Connections Magazine News and Information
Connections Magazine News and Information
2012 PACE / ATA Awards
At the recent 2012 Annual PACE (ATA) convention and expo, the following awards were given:
Foundation Award: Laurie Alm, South Central Chapter PresidentConnections Magazine congratulates all these PACE (ATA) award winners.
Employee Strategy Award: Incept
Making a Difference Awards:
• Outstanding Corporate Citizens: Defender Direct, Etech, and Incept
• Outstanding Philanthropic Chapter Award: New York Metro Chapter
• Spirit of Philanthropy, Individual award: David Lindsey, Defender Direct
Vendor Excellence Award: The Allant Group
Technovation Award for Service: NobelBiz
Technovation Award for Product: CallAssistant
Best of Show: Five 9, PowerNet Global, Relevate, and Sivox
Pioneer Award: Lisa DeFalco, TPG TeleManagement, Inc.
Fulcrum Award: Angela Garfinkel, Midwest Chapter, Quality Contact Solutions
Partners in Progress Award: PossibleNow, Five9, NobelBiz, Defender Direct, EPIC Connections, and iPacesetters
Chapter Recruitment Awards: Q1: South Central Chapter, Q2: New York Metro Chapter, Q3: Midwest Chapter, Q4: Southeastern Chapter
ATA Becomes PACE: The Professional Association for Customer Engagement
The American Teleservices Association (ATA) announced it has rebranded itself as the Professional Association for Customer Engagement (PACE). The association also revealed what it calls “Partners in Progress,” key relationships with member companies that “recognize the value of pursuing and supporting true customer engagement.” The current Partners in Progress are PossibleNow, Five9, NobelBiz, Defender Direct, EPIC Connections, and iPacesetters.
The 30-year-old trade association, described as “the only non-profit trade organization dedicated exclusively to the advancement of companies that utilize contact centers as an integral channel of operations,” is getting a facelift to more accurately reflect the evolution of the industry and the leadership the association provides.
"As social media and cloud-based technologies radically transform customer expectations, we feel that customer engagement is a much better term to describe the evolution of the communications and business interactions that will support our customers," commented Phil Grudzinski, CEO of PACE. "The digital transformation that broadband and other internet technologies have provided has forever changed the way we all interact with our customers and with a broader agenda, our association is now uniquely positioned to proactively face the future, multi-channel, challenges of engaging consumers."
The 30-year-old trade association, described as “the only non-profit trade organization dedicated exclusively to the advancement of companies that utilize contact centers as an integral channel of operations,” is getting a facelift to more accurately reflect the evolution of the industry and the leadership the association provides.
"As social media and cloud-based technologies radically transform customer expectations, we feel that customer engagement is a much better term to describe the evolution of the communications and business interactions that will support our customers," commented Phil Grudzinski, CEO of PACE. "The digital transformation that broadband and other internet technologies have provided has forever changed the way we all interact with our customers and with a broader agenda, our association is now uniquely positioned to proactively face the future, multi-channel, challenges of engaging consumers."
Synergy Solutions Appoints Christa Heibel as Chief Operating Officer
Synergy Solutions, Inc., a provider of outsourced customer contact solutions, announced the appointment of Christa Heibel as Chief Operating Officer. Heibel will join Synergy’s founder and President Lori Fentem as the company continues growing its contact center operations in the United States. Under Heibel's leadership, Synergy will continue to service its clients while working to offer a wider array of services.
"I am personally thrilled that Christa has joined our Synergy team," said Fentem. "She brings a wealth of experience, creativity, and energy that will allow us to continue to deliver superior service to our clients, while also expanding our value delivery and growing our company."
Heibel has 25 years of experience within the customer contact industry, including sales, marketing, operational leadership, project management, and corporate governance. She has worked with Synergy in several business ventures over the past decade. "I am so thrilled to work with this group of really smart and dedicated people," said Heibel. "My task here is to continue to lead this dedicated group into the next phase of growth."
