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Annual
GLTSA Conference
Reported
by Peter DeHaan
November, 2002
The
annual Great Lakes Telemessaging Services Association (GLTSA) convention was
held September 16 – 18 at the elegant Amway Grand Plaza Hotel located in
downtown Grand Rapids, Michigan. There
were approximately thirty-five participants in attendance.
The
conference began Monday evening with an opening reception sponsored by Telescan.
The next morning, GLTSA President, Rob Bennett, welcomed the
attendees, thanking them for coming. Darlene
Campbell, ATSI (Association of TeleServices International) immediate past
president, informed attendees on her work for disaster preparedness, followed
by ATSI president, Tedd Smith, who gave a well received ATSI update.
Allan Fromm talked about agent scheduling and gave a demo of his
scheduling software package. A
delicious lunch, provided by Amtelco, followed.
Afterwards,
Cheryl Campbell and Patty Kennedy shared their insight and
experiences in running award winning call centers.
Peter DeHaan followed, providing his analysis on future trends,
encouraging attendees to begin taking steps now to prepare for these
developments. The next to share
was Ken Rothacker who passed on his first-hand knowledge about the
changing telco environment, giving his advice on how to successfully navigate
it. Tuesday evening was open,
providing ample time for networking and informal sharing.
Kerry Paul of Kelcom in Windsor, Ontario was the happy winner in
the drawing for the Lazy Boy Chair.
Wednesday
was kicked off by the ever entertaining Mike Friedel, from
Amtelco, who discussed developments with HIPAA (Health Insurance Portability
and Accountability Act) and what the impact might be on call centers serving
the medical community. Vendor
presentations followed from Amtelco, CadCom, Professional Teledata,
Record/Play Tek, Startel, and Telescan.
The
GLTSA business meeting capped of the conference.
New board members are Kay Crouse of SecTel Corp., Novi, Mich, Trues
Wheeler and Doug Oberlander of Com Link, Ltd, Peoria, Illinois, and
Mick Moe of Block Business Call Center, Milwaukee, Wisc.
They will join Rob Bennett, John Cook, and Dan Hogan on
the board.
If
you would like more information about GLTSA, contact Rob Bennett at
888-712-9396.
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