Why I love attending the NAEO annual conference

The National Amtelco Equipment Owner's (NAEO) annual conference starts next week and it got me thinking about what specifically I look forward to. There are so many things I had a hard time narrowing it down, but these are probably my top 10 reasons/benefits (in no particular order):

1. Have loads of fun, laughs and adventure

2. Meet new people

3. Reconnect with some 'old' friends (in person)

4. Sharing ideas and support with industry colleagues

5. Visit a city I've never been to before; or explore different areas of a city that I have been to before

6. Learn about new software and features

7. Learn new programming skills/techniques

8. Learn more about different industry best practices

9. Discover more opportunities on how to be more involved with the association

10. Bringing back all the new ideas and experiences back to share with our crew!

 

Gloria, Taryn, Cheryl & I taking a break from the festivities in Dallas, TX (2014).

Gloria, Taryn, Cheryl & I taking a break from the festivities in Dallas, TX (2014).


Intercon Messaging Won the CAM-X Award of Distinction for the 13th Year!

On October 2nd, at the CAM-X (Canadian Call Management Association)  51st Annual Convention and Trade Show held at the Hilton Doubletree in Charleston, South Carolina, we were honoured with the 2015 CAM-X Award of Distinction for the 13th time!

The calls are judged using various criteria including customer relationship management, courtesy, etiquette, the use of proper call techniques, as well as response time and accuracy.

"The CAM-X Award of Distinction is designed to promote excellence in service and knowledge for Call Centre accounts. This program ensures Call Centres meet the strict criteria of professional service delivery while embracing technological advancements." says CAM-X President, Debbie Iacovone. "By winning this award, lntercon Messaging, Inc. has proven their excellent grasp of the extraordinary service levels necessary to satisfy such diverse and complex accounts. Congratulations lntercon Messaging, Inc.!"

Intercon Messaging Won the CAM-X Award of Excellence for the 15th Year!

On October 2nd, at the CAM-X (Canadian Call Management Association)  51st Annual Convention and Trade Show held at the Hilton Doubletree in Charleston, South Carolina, we were honoured with the 2015 CAM-X Award of Excellence for the 15th consecutive year! To add to the excitement of this wonderful achievement, our agents hard work earned us a spot in the top 10!

The calls are judged using various criteria including response time, courteousness of the agent,  accuracy of the call, knowledge of the account and the overall impression of the call.

"The CAM-X Award of Excellence is a proven benchmarking program that enhances customer service for the Telephone Answering Service Industry throughout North America and the world." says CAM-X President Debbie Iacovone. "Technology advancements have made it possible to meet a variety of client needs yet it is the agents who take the calls that determine the overall customer satisfaction levels. The CAM-X Award of Excellence ensures agents not only meet the consistent, professional service levels clients demand, but exceed them. Since the inception of this Awards Program member participants have seen these service levels soar. I congratulate lntercon Messaging, Inc. for their achievements and commitment to excellence." 

NAEO 2014 Annual Conference

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 Cheryl, Taryn, Gloria and I attended the 2014 NAEO (National Amtelco Equipment Owners) 30th Annual Conference earlier this month. Yet another great event! I’ve said it before and I’ll say it again: “It never ceases to amaze me how helpful and willing to share knowledge the people in this industry are!” So to keep in the spirit of the organization, here’s a summary of our experiences this trip! 

An overview of this year’s conference highlights and take-aways:

  • This years’ conference was held in Dallas, TX at the Omni Hotel. It is a beautiful new hotel close to shopping, restaurants and historical landmarks like the JFK Memorial. Luckily we were able to see a little bit of the area while we were there!
  • Reconnecting with friends and industry colleagues, making new ones, and serving as conference ‘buddies’ for first timers.
  • Keynote speaker Cy Wakeman is a national keynote speaker, business consultant, New York Times bestselling author, and trainer.  Her message showed people how to turn excuses into results and transform unhappy employees into accountable ones.
  • We got some face time with Amtelco and TAS Innovations. Once again our amazing vendors are working to implement changes we have requested!
  • There were great Operations, Sales/Marketing and Technical breakout sessions as well as the wonderful Round Tables discussions! The four of us split up so we could attend as many sessions as possible. Still wish I could be in two places at once sometimes!

An overview of the technical and software information we learned:

  • Very excited about our journey into SQL! The possibilities seem to be endless!
  • I attended the Amtelco Infinity maintenance session again this year and still took over a page of notes!
  • New ideas to ‘up our game’ for in-house call rating
  • Cheryl and Taryn both attended the IS course and have some great ideas to move forward with!
  • Think like a franchise and replicate ALL processes
  • Don’t Turn Ropes into snakes!

Other memories and things we learned on our adventure:

  • Texas is the land of contrast from the vibrant colors in their landscape to their forms of energy production.
  • Cheryl and Taryn love free stuff!
  • Towels are multi – purpose. They can be towels, shawls, bonnets, and so much more!
  • Bill can form any cowboy hat using the condensation from his glass.
  • Texas loves their food – felt like we were on a ‘foodie’ holiday!
  • As good as it sounds, we don’t want an office filled with BMW’s!
  • Playing the church game in Texas is a bit overkill.
  • Abilene is like a mini vortex – hard to leave!
  • HWY 90 is elusive.

 All in all it was a fantastic trip! Thank you to everyone at the conference and of course everyone at the office who covered for us while we were gone!

The CAM-X 48th Annual Trade Show and Convention

Wow - thank you team! Can't say enough about how proud I am!!

On Friday October 19th, as the awards ceremony unfolded at the CAM-X 48th Annual Trade Show and Convention in Victoria, I had many thoughts running through my mind.  We’ve won the Award of Excellence (AOE) for 11 straight years; will we do it again?  We’ve won the Award of Distinction (AOD) for 10 out of the last 12 years; will we do it again?  We usually rate the calls ourselves and have a reasonable idea.  But, this year, we knew we had one very bad call and could find records for only five more; we had 4 wild cards.  We wondered why agents did not tell us they’d received another CAM-X call…was no news good news, or bad news?

Lil Lyle and Linda Osip did the order of presentation differently this year and the longer they went without calling our name the more I trembled in my seat.

Our history is 14 years in the AOE program with 12 consecutive wins.  Eleven years in the AOD with 10 wins, the last 9 consecutive. In 1999, three years after purchasing Valley Communications, we entered our first AOE.  The AOE is an industry-benchmarking program that began 23 years ago. One Member Company, @liveconx has 23 consecutive awards!  Unfortunately, we did not achieve the required 80% in 1999 or 2000.  In 2001, we entered both the AOE and AOD. With encouragement and coaching from Lil Lyle, continual educational opportunities and sheer determination, we won both awards! In 2002 we won AOE only. In 2003 we focused our energy on AOE only and brought home the award. In 2004 after winning the AOD, Intercon Messaging was awarded a huge contract due to the awards we have won through CAM-X!

I am very privileged and pleased with the dedication, commitment and education of our people, which is vital in achieving the score necessary to win these esteemed industry awards. 

I am extremely grateful to my people for their hard work, their commitment to education, their persistence and all that they do, all day every day, to provide an outstanding level of service to our clients and their callers.

Thank you to each and every person who works for Intercon Messaging.