"I am personally thrilled that Christa has joined our Synergy team," said Fentem. "She brings a wealth of experience, creativity, and energy that will allow us to continue to deliver superior service to our clients, while also expanding our value delivery and growing our company."
Heibel has 25 years of experience within the customer contact industry, including sales, marketing, operational leadership, project management, and corporate governance. She has worked with Synergy in several business ventures over the past decade. "I am so thrilled to work with this group of really smart and dedicated people," said Heibel. "My task here is to continue to lead this dedicated group into the next phase of growth."
Call Center Week’s Exhibit Hall Pass
IQPC introduces Exhibit Hall, Call Center Week’s free all access area for center insiders, taking place June 4-8, 2012 at Caesar’s Palace, Las Vegas. The 13th Annual Call Center Week offers unlimited and free access to Call Center Week Exhibit Hall.
Exhibit Hall allows visitors to get insight from exhibitors on the newest trends and technologies in the call center world, which can be witnessed firsthand in Live Demo Drives. In addition, Exhibit Hall provides networking opportunities with industry insiders and speakers at the Brilliance Bar on the Exhibit Floor and access to the Customer Management IQ member Wi-Fi lounge.
Call Center Week provides visitors with the tools and insights needed to execute innovation in a multi-channel environment. The 13th edition of Call Center Week, from Caesar's Palace in Las Vegas, NV, June 4-8, will focus on customer experience's rise from a mere "call center challenge" into a organization-wide business objective with solidified support at the C-level. As a result of the new emphasis on maximizing the value of call center interactions, the 13th Annual Call Center Week, expands upon last year's investigation into the rise of the multi-channel contact center, determining how to best drive strategic relationships from all customer touch points.
Register for a free expo pass or learn more at www.callcenterweek.com, 800-882-8684, or info@iqpc.com.
Exhibit Hall allows visitors to get insight from exhibitors on the newest trends and technologies in the call center world, which can be witnessed firsthand in Live Demo Drives. In addition, Exhibit Hall provides networking opportunities with industry insiders and speakers at the Brilliance Bar on the Exhibit Floor and access to the Customer Management IQ member Wi-Fi lounge.
Call Center Week provides visitors with the tools and insights needed to execute innovation in a multi-channel environment. The 13th edition of Call Center Week, from Caesar's Palace in Las Vegas, NV, June 4-8, will focus on customer experience's rise from a mere "call center challenge" into a organization-wide business objective with solidified support at the C-level. As a result of the new emphasis on maximizing the value of call center interactions, the 13th Annual Call Center Week, expands upon last year's investigation into the rise of the multi-channel contact center, determining how to best drive strategic relationships from all customer touch points.
Register for a free expo pass or learn more at www.callcenterweek.com, 800-882-8684, or info@iqpc.com.
Professional Teledata Introduces PInnacle Sentry
Professional Teledata added a new feature option to their lineup of technology solutions. PInnacle Sentry is an add-on enhancement that allows video monitoring to be integrated into the existing stream of incoming events, allowing call centers to participate in the “VSaaS” Video Surveillance as a Service market.
Pat Kalik, president of Professional Teledata, stated, “the idea of integrating video surveillance into the mix of events has been previously unattainable.” Traditional video monitoring has been limited to having a guard physically monitor cameras on closed circuit systems. Professional Teledata altered the landscape of managing video surveillance through the integration of external monitoring devices with its software technology. The end result is an improved and more efficient call agent, one that can successfully monitor and administer potential issues through the use of a prompted software system.
"By adding this new feature, end users will be eager to tackle new horizons and increase productivity by leveraging their existing PInnacle investment and staff that already knows how to use it," said Jim Graham, vice president of Professional Teledata.
In other news, during the PINetwork's Annual Conference, Ken Goldenberg, vice president of Direct Line TeleResponse in Berkeley, California, was presented with the Allen Kalik award. It was presented by Charlie Crown of Towne Answering Service.
The Allen Kalik award was implemented in 2011 after the passing of Professional Teledata president Allen Kalik. Honoring Allen for his contributions to the telecommunications industry and the PINetwork Group, this award recognizes individuals whose unselfish dedication and leadership have led to the advancement of the PINetwork Group.
