peak performance 2018 conference · startel/ptd/tascom conference 2018 agenda technical day •...

PEAK PERFORMANCE2018 CONFERENCE

ANNUAL MEETINGSNUG – PIN – TUG COMBINED

APRIL 22-24, 2018 • DENVER COLORADO

SNUG/PIN/TUG 2018 Agenda

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WELCOMEThe Brown Palace Hotel and Spa, Autograph Collection, synonymous with extraordinary service since 1892, invites you to experience a new level of luxury Downtown Denver hotels. Home to a collection of 241 distinct guestrooms and suites. This celebrated choice in Downtown Denver hotels spoils guests with contemporary amenities like twice daily maid service, plush terry robes, complimentary Wi-Fi in Lobby and pure artesian water from our own well. The hotel also boasts six unique restaurants and bars, a boutique spa and nearly 20,000 square feet of meeting space, making the Brown Palace as appropriate for an adventurous jetsetter as it is for a corporate-minded CEO as well as SNUG, TUG & PINetwork members.

WELCOMEWe welcome you to the 2018 Conference – we are glad you are able to attend!

Whether you are traveling with others from your company or on your own, we don’t want you to feel you are alone.

We hope you will find the PINetwork, TUG and SNUG group members to be welcoming and engaging and that you will find the time, effort and expense invested will result in a great return.

If you did not receive them at the Technical Day sessions, your conference packet along with session details and materials will be distributed at the Opening Reception –starting at 6:30p Sunday sponsored in part by Pulsar360, in Ellyngton’s off the lobby.

Special Note: We invite 1st time attendees to join the SNUG, TUG & PINetwork Board of Directors as well as the Startel, Tascom & Professional Teledata Staff Sunday starting at 5:00pm –so we can get to know you a bit prior to the start of the Opening Reception.

SNUG typically does not hold vendor exhibitions because of a very full schedule and the desire to have the primary focus on the primary vendors: Startel, Tascom & Professional Teledata.

However, back by popular demand, this year the board has added a special section and opportunity for peripheral vendors that do not compete with Startel Products .

Following the close of Monday’s General Session there will be a Wine (and Beer/Sodas) and Cheese reception where you can meet casually with our Vendor representatives:

Interior Concepts, PeoplePraise, Your Answer Solution, TeligentIP, Pulsar360, ATSI, CAM-x and the Startel Family

For Tuesday we have several separate tracks of sessions with different presentations for everyone in your company. I encourage you to review the session descriptions so that you can plan out your day and while they are broken out by platform, you are welcome to attend any session you feel will be most beneficial to you. Our presenters have worked hard to provide you with information that you can take back and use in your daily operations to grow your service.

A special note of thanks to the Lori Jenkins and the TeligentIP Group along with Tucker ‘Red-Neck Gourmet’ BBQ for donating to Saturday’s pre-conference event with proceeds benefiting the Sheryl Denny Scholarship Foundation.

Aaron Boatin SNUG President, Tom Reandeau & Lauren Garza - Conference Co-ChairsRob Ward – PINetwork President & Conference Chair John Vaughn – TUG President

We welcome you to the 2018 Conference – we are glad you were able to attend! Whether you are traveling with others from your company or on your own, we don’t want you to feel you are alone. We hope you will find the PINetwork, TUG and SNUG group members to be welcoming and engaging and that you will find the time, effort and expense invested will result in a great return. If you did not receive them at the Technical Day sessions, your conference packet along with session details and materials will be distributed at the Opening Reception –starting at 6:30p Sunday sponsored in part by Pulsar360. Special Note: We invite 1st time attendees to join the SNUG, TUG & PINetwork Board of Directors as well as the Startel, Tascom & Professional TeleData Staff Sunday starting at 4:45p –so we can get to know you a bit prior to the start of the Opening Reception. SNUG typically does not hold vendor exhibitions because of a very full schedule and the desire to have the primary focus on the primary vendors Startel, Tascom & Professional Teledata. Back by popular demand, this year the board has added a special section and opportunity for peripheral vendors that do not compete with Startel Products . Following the close of Monday’s General Session there will be a Wine (and Beer/Sodas) and Cheese reception where you can meet casually

with our Vendor representatives: PeoplePraise, Your Answer Solution, TeligentIP, Pulsar360, ATSI, CAM-x and the Startel Family For Tuesday we have several separate tracks of sessions with different presentations for everyone in your company. I encourage you to review the session descriptions so that you can plan out your day and while they are broken out by platform, you are welcome to attend anyone you feel will be most beneficial to you. Our presenters have worked hard to provide you with information that you can take back and use in your daily operations to grow your service. A special note of thanks to the Lori Jenkins and the TeligentIP Group along with Tucker ‘Red-Neck Gourmet’ BBQ for donating to Saturday’s pre-conference event with proceeds benefiting the Sheryl Denny Scholarship Foundation. AaronBoatinSNUGPresident,TomReandeau&LaurenGarza-ConferenceCo-ChairsRobWard–PINetworkPresident&ConferenceChairJohnVaughn–TUGPresident

