-9:00 a.m. Breakfast & egistration 5
6 Xxiv Conference Schedule 8:30-9:15 a.m. 9:00-9:15 a.m. 9:15-10:45 a.m. Speaker: Kevin Beale 9:15 a.m. - 12:00 p.m. 10:45-11:00 a.m. 11:00 a.m. - 12:00 p.m. Technical Assistance Available **There will be technical assistance available an hour before the workshop in the event there are connectivity issues. The workshop will start promptly at 9:15 a.m., so please have your test accounts ready, and test your connectivity, before the workshop actually begins. Announcements Amtelco Presents Special new features for Infinity 5.5, Voice Logger, VOIP, eal Time, ANI IS Basic Scripting Workshop So, the IS software is out of the box but you re having trouble getting started? Or maybe you ve gotten started but you d like to learn more about the esponse Elements and the Expression Builder? If the answer is yes, then this workshop is for you! oll up your sleeves and get ready to dig in! From flow charting to a final script, we ll take you through the design phase and the programming phase as well as the troubleshooting phase. We ll be building working scripts that demonstrate: Designer Info Pages; Various Inputs (W/Explanation of Properties); Buttons and Checkboxes; List Branching; Case Branching; Expression Builder; Screen Modes; Infinity Integration; and Linking Infinity Oncall Scheduler. In addition, we ll review valuable IS programming resources such as the IS listserv and Amtelco s Tech Helper. Prerequisites: This is a hands-on workshop. Please come prepared with your own laptop*, a connection to YOU system**, and the following account/directory setups: 1) An Infinity account to play with ; 2) If you re using Infinity OnCall Scheduler, please set up an Infinity OnCall Schedule directory assigned to the play account in #1 (Please make sure to have resources assigned to the directory and have those resources scheduled during the time of the workshop); 3) The exact name of the oncall directory used in #2 as well as the exact labels for each field in that directory. For troubleshooting purposes, it is advisable that you have access to your Oncall Scheduler Supervisor. *If you don t have your own laptop, consider buddying up with someone that does! Break Game Discussion (ound Tables) Parallel Seminar: IS Basic Scripting Workshop All about setting up remote ops (terminal server/security/firewalls) Client service & retention Setting up a Disaster Plan Billing strategies XLScheduler Autoconnect/Perfect Answer & the 1/2/3 call environment Call Distribution Let s talk eports Managing remote operators & remote offices Scheduling for your environment All forms of advertising/marketing Are you ready for IS? Making the sale VOIP set up and providers Added responsibilities in hospitals (nurse call, dispatch for escorts, alarms) 6 Service Discount test Jason Lumbruno, ACT Teleservices obin Bailey, DCAS Mike Shantz, Northern Communication Services, Inc. Bill Smith, AnswerOne Susan Hiley, Alliance Communication Center Holly Davis, Tele-Serv & My eceptionist Amy Kritzman, American MediConnect Mike Burkinshaw, Comm-Link Colette Gobran, ACT Teleservices Debra Wohlt, Monroe Telephone Answering Services, Inc. obert Donnelly, Medical Service Bureau, Inc. Joe Adam, ACT Teleservices Gary Pudles, AnswerNet Network Chuck Boyce, Brandywine Technology Mary Schiller, East Carolina U Brody School of Medicine Jake Phillips, Appletree Answering Service
7 Conference Schedule 12:00-1:00 p.m. 1:00-2:00 p.m. Speaker: Jody LaLuzerne Speakers: Desiree Bombenon, Amy Kritzman, Judi Lathan (Moderator) Speakers: Joe Adam (Moderator), Mike Burkinshaw, Joe Miller, Doug Swift Lunch Break out session: Technical play Equipment upgrades & pro-active replacement: Keeping the game tuned Pro-active maintenance and replacement. How to help prevent that two AM drive fail. Break out session: Coaches Corner Conducting Interviews: From application to hire The interview process from start to finish, how to get them and check them out. How much time to invest. How to get the best results. Break out session: Managing the team Survival Management: Points to consider Join the panel as they discuss how to grow from a small-medium business to a large-small business. Work on your business, not in it. Plan for continuation of your business, if you are out of the picture. Develop the infrastructure to ensure business continuation, about 3-deep management, and management survivability. 