"Ken Goldenberg couldn't be more of a perfect fit for this award," said president, Pat Kalik. "I know Allen would be proud."
Pat Kalik, president of Professional Teledata, stated, “the idea of integrating video surveillance into the mix of events has been previously unattainable.” Traditional video monitoring has been limited to having a guard physically monitor cameras on closed circuit systems. Professional Teledata altered the landscape of managing video surveillance through the integration of external monitoring devices with its software technology. The end result is an improved and more efficient call agent, one that can successfully monitor and administer potential issues through the use of a prompted software system.
"By adding this new feature, end users will be eager to tackle new horizons and increase productivity by leveraging their existing PInnacle investment and staff that already knows how to use it," said Jim Graham, vice president of Professional Teledata.
In other news, during the PINetwork's Annual Conference, Ken Goldenberg, vice president of Direct Line TeleResponse in Berkeley, California, was presented with the Allen Kalik award. It was presented by Charlie Crown of Towne Answering Service.
The Allen Kalik award was implemented in 2011 after the passing of Professional Teledata president Allen Kalik. Honoring Allen for his contributions to the telecommunications industry and the PINetwork Group, this award recognizes individuals whose unselfish dedication and leadership have led to the advancement of the PINetwork Group.
"Ken Goldenberg couldn't be more of a perfect fit for this award," said president, Pat Kalik. "I know Allen would be proud."
Alston Tascom Announces New SoftSwitch
Alston Tascom announced the newest SoftSwitch. ADAM, the Alston Developed Asterisk Machine, is the brainchild of the Alston Tascom open source team. ADAM will provide call centers with a SoftSwitch and office PBX, and it accommodates TDM, SIP, fax, remote office, remote agents, and any combination of tools for a call center and office. The redundant design of ADAM has the call center in mind, to keep all calls answered all the time.
In other news, Alston Tascom announced the newest member of their team, Julio Roman. He is in the customer service department and is assigned to field installation of Alston Tascom’s Evolution system featuring ADAM.
"I am excited to welcome Julio to the Alston Tascom team," said Wayne Scaggs, president of Alston Tascom. "And we look forward to the contributions he will make in serving our customers." Julio is a Marine veteran who was stationed in Romania and is still in the Marine reserves. Julio comes to Alston Tascom with Marine discipline and a wealth of knowledge in networking.
In other news, Alston Tascom announced the newest member of their team, Julio Roman. He is in the customer service department and is assigned to field installation of Alston Tascom’s Evolution system featuring ADAM.
"I am excited to welcome Julio to the Alston Tascom team," said Wayne Scaggs, president of Alston Tascom. "And we look forward to the contributions he will make in serving our customers." Julio is a Marine veteran who was stationed in Romania and is still in the Marine reserves. Julio comes to Alston Tascom with Marine discipline and a wealth of knowledge in networking.
Amtelco IS Appointments Updates
The Intelligent Series (IS) appointments feature has been redesigned for easier appointment scheduling from IS supervisor, Infinity telephone agent, soft agent, and the IS Web. The redesigned interface features improved viewing, easier scheduling, simpler programming, and advanced script integration. These improvements serve to reduce labor costs and training time.
The new IS appointments interface includes a filter for viewing appointments by service. Services are the types of appointments that can be scheduled. The text color and background color of each service is user-configurable, making it easy to distinguish one type of appointment from another. Additionally, new IS response elements enable appointments to be scheduled from intelligent messaging scripts without having to open the appointment schedule.
In other news, Amtelco introduced miReminders, a cloud-based appointment reminder system that provides automated appointment reminder and notification services without agent involvement. Notification campaigns using miReminders can be predefined and scheduled for delivery at a later time or immediately, to any number of individuals.
The miReminders automated appointment reminder system combines preprogrammed automated call dialing with text-to-speech translation and Web accessibility to quickly contact the appropriate individuals. The individuals contacted can confirm that they have been notified.