We welcome you to the 2018 Conference – we are glad you were able to attend! Whether you are traveling with others from your company or on your own, we don’t want you to feel you are alone. We hope you will find the PINetwork, TUG and SNUG group members to be welcoming and engaging and that you will find the time, effort and expense invested will result in a great return. If you did not receive them at the Technical Day sessions, your conference packet along with session details and materials will be distributed at the Opening Reception –starting at 6:30p Sunday sponsored in part by Pulsar360. Special Note: We invite 1st time attendees to join the SNUG, TUG & PINetwork Board of Directors as well as the Startel, Tascom & Professional TeleData Staff Sunday starting at 4:45p –so we can get to know you a bit prior to the start of the Opening Reception. SNUG typically does not hold vendor exhibitions because of a very full schedule and the desire to have the primary focus on the primary vendors Startel, Tascom & Professional Teledata. Back by popular demand, this year the board has added a special section and opportunity for peripheral vendors that do not compete with Startel Products . Following the close of Monday’s General Session there will be a Wine (and Beer/Sodas) and Cheese reception where you can meet casually

with our Vendor representatives: PeoplePraise, Your Answer Solution, TeligentIP, Pulsar360, ATSI, CAM-x and the Startel Family For Tuesday we have several separate tracks of sessions with different presentations for everyone in your company. I encourage you to review the session descriptions so that you can plan out your day and while they are broken out by platform, you are welcome to attend anyone you feel will be most beneficial to you. Our presenters have worked hard to provide you with information that you can take back and use in your daily operations to grow your service. A special note of thanks to the Lori Jenkins and the TeligentIP Group along with Tucker ‘Red-Neck Gourmet’ BBQ for donating to Saturday’s pre-conference event with proceeds benefiting the Sheryl Denny Scholarship Foundation. AaronBoatinSNUGPresident,TomReandeau&LaurenGarza-ConferenceCo-ChairsRobWard–PINetworkPresident&ConferenceChairJohnVaughn–TUGPresident

MEETING LOCATIONS

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1988 Kevin Batchelder

1989 Susan Krems

1990 Larry Goldenberg

1991 Paul Johnson

1992 Mark Hastings

1993 Carolyn Beckett

1994 Herb Chinoski

1995 Dan L’Heureux

1996 Cindi Moore

1997 Jeff Beckett

1998 Lori Jenkins

1999 Bob King

2000 Stacy Polinsky

2001 Chris Bell

2002 Donna West

2003 Mary Jones

2004 Beth Cooper

2005 Dennis O’Hara

2006 Susan Mealer

2007 Aaron Boatin

2008 Ryan Chinoski

2009 TerriPaffile

2010 Matt Bogan

2011 April Kasza

2012 Tom Reandeau

2013 Drew Ritter

2014 Tiffany Taylor

2015 Kristen Borne

2016 Renita Dorty

2017 Aaron Boatin

Incoming President

Ryan Chinoski

SNUG PAST PRESIDENT’S

Celebrating our last 31 years


BUSINESS MEETING AGENDA

1) Call to Order Aaron Boatin President2) President’s Report3) Approval of the Minutes from 2017 Annual Meeting (copy in your registration packet for review) 4) Election of Directors a. Roll call for Ballot distribution b. Presentation of Slate (see Nominee listing in program) c. Floor Nominations 5) Treasurer’s Report Kelly Goodwin, Treasurer 6) Committee Reports a. Education b. Technical7) UnfinishedBusiness8) New Business a.UnifiedProductAdvisoryBoard9) Presentation of newly elected directors10) Adjournment

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Annual Business Meeting of SNUG, IncorporatedBrown Palace Hotel

Denver CO April 24, 2018


BUSINESS MEETING AGENDA

1) Call to Order Rob Ward President2) Approval of the Minutes from 2017 Annual Meeting (copy in your registration packet for review) 3) Treasurer’s Report Phyllis Shaw, Treasurer 4) Current Board Directors a Rob Ward – President b. Shelly Massey – Vice President / President Elect c. Phyllis Shaw – Treasurer (Retiring) d. Nate Gefvert – Secretary (Retiring) e. David Whitlock – Director (Retiring) f. Ken Goldenberg – ATSI Representative (Retiring)5) Slate of Nominees: a. Mark Hastings, Dana Thomas, Jeff Wood, Ray Shaw b. Floor Nominees6) Committee Reports i. Education ii. Technical7) UnfinishedBusiness8) New Business i.UnifiedProductAdvisoryBoard9) Adjournment