1:00-3:15 p.m. 2:00-2:15 p.m. 2:15-3:15 p.m. IS Advanced Workshop Have you been scripting for awhile and want to take your scripts to another level using SQL databases and stored procedures? Want to learn more about shared fields and formatting properties? Does a customer have a website they d like you to post data to? Bring your questions and your special programming needs and brainstorm with an exceptional group of IS programmers who like to think outside the input box! Some of the subjects discussed during this advanced workshop are: IS Dispatching; Using SQL Procedures; Posting IS script data to a form within a web page; Shared Fields; Formatting Properties; Diagnostics; and more. Prerequisites: Basic IS scripting knowledge. Although we won t necessarily be building a script from the ground up, you may want to consider bringing your laptop and a connection to your system so you can share special programming needs (or show off creative scripting that you ve developed). Break Game Discussion (ound Tables) All about setting up remote ops (terminal server/security/firewalls) Client service & retention Setting up a Disaster Plan Billing strategies XLScheduler Autoconnect/Perfect Answer & the 1/2/3 call environment Call Distribution Let s talk eports Managing remote operators & remote offices Scheduling for your environment All forms of advertising/marketing Are you ready for IS? Making the sale VOIP set up and providers Physician eferral Challenges faced by multi-sites Cheryl Tirrell, ACT Teleservices Gail ussell, Salina egional Health Center on Waine, TigerTel/UT Celia Case, Southwest Call Center of L.A., Inc. Susan Hiley, Alliance Communications Center Trisha Stenburg, Time Communications Amy Kritzman, American MediConnect TBA Tory Johnson, ACT Teleservices Gail ussell, Salina egional Health Center Gary Pudles, AnswerNet Network Joe Adam, ACT Teleservices Bill Smith, AnswerOne Chuck Boyce, Brandywine Technology TBA Joe Miller, Call Experts Parallel Seminar: IS Advanced Workshop 7
8 Xxiv Conference Schedule 3:15-5:30 p.m. NAEO Business Meeting All NAEO members are invited to join the NAEO Board of Directors lead by Head Coach and President, Mr. Jim Wagner, to be debriefed on the year in review through the Annual eport. The financial health of NAEO will discussed, a highlight of the year s accomplishments will be reviewed and an overview of the direction of the future will be given. Ballots for NAEO the Board of Directors will be distributed and election results will be announced. Wednesday, February 6 8:30-9:00 a.m. 8:45-9:45 a.m. 9:45-10:45 a.m. Speakers: Lisa Olson, Thomas Parrotti (Moderator), Mary Schiller Speakers: Sharon Campbell, Maryann Wetmore Speaker: Matthew Crocker 10:45-11:00 a.m. 11:00 a.m. - 12:00 p.m. Breakfast & egistration Breakfast of champions: Talk with the team Wish list: What tops your line up? Interactive discussion with Amtelco about the items that interest you. Break out session: Medical Leave Prescription renewal: Giving them the slip Adding services is always a benefit. Find out how these facilities have added value for their clients by providing a prescription renewal service. Break out session: Coaches Corner Basic Training camp: Get them started right! The session will discuss bringing in those first time players and getting them up to speed with the rest of the team. What are the basics needed for the new trainee? Break out session: Technical Play The Future of Call Center Telephony: Planning future plays Telecom/VOIP forum Break Game Discussion (ound Tables) 8 All about setting up remote ops (terminal server/security/firewalls) Client service & retention Setting up a Disaster Plan Billing strategies XLScheduler Autoconnect/Perfect Answer & the 1/2/3 call environment Call Distribution Let s talk eports Managing remote operators & remote offices Scheduling for your environment All forms of advertising/marketing Are you ready for IS? Making the sale VOIP set up and providers Using IS in Hospitals Challenges faced by small companies Jake Phillips, Appletree Answering Service Joe Pores, Call 4 Health on Waine, TigerTel/UT Jamey Hopper, Dexcomm Mary Anne Straw, TigerTel/UT Judi Lathan, University Health Care Systems Chuck Boyce, Brandywine Technology TBA Joe Miller, Call Experts Annie Clark, Call 4 Health Bill Smith, AnswerOne Joe Adam, ACT Teleservices Gary Pudles, AnswerNet Network Clayton obinson, A-1 Answering Service TBA Jonathan Pierce, The Prestige Corporation Group