The miReminders system issues notifications via telephone calls using text-to-speech telephone scripts driven by an integrated voice response (IVR) engine with a library of more than 10,000 professionally recorded names. Optional email messages and SMS text messaging are available, as is the ability to issue reminders in Mexican Spanish and Canadian French in addition to English.
Amtelco offers the Web-based miReminders appointment reminder system as both a subscription service through Amtelco’s hosted services division and as a turnkey installation on the customer's premises.
For more information contact Amtelco at 800-356-9148, miappointments.com, mireminders.com, or info@amtelco.com.
The new IS appointments interface includes a filter for viewing appointments by service. Services are the types of appointments that can be scheduled. The text color and background color of each service is user-configurable, making it easy to distinguish one type of appointment from another. Additionally, new IS response elements enable appointments to be scheduled from intelligent messaging scripts without having to open the appointment schedule.
In other news, Amtelco introduced miReminders, a cloud-based appointment reminder system that provides automated appointment reminder and notification services without agent involvement. Notification campaigns using miReminders can be predefined and scheduled for delivery at a later time or immediately, to any number of individuals.
The miReminders automated appointment reminder system combines preprogrammed automated call dialing with text-to-speech translation and Web accessibility to quickly contact the appropriate individuals. The individuals contacted can confirm that they have been notified.
The miReminders system issues notifications via telephone calls using text-to-speech telephone scripts driven by an integrated voice response (IVR) engine with a library of more than 10,000 professionally recorded names. Optional email messages and SMS text messaging are available, as is the ability to issue reminders in Mexican Spanish and Canadian French in addition to English.
Amtelco offers the Web-based miReminders appointment reminder system as both a subscription service through Amtelco’s hosted services division and as a turnkey installation on the customer's premises.
For more information contact Amtelco at 800-356-9148, miappointments.com, mireminders.com, or info@amtelco.com.
Read the May 2012 issue of Connections Magazine
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Connections Magazine is proudly published by Peter DeHaan Publishing Inc. The paperless distribution is made possible by CAM-X.
At Home Strategies for Success Workshops
At Home Strategies for Success Workshops:
June 26-27, 2012For more information: www.customercontactstrategies.com/at-homeworkshop
Sheraton City Centre,Toronto, ON
July 4-5, 2012
London, UK
July 26-27, 2012
Boston, MA
August 23-24, 2012
Denver, CO
November 7-8, 2012
Laguna Beach, CA
Amtelco Announces New VPs
Tom Curtin, president of Amtelco, announced the promotion of Pam Hinz, Mike Friedel, Greg Beale, and Kevin Beale to officers of the corporation, carrying the title of vice president for their respective areas.
The new officer titles are:
• Pamela Hinz: VP Finance & Human Resources
• Greg Beale: VP Customer Operations
• Kevin Beale: VP Research & Development, Software
• Michael Friedel: VP Sales, 1Call Division.
Tom Curtin said, “This is great news for all of us and the future of Amtelco as we strive to grow and continue our tradition of innovation and industry leadership for decades to come.”
The new officer titles are:
• Pamela Hinz: VP Finance & Human Resources
• Greg Beale: VP Customer Operations
• Kevin Beale: VP Research & Development, Software
• Michael Friedel: VP Sales, 1Call Division.
Tom Curtin said, “This is great news for all of us and the future of Amtelco as we strive to grow and continue our tradition of innovation and industry leadership for decades to come.”
Focus Telecommunications Turns 25
Focus Telecommunications, Inc. is celebrating its 25th Anniversary this year. Incorporated on April 6, 1987, the family run company has grown over the past 25 years into one of the leading call centers in North America. Focus has earned over 40 awards for excellence during its 25 years and has helped to educate the industry by creating several training videos that have been sold though out the world.
"Our Focus Family is the beating heart of this organization. I can’t imagine life without them! And we would never have made it to this milestone without our valued clients," stated Focus president, Donna West. "Our commitment to one hundred customer satisfaction is the reason why we are here, and we have dedicated our company to extraordinary customer service for the next 25 years."
