Tag Archives: conventions

Contact Center Trends to be Shared at Summit

Customer Management IQ earlier introduced the agenda for The Future Call Center Summit, supported by leading customer-centric organizations. Executives from these organizations will discuss the future of contact centers in Orlando from January 21-24, 2014.

Early confirmed sponsors included Interactive Intelligence, Uptivity, Levementum, MicroAutomation, IQ Services, Harte-Hanks, NCR Corporatio, SenCommunications, and Nobelbiz. Newly confirmed sponsors include Five9, Plantronics, inContact, Fonolo, Genesys, BenchmarkPortal, Twilio, TrustID, Oracle, Addasound, DSR Partners, Jabra, StellarBPO, Kaplan, and SAP.

In addition to an exhibit hall with the latest contact center technologies, part of the exhibit hall is reserved for the Innovation Theater, with presentations delivered by select sponsors to create an intimate environment for innovative discussions.

To register or inquire about sponsorship opportunities, please visit www.thefuturecallcentersummit.com or call 1-800-882-8684.

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

Learn Contact Center Trends at the Future Call Center Summit

Customer Management IQ has finalized the agenda for The Future Call Center Summit, supported by leading customer-centric organizations such as Disney, Arby’s Restaurant Group, Best Buy, Cisco Systems, Travelzoo, HP, Marriott, Newell Rubbermaid and more. Executives from these organizations will discuss the future of contact centers in Orlando from January 21-24, 2014. An impressive list of top contact center solution providers has confirmed their involvement at the Summit.

In addition to an exhibit hall packed with the latest contact center technologies, part of the exhibit hall is reserved for the Innovation Theater, a new addition for 2014 to elevate the exhibit hall experience for attendees. The Innovation Theater will be a draw for exhibit hall guests with presentations delivered by Pitney Bowes, Loyalty One, and a handful of sponsors creating an intimate environment for innovative discussions.

With an agenda featuring top organizations in customer care and an exhibit hall full of intelligent solutions, The Future Call Center Summit provides the right balance for those looking to elevate their customer service strategies.

To register or learn about sponsorship opportunities, visit www.thefuturecallcentersummit.com or call 1-800-882-8684.

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

Introducing the Future Call Center Summit

Customer Management IQ introduces the ninth annual Call Center Summit with an evolved brand: The Future Call Center Summit. From January 21 to 24, Disney’s Contemporary Resort will host The Future Call Center Summit where customer care professionals and technology experts convene under one roof to discuss how to leverage service as a pinnacle business driver. This new brand focuses on the rapid changes occurring as executives focus on customer engagement, delivering business value, engaging employees, and leveraging technology for efficiency.

The early confirmed speaking faculty is an impressive list of VP-level customer care executives representing worldwide brands: Bob Simmonds, VP domestic travel operations at Disney, Chuck Sliker, VP operations integration & measurement at Arby’s Restaurant Group Inc., Nur Rosa, marketing & call center operations at Marriott Vacation Club, and Janita M. Clausell, VP retail delivery at ORNL Federal Credit Union.

Also new for 2014 are a future think tank, individual profiling, micro-community meet-ups to assure a variety of learning, and networking opportunities.

To register for The Future Call Center Summit or to inquire about sponsorship opportunities, visit www.thefuturecallcentersummit.com, email enquiry@iqpc.com, or call 800-882-8684.

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

2013 Call Center Week Recap

By Peter Lyle DeHaan, PhD

Peter Lyle DeHaan, Publisher and Editor of Connections Magazine

Did you make it to this year’s Call Center Week? If not you missed a packed week of all things call center related – and more. Held at Caesars Palace in Las Vegas, Nevada, on June 10 to 14, the fourteenth annual Call Center Week had a record-setting 1,500 attendees, nearly 100 vendors, and scores of learning and networking opportunities.

The week began with two concurrent Master Class events on Monday, one covering coaching and the other about “fulfilling customer’s unexpressed wishes.” Tuesday featured six more workshops, covering topics such as operations, technology, metrics, and the future. Following the workshops was the kickoff keynote, presented by Brian O’Mara, vice president of national call centers at Safelite Group. His topic was “Pro US: Creating and Keeping Jobs in the US.”

