Tascom User Group Holds Annual Meeting

The annual TUG (Tascom User Group) meeting was held November 6-7, 2014, at the Los Angeles County Fairplex grounds in Pomona, California. At this user meeting, they celebrated the Tascom product’s thirty-five years of providing workhorse systems to the industry, which includes twenty years of stewardship by the existing ownership, Alston Tascom, Inc.

The meeting started with a pre-conference day of touring the hosted system datacenter in downtown Los Angeles, having lunch at California’s famous In-N-Out Burger restaurant, and concluding with a tour of the Tascom office and development lab in Chino, California.

Day one of the conference brought many old friends and some new friends, together for the first time. Owners and managers of premises-based systems joined with the hosted platform owners and managers. Ideas swirled around the building, which continued into the second day.

They also had another reason to celebrate: the switch, ADAM, has been in production for eighteen months. “We are very proud of the fact that after the first installation, we have not looked back,” said Alston Tascom’s Wayne Scaggs. “ADAM is a soft switch with the capability of handling a call in any fashion you can imagine.”

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Phyllis Shaw Receives the 2014 Allen Kalik Award of Excellence

During the PINetwork’s annual conference, Phyllis Shaw of Business & Professional Exchange in Beverly, MA, received the prestigious Allen Kalik award by PIN User Group president, Angelo Celesia. The Allen Kalik award was implemented in 2011 after the passing of industry leader and president of Professional Teledata, Allen Kalik.

Honoring Allen for his contributions to the telecommunications industry and the PINetwork Group, this award recognizes individuals whose dedication and leadership have led to the advancement of the PInnacle community. “A more perfect recipient of this award could not have been chosen, Allen would be very pleased,” said Professional Teledata president, Pat Kalik. “Phyllis goes above and beyond when it comes to educating her fellow PIN users. Her work on the PIN webinars is unrivaled. We are so lucky to have her as part of our community.”

“It is an honor to be mentioned with Allen Kalik’s name,” said Phyllis when presented with the award. “I work from a fifth wheel trailer because the technology allows us to!”

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

NAEO IS Programmers Workshop A Huge Success

The recent NAEO Intelligent Series Workshop in Atlanta on August 5-7 was a huge success, with nearly 60 attendees. Located at the Embassy Suites Hotel at Atlanta Airport, attendees enjoyed a focused training environment, with the amenities and comforts of a Hilton brand hotel.

The first day of training focused on the fundamentals of IS Supervisor, including flow charting, info pages, shared fields, building account templates, and hands-on scripting. Day two allowed attendees to practice, creating an account from scratch, as well as learning how to add various scripting elements including if, list, and case branching, action and navigational elements, and tips to simplify and standardize the script development and conversion process. The advanced session on Tuesday afternoon began with designing and programming IS directories with contact based dispatch methods, such as IS SMS, MiSecure, and IS alpha page modems, as well as IS on-call schedules. Wednesday combined the script, directory, and on-call training into a comprehensive day of contact based dispatch architecture.

NAEO thanks all of the respective committee members, the membership, and platinum sponsor Amtelco, for a successful workshop.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

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.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Customer-Centric Focus with STA’s Latest Webinar Series

Southern Telemessaging Association (STA) is hosting a webinar series entitled “Eight Steps to Building a Customer Service Juggernaut,” presented by Jamey Hopper. The webinar series focuses on building and implementing a best-practice module for customer service. The series will air as follows:

  • Introductory: The Most Important Lesson of Customer Service, 2/28
  • Establish the Goal: Commit to Customer Service Excellence, 3/27
  • Identify the Values, 4/17
  • Build the Culture, 5/22
  • Craft the Plan, 6/26
  • Design the Systems, 7/24
  • Train for Superiority, 8/21
  • Coaching for Success, 9/18
  • Evaluate and Start Over, 10/23

All webinars will start at 2:00 p.m. CST and will last one hour. STA members may purchase individual webinars for $20 or $149 for the series. For non-members, individual webinars are $69 each or $549 of the series. Non-members are encouraged to join STA and take advantage of the discounted rates. The introductory webinar “The Most Important Lesson of Customer Service” will be presented free of charge. Registration by February 20 will guarantee a discounted rate for the November STA conference; a single $50 credit will be awarded for registration of the series.

Contact Dan L’Heureux at dan@callconsult.net or 800-475-0857 for more information.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

News Release: Peter DeHaan Keynote Speaker at SNUG

Industry Leader to Address Major Telephone Answering Service User Group

Connections Magazine logoMattawan, Michigan – The Startel National Users Group (TeamSNUG) announced that Dr. Peter DeHaan will be a featured speaker at TeamSNUG’s 25th Annual Conference being held in Albuquerque, New Mexico March 11-14, 2012. The conference, which is open to both members and non-members, will include sessions on our industry as well as platform-specific educational and training sessions geared specifically for TAS owners, managers, and technical staff.