9 Conference Schedule 12:00-1:00 p.m. Speaker: Thomas Parrotti Speakers: Jake Phillips, Pam Shaffer (Moderator) Speakers: Sharon Campbell, Maryann Wetmore 1:00-2:00 p.m. Break out session: Medical leave ed Alert: Clear the stands When many people need to be contacted in a flash, are you ready? Check out the ed Alert system and how it is used in a call center. Break out session: Technical play IS dispatch: pitfalls and successes! What if there s a special or status that is meant to over-ride the OCS? What if there s a problem with the OCS entry... like no entry at all? Take a look at the problems, but also the great successes of this play. Break out session: Coaches corner Continual training for Quality: Keeping the players fresh How can we make sure our players are doing the best job, and have the best training for the job? Keep them fresh, track their progress, and coach them when needed. Final Touchdown Let s do one final huddle to recap our Championship conference! Don t miss our closing luncheon reception as we look back at our conference in pictures. Many drawing prizes will awarded. You must be present to win! Conference Scholarships A limited number of conference scholarships are available. Please download the scholarship application at or call or with questions. Applications are due by January 7, Conference Speakers Joe Adam, ACT Teleservices Joe joined ACT Teleservices in January 2006 with over 10 years experience in Call Center Operations and hospital based Answering Services. He also serves on the Board of Directors for NAEO and serves as Technical Chair. obin Bailey, DCAS DCAS has been in business since It is a family-owned business. obin is a Certified Public Accountant and has been running DCAS with the help of her staff since Desiree Bombenon, PDL Contact Centres Desiree is the president and COO of PDL contact centres she has 18 years with the contact centre industry and is a certified call centre strategic leader. PDL has been in business for 25 years providing award winning solutions globally. PDL prides itself on innovative solutions for its customers, and its involvement in community and charitable projects. Bo Brand, Time Communications Mike Burkinshaw, Comm-Link Mike is Managing Director of Comm-Link, a call center based in Mansfield, England. He s been an Infinity user since 1998 and his center has since grown to 18 stations. As a business, Comm-Link has focused on staff relationships. Sharon Campbell, Cal Johnson s Answering Service Cal Johnson s Answering Service was founded in Currently, Cal Johnson s has clients in approximately 25 states and has the goal to serve clients in every state. Matthew Crocker, Crocker Communications, Inc. Kelli Harrigan, Spectrum Communications Kelli s history with Spectrum began in 1983 and runs the gamut from working as a Telephone Service epresentative on all of the various shifts, bookkeeping, billing, team leader/supervisor, customer service, scheduling, even a little sales. Now her time is spent mostly on handling technical needs and working with major accounts as Vice President of Operations. Tory Johnson, ACT Teleservices Tory was introduced to the industry in June, 1997 when she began working for ACT Teleservices as a Telephone Operator. She quickly moved up to Administrative Assistant/Customer Advocate, where she performed all billing functions, account collections, customer service and all new account programming. She was then promoted to Operations Trainer/Coach and later promoted to Operations Manager in March of Amy Kritzman, American MediConnect American MediConnect has been serving medical customers large and small since Amy has been a part of the organization since Having come from big companies, she has had 9