"Our Focus Family is the beating heart of this organization. I can’t imagine life without them! And we would never have made it to this milestone without our valued clients," stated Focus president, Donna West. "Our commitment to one hundred customer satisfaction is the reason why we are here, and we have dedicated our company to extraordinary customer service for the next 25 years."
Hays Affinity Adds Enhancements to Professional Liability Program
Hays Affinity and the Association of Teleservices International (ATSI), announced two new coverage enhancements to the ATSI Professional Liability Insurance Program. Effective April 1, 2012, when ATSI members purchase the Professional Liability policy, coverage will automatically include Cyber Liability ($100,000 sub-limit). The new policy will also include third party HIPAA/HITECH claims and HIPAA/HITECH fines and penalties ($50,000/$100,000) coverage. For members that require higher limits of cyber liability, they will be able to purchase up to $1,000,000 limit of liability for a nominal additional premium.
The cyber liability enhancement will provide protection for claims alleging breach of network security, customer notification, and regulatory fines and penalties for violations of systems breach and privacy regulations as they pertain to the HIPAA/HITECH Acts.
In addition to the new cyber liability coverage, Hays has negotiated the addition of the ATSI “Tower Endorsement.” This collection of ten coverage enhancements addresses many of the ancillary exposures faced by today’s firms, including: travel indemnity, identity theft expenses, employee dishonesty, and defense expense benefits.
For more information, visit atsi.haysaffinity.com. The Professional Liability Insurance Policy is only available to members of ATSI.
The cyber liability enhancement will provide protection for claims alleging breach of network security, customer notification, and regulatory fines and penalties for violations of systems breach and privacy regulations as they pertain to the HIPAA/HITECH Acts.
In addition to the new cyber liability coverage, Hays has negotiated the addition of the ATSI “Tower Endorsement.” This collection of ten coverage enhancements addresses many of the ancillary exposures faced by today’s firms, including: travel indemnity, identity theft expenses, employee dishonesty, and defense expense benefits.
For more information, visit atsi.haysaffinity.com. The Professional Liability Insurance Policy is only available to members of ATSI.
ForeSee Benchmarks Call Center Satisfaction
ForeSee, a customer experience analytics firm, released its February Contact Center Benchmark, which allows companies to determine how the contact center experience they provide compares to industry averages and customer expectations.
Nearly 11,000 customers expressed their opinions about contact centers to ForeSee in the month of February. ForeSee’s satisfaction benchmark for contact centers is at 70 on a 100-point scale. This is an average score that contact centers can use as a yardstick against which to measure their own performance. Companies scoring significantly higher than 70 are outperforming the industry average. Companies scoring significantly below 70 have a lot of work to do, because their customers’ satisfaction has a direct impact on future actions, such as the likelihood to purchase from the company in the future.
Scores for individual companies ranged from 53 to 86. Some companies are well-loved for the contact center experiences they provide, while others are strongly disliked. When ForeSee isolated scores for service-focused call centers, there was a benchmark of 67. This comes as no surprise since customers contacting a service-oriented center are likely calling with a problem and may already be frustrated.
Nearly 11,000 customers expressed their opinions about contact centers to ForeSee in the month of February. ForeSee’s satisfaction benchmark for contact centers is at 70 on a 100-point scale. This is an average score that contact centers can use as a yardstick against which to measure their own performance. Companies scoring significantly higher than 70 are outperforming the industry average. Companies scoring significantly below 70 have a lot of work to do, because their customers’ satisfaction has a direct impact on future actions, such as the likelihood to purchase from the company in the future.
Scores for individual companies ranged from 53 to 86. Some companies are well-loved for the contact center experiences they provide, while others are strongly disliked. When ForeSee isolated scores for service-focused call centers, there was a benchmark of 67. This comes as no surprise since customers contacting a service-oriented center are likely calling with a problem and may already be frustrated.