The main part of the conference began Wednesday morning. Some early risers made it to the exhibit hall at 7:00 a.m., ready to talk to vendors. The presentations began an hour later with opening remarks from Amanda Powers and Brian Cantor, followed by Tim Passios, who talked about the history of the call center.

The opening keynote came from MGM Resort’s Patty Coaley. She spoke about driving an organization’s culture down to the front line. She brought with her five co-workers who helped reinforce her message. Susan Frodl of Wells Fargo and Tony Kavanagh from salesforce.com delivered the day’s second keynote address on becoming a customer-driven company. The third keynote was how to create memorable meaningful moments by Build-A-Bear founder Maxine Clark.

Just before the awards luncheon, attendees had their pick of twelve roundtable discussions; many were standing room only. At the luncheon, a number of leading contact centers received recognition for their excellence and achievement. The afternoon featured three sessions with five tracks each for attendees to pick from. Two more keynote addresses followed. The first was “The Role of Culture in Delivering World-Class Customer Service,” presented by Peter Scocimara of Google and Jeffrey Purrit of Telus International. Kevin D. Wilde of General Mills presented the next keynote about tapping talent for growth. The day ended with a cocktail reception luau in the exhibit hall.

Thursday, day four, also started early, with 7:00 a.m. breakfast roundtables, along with the reopening of the exhibit hall. Next was an enlightening panel discussion from some of leaders of the call centers honored the day before. Following the panel was a presentation on empowerment and branding by JP Saunders of Oracle and Brian Raboin of Hosting.com.

After the presentation, there were live demos in the exhibit hall, with slots for attendees to pick three vendors and experience a demonstration of their services or solutions. Next were three more keynote addresses: Kana’s James Norwood along with Garmin’s Erica Tyler; Lisa Church of 1st Advantage Credit Union; and Troy H. Mills of Walgreen Company and Mike Wooden of Convergys. After a networking lunch, there were three more sessions with five tracks each for attendees to select. Steve Riddell of Blinds.com concluded the day, speaking about coaching strategies.

The final day began with sold-out site tours of Zappos, along with a Caesars Entertainment site tour. Concurrent to these were four sessions for Global Focus Day. In addition to all this, multiple networking opportunities occurred throughout the week, providing many opportunities for attendees to meet and connect with one another.


The 2013 Call Center Excellence Award Finalists

Connections Magazine joins Call Center Week in saluting these leading contact centers and leaders for their award-winning performance and achievement. The honors were given at a special awards luncheon held at Call Center Week on June 12, 2013. The winners, runners up, and honorable mentions for the nine categories are:

Best International Call Center
Winner: Stream Global Services
Runner Up: CGS – Computer Generated Solutions
Honorable Mentions: Acronis and Genpact

Best Outsourced Provider
Winners: EGS (Expert Global Solutions) and Genpact
Runner Up: HGS
Honorable Mentions: Tech Mahindra and Hutchison Global Services and TLC Associates

Best Contact Center Learning, Development, and Recognition Program
Winner: Discover
Runner Up: aok.teleservice defacto GmbH, a member of the davero group
Honorable Mentions: Telerx and Telus International

Best in Class Call Center (Under 200 Staff)
Winner: Bath and Body Works
Runner-Up: UPMC Health Plan
Honorable Mention: Guardian Retirement Services and Louisville Gas and Electric/Kentucky Utilities (LG&E/KU)

Greatest Job Creating a Culture that Inspires World-Class Excellence
Winner: Protection 1 Security Services
Runners-Up: Stellar and Fiserv
Honored Mention: Denizbank and Teletech

Contact Center Leader of the Year
Winner: Dennis Foos, Site Director in Grand Junction, Startek
Runner-Up: Steve Ellis, Senior Director Customer Care, EyeMed Vision Care
Honorable Mentions: Roy Gaunce, Director/Customer Service and Contact Center Operations, Humana Government Business

Best in Class Call Center (over 200)
Winner: Experian Consumer Services
Runner Up: Cigna
Honorable Mentions: ARI and StarTek

Best Performance Acting on the Voice of the Customer and Voice of the Social Customer
Winner: Discover
Runner-Up: Protection 1 Security Solutions
Honorable Mention: Valvoline

Best Technology Solutions Provider
Winners: FurstPerson and Assurant Solutions
Runner-Up: Citrix
Honorable Mentions: Agero and AMC Technology LLC

[From Connection Magazine Jul/Aug 2013]

What I Learned at Call Center Week

By Peter Lyle DeHaan, PhD

Author Peter Lyle DeHaan

In mid-June, I enjoyed attending Call Center Week, the premier call center conference, at Caesars Palace in Las Vegas, Nevada. I talked with attendees and heard about the latest innovations from vendors. In addition to the other coverage of Call Center Week in this issue, here are some of the things I learned.