10 Xxiv Conference Speakers some incredible opportunities to learn about management and hiring from some amazing speakers and teachers and is always pleased to share ideas and learn from others in this diverse organization. Jody LaLuzerne, Amtelco Jody LaLuzerne, Service Supervisor of Amtelco, began working there in October, Upon graduation, he started working in Amtelco s Final Assembly and Testing (FAT) area, as well as with Project Management. Judi Lathan, University Health Care Systems Judi is the Manager of the Call Center and Physician Locator Service. She has worked for University Health Care System for 20 years. University Health Care System has won the Hospital of Choice for the last 9 consecutive years! She is a proud employee of an organization that continues to be a leader in so many ways. Janet Livingston, Answer Center America, Inc. Janet is the founder of Answer Center America, Inc., which began as Total Quality Communication in She is a supporter of improving the teleservice industry s continuing education of our management, agents and the people who run our companies as well as education that will better equip us to use all the features and software made available to us by Amtelco. Marie McGuire, AnswerTel of Athens, Inc. General Manager Marie McGuire started with AnswerTel in 1986 as a part-time, 3rd shift operator and has been general manager for 15 years. This experience has helped her make decisions from all aspects of the company instead of from only the business aspect. AnswerTel was named North Alabama Better Business Bureau s 2006 Torch Award ecipient for Marketplace Ethics in the small business division. Joe Miller, Call Experts Joe Miller operated Checkpoint Communications for 23 years before joining forces with NAEO Past President Mike Leibowitz in 2006 to blend his business into Call Experts. Joe has served as an NAEO board member since 2002 and has had the privilege of serving as the association s president for Joe s experience with different generations of Amtelco equipment is surpassed by few, having been an early adopter of today s Infinity-like product, PCMX. Joe started with cord boards, mitey-mites, multi-mites, VCF 400, PCMX and has evolved into making wide use of the IS generation of products. Dawn Newborn, Omni Communications Dawn is the vice president for Omni Communications. She started her career with the answering service in Her experience over the years includes negotiating with Telco s, implementing new scheduling procedures, all aspects of technical needs/repair, managing the staff, making upgrade purchases and implementation of products; sales and pricing of product and product quality control. Her passion is seeing others achieve their dreams. Lisa Olson, NotifyMD Lisa began her career in Answering Service/Call Center Management in the era of cord boards when she joined Western Union International and now holds the position of National Account Service Manager for NotifyMD. A 20+ year veteran of the answering service/call center industry, Lisa has worked for a number of wireless carriers such as Skytel and Celluar One where she held the positions focusing on Customer Services. Thomas Parrotti, Bassett Healthcare Thomas has been in the Telecommunication industry as an Operations Manager and Director for 12 years 6 years in the private sector and 6 years at a healthcare institution. He has many years of executive level management and has developed municipal service contracts for a nontelecommunications industry. Jake Phillips, Appletree Answering Service Jake is currently the Call Center IT Manager for Appletree Answering Service, overseeing the Infinity systems and the Quintum VOIP network. Jake has been in the industry since 1992, starting out in Minneapolis, MN. Throughout those 15 years, he has primarily been on Amtelco systems, including PCMX, Eve and Infinity. Jake is an active participant in NAEO as part of the Technical Committee. Jonathan Pierce, The Prestige Corporation Group Pam Shaffer, Call Experts/Checkpoint Pam has been with Checkpoint for 15 years and is currently the IT Manager. Pam has helped to establish and maintain several Amtelco systems such as PCMX, Infinity, and IS. She s also part of the Amtelco IS Beta team and is the Webinar Coordinator for the NAEO Education Committee. Mary Schiller, East Carolina University Brody School of Medicine Mary is the Brody School of Medicine Contact Center Supervisor. She has been in her position for the past six years, and was integral in building her organization from the ground up. Her position is very dynamic, and includes all operations and support, as well as ongoing growth of her organization. For