Peter DeHaan Publishing Named a Constant Contact 2011 All-Star
Peter DeHaan Publishing Inc, publisher of Connections Magazine, received the 2011 All Star Award from Constant Contact®, providers of an email marketing platform to half a million organizations worldwide. Each year, a select group of Constant Contact customers are honored with the All Star Award for their exemplary marketing results. Peter DeHaan Publishing Inc’s results ranked them among the top ten percent of Constant Contact’s customer base.
"We are truly honored to have been recognized as an email marketing All Star for 2011. This is our second year in a row, which makes this award doubly exciting," stated Peter DeHaan, publisher of Connections Magazine. "We work hard to follow and exceed industry standards and expectations with our email messages to subscribers. We strive to keep our bounce rate low and increase our open and click rates. Offering messages that are relevant, valuable, and appreciated by our subscribers helps with this. Once again, Constant Contact has seen our efforts and rewarded us as a result."
Peter DeHaan Publishing, which publishes Connections Magazine, TAS Trader, AnswerStat, and Medical Call Center News, uses email to connect with readers and share important information.
"We are truly honored to have been recognized as an email marketing All Star for 2011. This is our second year in a row, which makes this award doubly exciting," stated Peter DeHaan, publisher of Connections Magazine. "We work hard to follow and exceed industry standards and expectations with our email messages to subscribers. We strive to keep our bounce rate low and increase our open and click rates. Offering messages that are relevant, valuable, and appreciated by our subscribers helps with this. Once again, Constant Contact has seen our efforts and rewarded us as a result."
Peter DeHaan Publishing, which publishes Connections Magazine, TAS Trader, AnswerStat, and Medical Call Center News, uses email to connect with readers and share important information.
Read the April 2012 issue of Connections Magazine
Read the April 2012 issue of Connections Magazine with our digital magazine viewer. With this viewer you can:
To receive email notifications each time a new issue is posted, enter your email address in the "subscribe" field to the left. This will allow you to also be notified of other relevant information as well. Alternately, you may use our Atom or RSS news feeds.
To subscribe to Connections Magazine, sign up at our website.
The paperless distribution of Connections Magazine is made possible by CAM-X.
- flip through the issue
- print out select pages or the entire thing
- forward it to a friend
- search for specific text
- add notes for later reference
To receive email notifications each time a new issue is posted, enter your email address in the "subscribe" field to the left. This will allow you to also be notified of other relevant information as well. Alternately, you may use our Atom or RSS news feeds.
To subscribe to Connections Magazine, sign up at our website.
The paperless distribution of Connections Magazine is made possible by CAM-X.
Startel Corporation Announces New Western Area Sales Manager
Startel Corporation has announced Chuck Tonne as their new western area sales manager. Chuck will report directly to Bill Lane, president and CEO. Chuck will be based in Arizona and in his new role will focus on formulating solutions for existing and potential new customers in the Western United States.
Chuck has extensive industry experience working for a variety of value-added resellers and his background aligns well with Startel's portfolio and strategic direction. His sold PBX, ACD, IVR, VoIP, and voicemail products based on a variety of vendor platforms, which positions him well to bring value to Startel customers.
"I am extremely excited to be representing Startel," Chuck stated. "I look forward to strategizing with our clients to optimize their business platforms by utilizing Startel's robust suite of products."
For more information, contact Chuck at chuck.tonne@startel.com or 480-775-6601.
Chuck has extensive industry experience working for a variety of value-added resellers and his background aligns well with Startel's portfolio and strategic direction. His sold PBX, ACD, IVR, VoIP, and voicemail products based on a variety of vendor platforms, which positions him well to bring value to Startel customers.
"I am extremely excited to be representing Startel," Chuck stated. "I look forward to strategizing with our clients to optimize their business platforms by utilizing Startel's robust suite of products."
For more information, contact Chuck at chuck.tonne@startel.com or 480-775-6601.
Amtelco Intelligent Series Now Includes Demo Web-Scripting
Amtelco has added “demo web-scripting” (web-scripting in a “test-drive” mode) as a standard feature to the Intelligent Series (IS). Many Amtelco IS web-scripting customers have requested a simple way to give online demonstrates of the Intelligent Series call flow and operator guidance to their current and prospective clients. Demo web-scripting makes this quick and easy to do.