The trends I observed are not new developments, but instead they reinforce what we’ve seen in recent years – and their momentum is increasing. Lest anyone remain unconvinced, these aren’t fads that will disappear; they represent an emerging reality for the call center industry.

Continued Shifting to the Cloud: The call center industry used to be full of vendors that provided premise-based equipment, some of whom also offered a hosted solution on the side. Things have changed. I talked with several vendors who are entirely cloud-based, with no premise-based options. Most other vendors touted their hosted services first, with premise-based equipment as a footnote. Their focus is on the cloud. Only one vendor talked about their premise-based product first and then mentioned their hosted option; no vendor I talked with had only a premised-based solution.

This tells me two things. First, the shift to accessing services online through the Internet has passed the tipping point, proving it’s the new way to do business. Second, vendors have fine-tuned their cloud-based business model to the point where it not only sustains their company but is also their preferred way to do business. In talking of the old days with one vendor, he shuddered at the thought of selling premise-based equipment, glad for that era to be over.

Serious about Social Media: We’ve been talking about social media in the call center for years. While there were some early adopters, overall there was more talk than action. Similar to cloud-based solutions, social media in the call center is maturing, turning phone-centric operations into true contact centers. Many past solutions were more of an interface, often cumbersome and clunky, but several new offerings are truly integrated, so that all contacts receive uniform and holistic treatment without any special consideration or extra steps needed.

In addition to bringing social media into the contact center, other companies offer social media support and analysis services. Not all posts and tweets are equal, so determining which ones are priorities is essential to working smarter, not harder.

More Integration: Although interfacing two disparate services or platforms is a good first step in merging newer and older technologies within the contact center, an interface is not without its limitations. A true integration removes these restrictions, allowing multiple systems to work together as one unit without the need for agents to make special accommodations or even be aware of what’s happening behind the scenes.

These integrations fall into two categories. One category integrates social media, chat, and IVR information into the historic call center platform. The other brings new services or additional data into the call center infrastructure from third party systems. Some of these integrations are quite creative.

Don’t Forget Mobile: With more and more people walking around with smartphones, it’s increasingly critical that call centers are able to interact with these devices by any means their users wish. Obviously, phone calls are covered, but texting may be the more critical consideration. There are also apps to interact with, passing information back and forth. What about tapping into a user’s GPS, offering assisted browsing, or pushing coupons and special offers? Lastly, with the increased complexity of smartphones comes the need to support users’ hardware, apps, and online experience.

New Products and Releases: Every trade show is replete with product and service announcements. Call Center Week was no different, and several of these items are in the News section of this issue. All the vendors were understandably proud of their new solutions: offering improvements to existing services, providing new modules or add-ons, or representing completely new products.

Call Center Week was an exciting show, and with about one hundred vendors present, there was no shortage of ideas, information, and innovation. Plan to attend next year’s event, June 16–20, 2014, at Caesars Palace in Las Vegas, Nevada.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Connections Magazine. He’s a passionate wordsmith whose goal is to change the world one word at a time.  Read more of his articles at PeterDeHaanPublishing.com.

[From Connection Magazine Jul/Aug 2013]

2013 NAEO Annual Conference Recap

By Kelli Harrigan

The National Amtelco Equipment Owners (NAEO) recently at met the Gaylord Opryland in Nashville, Tennessee, for its annual conference. Preconference workshops focused on managing day-to-day operations and mastering IS scripting. Amtelco also presented Amtelco U with a variety of tips to maximize the efficiencies and profitability of its Infinity and Intelligent Series platforms.

The conference officially began on Sunday afternoon with a keynote presentation by Randi Busse, author of Turning Rants into Raves: Turn on Your Customers Before They Turn on You! Ms. Busse has had extensive experience within the call center industry and works with a variety of call centers and healthcare facilities to facilitate improvements in customer service and increased customer retention. With her fun, engaging style, real-life examples, and interaction with the audience, Ms. Busse did indeed receive rave reviews for her presentation.