the past two years, Mary has enjoyed serving on the NAEO Membership Committee. Trisha Stenberg, Time Communications Trisha Stenberg is the President of Time Communications in St. Paul, MN. She has been part of their staff for over 11 years, starting as a Telephone epresentative, working her way up to programming accounts and technical support, among other positions, then spending over 5 years as the Director of Client Services until she received a promotion to President. Trisha is on the NAEO Board of Directors and sits on several committees. Doug Swift, TigerTel/UT Doug, President and CEO of TigerTel, has been involved in the Message Centre/Call Centre industry for more than 25 years. In May of 2001, Doug and a group of investors bought the call centre assets of TigerTel from AT&T and formed TigerTel Communications Inc. Today, TigerTel is the largest company, of its kind in Canada, with 13 offices, stretching from coast to coast. Maryann Wetmore, Network One Communications Maryann is the President and CEO of Network One Communications. ecognized as a creative salesperson and marketer, Maryann has shared her theories and practices as a presenter during various NAEO, regional and national telemessaging meetings across the country. She has been a published author on marketing and public relations issues, as well as being recognized by NAEO as Member of the Year and Writer of the Year. 10
11 NAEO Conference egistration One person per registrtation. Please photocopy for additional registrants or register online at Name Title Company Address City State Zip Phone Fax Website Is this your first NAEO Conference? q Yes q No Do you have special dietary needs? q Kosher q Vegetarian q Other q Yes, I plan to attend the IS Advanced Workshop on Tuesday. Fees (to receive the multi-attendee discount, please submit all completed forms with full payment together) 1-3 People Early (on or before 1/4) Late (after 1/4) Members q $530 q $600 Non-members q $730 q $ People Early (on or before 1/4) Late (after 1/4) Members q $505 q $575 Non-members q $725 q $ People Early (on or before 1/4) Late (after 1/4) Members q $475 q $545 Non-members q $675 q $745 Additional Tickets (for family and friends NOT attending the conference) q Sunday Opening eception $65/ticket Name(s) q Monday Luncheon $40/ticket Name(s) q Tuesday Luncheon $40/ticket Name(s) q Wednesday Luncheon $40/ticket Name(s) TOTAL Payment Information q Check (made payable to NAEO) q Visa q Mastercard Credit Card # Exp. Date Cardholder Name (print) Phone 3-digit security # Signature Mail form with payment to: NAEO, 1000 Westgate Drive, Suite 252 St. Paul, MN or fax to or initials date CK/CC amt. paid bal. due Coaching a league of Champions (For office use only) fin. February 3-6, 2008 Westin Savannah Golf esort & Spa Savannah, Georgia Merchandise NAEO is offering some great conference merchandise to commemorate the 2008 Annual Conference and to promote user group, NAEO. You can order shirts that can be picked up at the conference by including them on your order form. A limited number of extra shirts will be available onsite. Women s Polo $35 (ed) q XS q S q M q L q XL Men s Polo $30 (Yellow) q XS q S q M q L q XL q XXL q 3XL q 4XL q 5XL Windshirt $40 (Navy blue) q XS q S q M q L q XL q XXL q 3XL q 4XL Be a Buddy! The NAEO Membership Committee is looking for volunteers who will be attending the conference and are willing to serve as a buddy for first-time conference attendees. This provides a great way to get to know a newer member and to introduce them to the unique people and culture that makes the NAEO Annual Conference special. As a bonus, buddies get to attend the first-timer reception, complete with extra food and drinks, in order to get to know their first-timer and begin to introduce them to other members. q Yes, I am interested in being a buddy. Cancellation Policy: Full refunds, minus a $35 administrative charge, will be given if a written cancellation is received by January 4, After this date, all requests for registration fee refunds are subject to approval by the NAEO President. Notice of cancellation must be faxed to the NAEO Office at Substitutions for a registrant are allowable up to 7 days prior to the first day of the conference. No shows will not receive a refund. Questions? Call NAEO at or Visit for details. 11