Tom Curtin, president, said, “The Intelligent Series web-scripting is a perfect fit and will help Amtelco Intelligent Series users sell more of their services to more customers. The demo mode of web-scripting is the way to make that first impression a great impression with potential customers.”
The demo web-scripting mode is available free to all of the current users of the IS web-scripting software. For more information, contact Amtelco at 800-356-9148 or info@amtelco.com.
In other Amtelco news, the 2012 National Amtelco Equipment Owners Conference (NAEO) took place in Las Vegas, Nevada, on February 19-22. Many NAEO members attended. Amtelco welcomed all of the attendees to a reception on Monday evening.
Amtelco participated in the pre-conference activities by presenting an Amtelco University (AU) session covering tips and tricks to maximize efficiency and increase profits. Kevin Beale, Amtelco’s vice president for R & D software, presented new developments designed to add new services and to increase profits for call centers. Beale offered his comments twice during the conference.
Amtelco also provided in-depth technical presentations including “The Real Nuts and Bolts of Infinity” presented by Greg Beale, Amtelco’s director of customer service, and Jody Laluzerne, customer service supervisor. The Amtelco demo room kept busy throughout the event.
Tom Curtin, president, said, “The Intelligent Series web-scripting is a perfect fit and will help Amtelco Intelligent Series users sell more of their services to more customers. The demo mode of web-scripting is the way to make that first impression a great impression with potential customers.”
The demo web-scripting mode is available free to all of the current users of the IS web-scripting software. For more information, contact Amtelco at 800-356-9148 or info@amtelco.com.
In other Amtelco news, the 2012 National Amtelco Equipment Owners Conference (NAEO) took place in Las Vegas, Nevada, on February 19-22. Many NAEO members attended. Amtelco welcomed all of the attendees to a reception on Monday evening.
Amtelco participated in the pre-conference activities by presenting an Amtelco University (AU) session covering tips and tricks to maximize efficiency and increase profits. Kevin Beale, Amtelco’s vice president for R & D software, presented new developments designed to add new services and to increase profits for call centers. Beale offered his comments twice during the conference.
Amtelco also provided in-depth technical presentations including “The Real Nuts and Bolts of Infinity” presented by Greg Beale, Amtelco’s director of customer service, and Jody Laluzerne, customer service supervisor. The Amtelco demo room kept busy throughout the event.
Gila Agent Saves Caller’s Life During Customer Service Call
It was a typical day at Gila. Agents were taking calls, accepting payments, and doing everything necessary to help its Credit Union clients service their members. Typical, that is, until one of Gila’s agents, Annette Gutierrez, helped save a Credit Union member’s life during a routine customer service call.
The Greater Nevada Credit Union (GNCU) member called and was apparently not feeling well. After only a few minutes on the call and sensing distress, Ms. Gutierrez felt compelled to alert management and an ambulance was dispatched to the member’s home. The member later called back to say Ms. Gutierrez’s action had literally saved his life.
“I am incredibly proud of the proactive response taken by Ms. Gutierrez to save the caller’s life. She went above and beyond her duties and, in doing so, made a tremendous difference. Credit Unions have a special relationship with their members. At Gila, we work to build the same strong relationship with their members and service them with the same high standard and level of care,” said Bruce Cummings, Chief Executive Officer of Gila Group. Ms. Gutierrez has worked at Gila Group since 2009, and specifically serviced the GNCU’s accounts for almost two years.
Patty Chang, Risk Manager at GNCU shared this story with peers and executive management at the Credit Union. “Everyone was impressed with the extra effort made by the Gila representatives. It is nice to see the impact one can have when they take the time to really listen to others. We are happy to have Gila as a partner,” Chang said. Gila Group specializes in collection support services for Credit Unions and Financial Institutions nationwide.
“Executing on every call is our top priority at all times, and the agent exemplified this in a remarkable way. Our business is not just about taking payments and solving members’ financial problems. It’s also about doing the right thing, every time. This story solidifies exactly what sets us apart,” Cummings added.