Amtelco presented their latest news and releases, doing an in depth review of the current release features and updates to miSecureMessaging, VoIP capabilities, Intelligent Series, and Infinity telephone agent. The presenters also provided insight into the next generation of Infinity hardware and the next major version release of Intelligent Series software.

At the annual business meeting, Sydney Ryan of Telling and Robert Donnelly of Medical Service Bureau were elected to the board, while Gerald R Brosseau II was re-elected.

Education continued Monday and Tuesday with breakout sessions in four tracks: healthcare, operations, sales and marketing, and technical. Tuesday also included some round table discussion time, and the conference ended with the “Best Ideas” session where attendees shared their favorite takeaways from the conference. Dates for upcoming NAEO events were announced, with details to follow.

[From Connection Magazine May 2013]

The 14th Annual Call Center Week

Call Center Week, proclaimed as the “most comprehensive call center event in the world,” will soon be here: June 10–14, 2013, at Caesars Palace in Las Vegas, Nevada. Last year’s event was the largest in its history, with 1,200 attendees. For those not familiar with Call Center Week, this year is an ideal time to check it out (www.callcenterweek.com).

There will be multiple keynote speakers, as well as many tracks and workshops to choose from, as well as two master classes and two site tours. In addition, there will be hours of networking opportunities and an extensive exhibit hall, with sixty-four sponsors and vendors already confirmed.

Past attendees were enthusiastic about the event. “The sessions were great,” said Lisa Jones of Sun Life Financial. “I learned a great deal that my company can use.”

Lisa Timmerman from Bath & Body Works said, “We had a fantastic time and found so many great takeaways that will continue to help us motivate our team and grow our call center.”

“It was a great opportunity to be around such positively charged and righteously motivated individuals,” said Stuart Beame of Central Piedmont Community College.

“It is rare to find such a superb collection of knowledge and interactive call center attendees, wonderfully served by a diverse yet relevant set of speakers and topics,” added Darren M. Wells at Radiology Associates, LLP.

Keynote Speakers: The keynote speakers for the 2013 Call Center Week are:

  • Kevin D. Wilde, VP, Organizational Effectiveness and Chief Learning Officer, General Mills
  • Troy H. Mills, Divisional VP, Customer Care Operations, Walgreens
  • Jennifer Blackmon, Corporate Director, Culture Transformation, The Ritz-Carlton Leadership Center
  • Phyllis James, Chief Diversity Officer, MGM Resorts International
  • Steve Riddell, Vice President and Chief Operations Officer, Blinds.com
  • Brian O’Mara, Vice President National Call Centers, Safelite AutoGlass
  • Mary Beth Jenkins, Chief Operating Officer, UPMC Health Plan
  • Lisa Church, Chief Experience Officer, First Advantage Federal Credit Union
  • Patty Coaley, Director of Diversity Education/Show Producer, MGM Resorts International
  • Plus twenty-two other speakers and twenty-eight more individuals offering “industry thought-leader perspectives.”

Exhibit Hall Sponsors and Vendors: There are presently sixty-four call center vendors and outsourcers who will be at the 2013 Call Center Week:

  • com, Inc.
  • Oracle
  • Kana Software, Inc.
  • IntelliResponse Systems Inc.
  • XLScheduler
  • Genpact
  • MicroAutomation
  • 8×8, Inc.
  • Synergy Solutions
  • Intradiem
  • Telus International
  • Mattersight
  • Vocalcom
  • Interactive Intelligence
  • TeleTech Holdings
  • Five9
  • American Customer Care
  • TMG International
  • CSG International
  • Levementum, LLC
  • SPi Global
  • Mindshare Technologies
  • The Fraser Group
  • Splice Software
  • VoltDelta OnDemand Solutions
  • Pegasystems
  • IQ Services
  • mBLAST
  • Harte-Hanks
  • Texas Digital/NCR
  • 360’CRM
  • Envision
  • Firstsource
  • Intelliverse
  • Interior Concepts
  • iQor
  • Pipkins
  • Sennheiser
  • ShoreTel
  • Working Solutions
  • eGain
  • NobelBiz
  • Satori Software
  • WhitePages Pro
  • Alorica
  • Etech Global Services
  • Jones/NCTI, Inc.
  • CallCopy
  • HigherGround, Inc
  • Nuxiba Technologies
  • Plantronics
  • TelStrat
  • SmartAction
  • Unicor
  • Unisono Business Solutions
  • Twilio
  • USA800
  • KnoahSoft
  • Castel Communications, LLC
  • VPI
  • Interactions
  • LogMeIn
  • Convergys
  • CGS

There’s still time to sign up to exhibit at Call Center Week. Email sponsorship@iqpc.com for more information.