“We are honored to have Dr. DeHaan at our event and we are excited to hear his thoughts about the future of the TAS industry and how we can prepare for it,” said TeamSNUG Conference Chair Cameron Reichert.  “Having Dr. DeHaan as our keynote speaker rounds out an already value-packed conference schedule.  His session will be enlightening to anyone in the TAS industry.  We welcome our members, non-members as well as anyone interested in utilizing the Startel platform.”

Peter DeHaan has a PhD in business administration and is the owner of Peter DeHaan Publishing Inc, which whose periodicals include Connections Magazine, TAS Trader, and AnswerStat, as well as web-based media and informational sites, such as articleweekly.com, findacallcenter.com, and startacallcenter.com.

For more information visit www.PeterDeHaan.com and www.TeamSNUG.org.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Amtelco Introduces Notification System

Amtelco’s new mass notification system is an automated application for notification needs: emergencies, staffing shortages, events, and meetings.  Using mass notification’s browser-based access, users can create, edit, and trigger alerts, as well as monitor real-time alert progress from virtually anywhere.  Notifications can be triggered by Web, phone call, and scheduled events.  Personnel can be notified via email, alpha or digital pager, fax, automated phone calls, and SMS text messaging.

In related news, the National Amtelco Equipment Owners (NAEO) 2011 conference was held in New Orleans, LA, March 13-16.  NAEO and Amtelco provided educational presentations during the conference and Amtelco made software and hardware announcements.  Kevin Beale, Amtelco’s director of R&D software, introduced the new Amtelco cloud, including applications such as miOnCall and miSecureMessaging.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Kasza to Serve TeamSNUG Board President

Startel National Users’ Group (TeamSNUG) announced that April Kasza has been elected and will be serving as president of the board of directors for 2011.  TeamSNUG selected Kasza because of her exceptional dedication and involvement in the business.  She has demonstrated service to others through SNUG and she and her company are leaders in the industry.  “We are fortunate to have a person like Ms. Kasza who is willing to donate her valuable time to our organization,” said Dan L’Heureux Executive Director of TeamSNUG, “and by doing so she is working to improve the quality of the industry as well.”

Kasza is vice president of Allgood Communications, a call center based in Pueblo, CO and has been an active member of SNUG since 1990.  TeamSNUG is a for-profit professional association serving the membership of education needs of Startel equipment users.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

OEO Association Meets in Vegas for Annual Meeting

Members of the OnviSource Equipment Owners (OEO) association held their third annual meeting in Las Vegas, February 7-9.  Members benefited from a full day of OnviCenter product training by OnviSource personnel and two days of educational seminars and presentations from OEO members and outside speakers.

OnviSource executives shared 2010 corporate updates, reporting positive growth in sales for its product solutions, reseller expansions, positive contributions by the company’s business process outsourcing division, and overall positive operating profits.  As part of its strategic roadmap, OnviSource announced their cloud based OnviServ solutions, which include universal answering services, scripted CRM and agent transaction applications, call recording, quality and liability management, speech analytics, and data mining.

Working together, OEO members and OnviSource personnel conducted joint presentations, showcasing operational and business best practices; as well as highlighting their benefits and advantages resulted from utilizing OnviSource’s solutions. Outside speakers rounded out the event with topics ranging from selling, profitability analysis, website optimization and how to win clients.  Other activities included door prize giveaways and a business meeting at which new OEO board members were elected.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

NAEO Annual Conference to be Held March 13-16 in New Orleans

The National Amtelco Equipment Owners Association (NAEO) is holding its annual conference at the Roosevelt Hotel located in New Orleans, LA on March 13-16, 2011.  This year’s theme, “Bamm…Kick Up Your Call Center Menu,” features educational sessions and breakout tracks for marketing and management, operations, technical topics, the latest Amtelco technology, and round table discussions aimed at solving specific business challenges.

The conference’s keynote speaker is Nancy Friedman, president of Telephone Doctor Customer Service Training.  Nancy is one of America’s most “asked back” speakers to conferences.  Nancy’s interactive and entertaining approach to customer service will provide valuable information to assist attendees in improving their customer relationships.  Jeff White of Professional Communications Network said, “NAEO allows you to have good business relationships with other owners and managers around the country who are using very similar equipment and having very similar challenges and opportunities.  The benefits and relationships are a plus to our business, and we look forward to the annual conference each year.”

More information, visit www.naeo.org.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]