The Greater Nevada Credit Union (GNCU) member called and was apparently not feeling well. After only a few minutes on the call and sensing distress, Ms. Gutierrez felt compelled to alert management and an ambulance was dispatched to the member’s home. The member later called back to say Ms. Gutierrez’s action had literally saved his life.
“I am incredibly proud of the proactive response taken by Ms. Gutierrez to save the caller’s life. She went above and beyond her duties and, in doing so, made a tremendous difference. Credit Unions have a special relationship with their members. At Gila, we work to build the same strong relationship with their members and service them with the same high standard and level of care,” said Bruce Cummings, Chief Executive Officer of Gila Group. Ms. Gutierrez has worked at Gila Group since 2009, and specifically serviced the GNCU’s accounts for almost two years.
Patty Chang, Risk Manager at GNCU shared this story with peers and executive management at the Credit Union. “Everyone was impressed with the extra effort made by the Gila representatives. It is nice to see the impact one can have when they take the time to really listen to others. We are happy to have Gila as a partner,” Chang said. Gila Group specializes in collection support services for Credit Unions and Financial Institutions nationwide.
“Executing on every call is our top priority at all times, and the agent exemplified this in a remarkable way. Our business is not just about taking payments and solving members’ financial problems. It’s also about doing the right thing, every time. This story solidifies exactly what sets us apart,” Cummings added.
Call Centre Canada: April 23-26 (save 10%)
April 23 – 26
Call Centre Canada
Toronto, Canada
For more info: www.callcentrecanada.ca
Do you feel that your Call Center is a Proactive Digital Communication Center? This is what a call center has to be in 2012. Companies need to able to connect with their customers in many different channels whether that be via websites, social media, and mobile platforms in addition to traditional call center and in-store point of contacts.
Keeping up with this may seem a daunting task – and this is why you and your team should secure your place at the 7th Annual Call Centre Summit, set to take place on April 23-26 in Toronto. And this year we are turning our elite biannual summit into a superior once a year event!
The exciting speaker line-up and inspiring sessions will show you how to integrate multiple systems to maintain call center efficiency, how to leverage social media and how to motivate and retain your staff. It will also feature a special live debate new for 2012, entitled Management Style Face Off: Micromanager versus Coach-Challenging the flat structure.
There is a special discount to all Connections Magazine readers of 10% off attending. Mention Connections Magazine upon registration to claim your offer.
Call Centre Canada
Toronto, Canada
For more info: www.callcentrecanada.ca
Do you feel that your Call Center is a Proactive Digital Communication Center? This is what a call center has to be in 2012. Companies need to able to connect with their customers in many different channels whether that be via websites, social media, and mobile platforms in addition to traditional call center and in-store point of contacts.
Keeping up with this may seem a daunting task – and this is why you and your team should secure your place at the 7th Annual Call Centre Summit, set to take place on April 23-26 in Toronto. And this year we are turning our elite biannual summit into a superior once a year event!
The exciting speaker line-up and inspiring sessions will show you how to integrate multiple systems to maintain call center efficiency, how to leverage social media and how to motivate and retain your staff. It will also feature a special live debate new for 2012, entitled Management Style Face Off: Micromanager versus Coach-Challenging the flat structure.
There is a special discount to all Connections Magazine readers of 10% off attending. Mention Connections Magazine upon registration to claim your offer.
FCC Amends Telephone Consumer Protection Act Regulations
The Federal Communications Commission (FCC) approved a Report and Order on February 15, 2012 that adopts significant amendments to its Telephone Consumer Protection Act (TCPA) regulations (Amended Regulations).
Michele Shuster is a partner with Mac Murray, Petersen & Shuster LLP has issued a paper summarizing key elements of this new regulation.
Download a PDF file of FCC Amends Telephone Consumer Protection Act Regulations.
Michele Shuster is a partner with Mac Murray, Petersen & Shuster LLP has issued a paper summarizing key elements of this new regulation.
Download a PDF file of FCC Amends Telephone Consumer Protection Act Regulations.