Venue: Prestigious Caesars Palace boasts “impeccable service” and “luxury,” striving to make each visit be a “spectacular experience.” Caesars Palace is within minutes (three miles) of McCarran International Airport. For hotel reservations, call 866-227-5944.

Learn More: Find out all the details and register online at www.callcenterweek.com.

[Connections Magazine is proud to be a media partner of Call Center Week, sponsored by IQPC.]

[From Connection Magazine April 2013]

ATSI 2012 Conference Report

The 2012 ATSI Annual Conference was held June 13 through 15 at the Omni ChampionsGate in Orlando, Florida. There were over 200 registered attendees for the three-day event, which featured keynote addresses, numerous breakout sessions, an exhibit hall, and the conferring of awards. There were twenty-five vendors present, including several first-time exhibitors.

Wednesday Presentations and Awards

  • Beth Cooper presented the President’s Award to Dave Wenhold of Miller/Wenhold Capitol Strategies, LLC, and to Tim Neville of StatCall.
  • Larry Goldenberg presented the LBA Sharing Award to Wil Porter of Ansaphone Service, Inc.
  • Beth Cooper presented the Hall of Fame Award to Doug Gregg of AnswerPro Limited and to Chris Bell of MedCom Professional Services.
  • Chris Bell presented Site Certifications to Carolyn’s Communications and Main Line Telecommunications. Call centers earning recertification were A Better Answer, Advanced Answering by Mid-State Communications, Telelink Call Center, and Towne Answering Service.

Vendors: There were twenty-four vendors present, several of them first-timers.

  • Alpha Omega Telecom, Inc.
  • Alston Tascom Inc.
  • Amtelco
  • Axiom Voice
  • Burton Insurance Agency, Inc.
  • CAM-X
  • Connect First
  • Creative Voice Solutions Inc
  • EasyChoice Time & Attendance
  • Hays Affinity
  • injixo, inc.
  • Interior Concepts
  • notifymd
  • Optimal Phone Interpreters
  • Professional Teledata
  • SkyStream Broadband & Voice Integration, LLC
  • Startel Corporation
  • Szeto Technologies Inc.
  • TAS Marketing
  • TAS Scheduler
  • TASbiller
  • Telescan
  • TelStrat
  • XLScheduler

[From Connection Magazine Jul/Aug 2012]

The 2012 ATA Convention and Expo

By Peter Lyle DeHaan, PhD

Author Peter Lyle DeHaan

The 2012 ATA Convention and Expo was held April 29–May 2, 2012, at the Westin Diplomat in Hollywood, Florida. The conference sessions began Monday morning with motivational speaker Garrison Wynn, who bills himself as an advisor, author, and professional entertainer. Early in his career Garrison worked in the call center industry, starting as an agent and working his way up through the ranks to become a department head at age twenty-seven, overseeing a Fortune 500 company’s call center operations for much of the United States. With this as part of his background, Garrison was able to interject his call center experiences and knowledge into what he shared. His presentation, “Making the Most of Difficult Situations: Managing Customer Experience in a Changing World,” was enthusiastically delivered to a packed crowd, eager to begin the conference.

The next general session was held just prior to lunch. ATA president and CEO Phil Grudzinski talked about changes in the world, society, and business and shared how these changes are affecting the contact center industry, – specifically ATA and its members. The obvious assessment is that we are already doing much more than answering and making calls. More than just teleservices, we are also increasingly involved with digital communications and social media interactions. These are not momentary blips that will soon disappear but significant trends that will become more pronounced and essential as we move into the future.

To reflect this and to better serve its members, ATA is embarking on a rebranding effort. With Phil providing the background reasons, ATA chair emeritus Lisa DeFalco made a monumental announcement. Standing in front of the ATA board, chapter presidents, and past board presidents who were symbolically showing their support, she announced that ATA would heretofore be known as PACE: the Professional Association for Customer Engagement. She explained that PACE will be “an association built for the multi-channel customer service and support industry.” The announcement was met with member applause from attendees.

While this was taking place, the ATA staff, now the PACE staff, was busy updating the convention signs with the new PACE name and logo. We started the session as ATA and emerged as PACE. There was much buzz and positive discussion about this during the events and informal gatherings afterwards. If there were any naysayers, they were not sharing their opinions.

The third general session was held on Tuesday morning. Growth consultant Lynn Hinderaker (who calls himself a “postmodern platform trainer and corporate analyst”) was the featured speaker. His message, “Serving the Emotive Customer in the Digital World,” nicely reinforced and then built upon the information Phil shared the prior day about the changing realities in our industry and the rebranding initiative to become PACE. Lynn gave us much to think about in terms of how we run our businesses, the business season we are in, and how the appropriate leadership style and management perspective needs to change over time with each season.

Interspersed with these three general sessions were five educational time slots, each providing four breakout opportunities, for an additional twenty presentations. The convention and expo had approximately 315 preregistered attendees, forty exhibitors, and twenty-five event sponsors.

Sunday’s preliminary events – the ATA golf outing and ATA tennis tournament – were hampered by the weather. Although temperatures were in the 70s, it was raining and windy, with gusts exceeding 30 mph. This weather continued into Monday, with the rain tapering off Tuesday in time for Wednesday’s Call Center Care event, which this year collaborated with Feeding South Florida for ATA’s philanthropic outing that concludes each convention.

Next year, the PACE Convention and Expo will be held March 10-13, 2113, at the Westin Kierland Resort and Spa in Scottsdale, Arizona.

[From Connection Magazine June 2012]

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Connections Magazine. He’s a passionate wordsmith whose goal is to change the world one word at a time.  Read more of his articles at PeterDeHaanPublishing.com.

A Compliance Officer’s Take on the ATA Washington Summit

By Noreen Kaminski

As always, it was a pleasure being with the teleservices community at the recent ATA Washington Summit. The overall Summit far exceeded my expectations. The choice of the Gaylord National Hotel was a stroke of genius – it was great to have shops and restaurants within the hotel in order to accommodate the guests.

Of course, we were not there to just have fun. The sessions and speakers were the best ever. The keynote address on Monday by Jim Kohlenberger, executive director of Jobs4America, really set the tone to kick off the event. As former chief of staff for the White House Office of Science and Technology, he shared some interesting “job facts.” He mentioned that IT drove 85 percent of the job growth in the 90s. He also mentioned that jobs continue to be the top priority in Washington and that 4,000 jobs have been added each month for the past two years. Most importantly, he praised the ATA for their efforts with Jobs4America. At this point, fifty ATA member companies have signed up with the initiative and have committed to provide much-needed employment throughout the contact center industry.

On Tuesday, we heard from Julius Genachowski, chairman of the FCC, who spoke to us about broadband and high-speed Internet and how it affects America’s economic growth, global competitiveness, and most importantly, jobs. He also touched on Jobs4America and the importance of this initiative. Instead of using a podium, the staging of Phil Grudzinski and the chairman in easy chairs having a discussion was quite effective and comfortable for both the speakers and audience.

There was also the opportunity to attend a variety of sessions conducted by several industry experts. Mitch Roth started things off with an update on some of the changes and trends within the federal government. I was fortunate to be able to attend most of the sessions, which were informative and covered topics that are important to the teleservices industry.

The last speaker on Tuesday was Lois Greisman, associate director, Division of Marketing Practices – FTC Bureau of Consumer Protection. She updated us on a variety of Do Not Call issues, consumer privacy legislation, fraudulent telemarketing schemes, and “robo call” (prerecorded messages) complaints. The robo call issue is a huge concern to the FTC – complaints are on the rise and currently exceed the total robo call complaints for 2010. Lois asked the ATA and its members for assistance in ridding the industry of those who make these calls illegally.

I was very pleased with the overall ATA Summit experience. I encourage anyone who has not attended an ATA Washington Summit to add it to their to-do list for next year. It is sure to be a memorable and productive experience.

Noreen Kaminski, vice president, Government Affairs and Legislative Compliance, has been with DialAmerica for more than thirty-five years. Noreen’s in-depth knowledge of the operations side of the business as well as her client services experience makes her more than qualified to lead DialAmerica through the complexities of legal and compliance matters.

[From Connection Magazine December 2011]