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Annual Business Meeting of Professional Inbound Network, Inc

Brown Palace Hotel Denver CO

April 24, 2018

STARTEL/PTD/TASCOM CONFERENCE 2018 AGENDATECHNICAL DAY • SUNDAY, APRIL 22

YOU ARE WELCOME TO ATTEND ANY SESSION OF YOUR CHOICE.Day & Time Session Title Presenter(s) Who Room

9:00am - 10:00am SQL Basics for Startel Victoria Nelles Startel Ballroom A

9:00am - 10:00am Dissecting Agent Statistics Alan Hartmann & Ray Shaw PTD Highlands

9:00am - 10:00am Report Manager .exe Joanne Scaggs Tascom Lodo

10:00am - 10:30am Best Practices for a Startel John Martin Startel Ballroom A

10:00am - 10:30amSystem Monitor - Get comfortable with

your System monitor settings and alerts.

Mike Antognetti PTD Highlands

10:30am - 10:45am BREAK Sponsored by Startel - - Foyer A

10:45am - 11:45amHow To: Putting the Best Practices List

into Action.Margaret Lally Startel Ballroom A

10:45am - 11:45am Call Statistics Alan Hartmann & John Freire PTD Highlands

11:45am - 1:00pm LUNCH - -

1:00pm - 1:45pmSellable Switch Features and More!! -

Want client specific music on hold?John Carey Startel Ballroom A

1:00pm - 1:45pmMini Forms Explained - Learn about mini forms.

Mike Antognetti & Shelly Massey

PTD Highlands

1:00pm - 4:00pm TIGR Reports Joanne Scaggs Tascom TBD

1:45pm - 2:45pmGetting the most out of your

DashboardMargaret Lally Startel Ballroom A

1:45pm - 2:45pmGetting the Most Out of

Your DashboardAlan Hartmann & John Freire PTD Highlands

2:45pm - 3:00pm BREAK Sponsored by Startel - - Foyer A

3:00pm - 4:00pm CMC 14.0 & 14.1 Victoria Nelles Startel Ballroom A

3:00pm - 4:00pmPInnacle Web Message Insertion &

Message QueryJim Graham PTD Highlands

5:00pm - 6:15pmPresidents Reception With 1st Time Attendees, BOD & Past Presidents

- -Larimer Square

6:30pm-8:30pm Opening Reception PULSAR360 Ellyngton's

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Session Descriptions:

SUNDAY - APRIL 22ND-20189:00 am: Victoria Nelles- SQL Basics for Startel SQL, it’s just another language. Learn how to communicate with your Startel database; the anatomy of a basic query statement. Have you ever wanted to pull a list of all email contacts from your database? Learn this and more...

9:00 am: Alan Hartmann & Ray Shaw Dissecting Agent Statistics PINNACLE We keep stats on everything our agents are doing, but how can we best use this data to manage our TAS? Learn what PInnacle reports give you the best information and how to customize reporting.

9:00 am: – Joanne Scaggs - Report Manager .exeSee what’s new with Tascom Reports! Learn which system reports, operator reports, and client reports provide the best information. See how reports are set up to run on a scheduled basis and where the reports are saved and how they can be transmitted or exported. Also, learn how to use Database Viewer to troubleshoot client inquiries about specific calls and messages.

10:00 am: John Martin - Best Practices for a Startel This session will provide you with a checklist of items that you should be monitoring within your Startel Server environments. During this discussion, we will answer questions like, what files should I backup ‘off premise’?, Why/How should I be monitoring disk space?, etc.

10:00 am: Mike Antognetti - System MonitorGet comfortable with your System monitor settings and alerts. Learn how to add/remove programs, turn the on/off and customize the verbiage on your alerts. Also, what monitors the system monitor?

10:45 am: Margaret Lally - How To: Putting the Best Practices List into Action. Recovering Client Data that is accidentally deleted. How to use Putty, basic switch commands, etc. How to communicate with your SIP provider when troubleshooting issues, etc.

10:45 am: Alan Hartmann & John Freire - Call Statistics - We have data that our clients want! View sample reports and learn how to present reports to your clients. You can also automate call reports for them on a daily, weekly or monthly basis.

1:00 pm: John Carey - Sellable Switch Features and More!!Want client specific music on hold? Do you need the ability to quickly insert a temporary announcement to all callers, such as a extreme weather announce or ‘Happy Holidays’ message? John Carey will teach you this and more...

1:00 pm: Mike Antognetti & Shelly Massey - Mini Forms Explained - Learn about mini forms. The part they play, how to edit and customize for special uses! (patching/texting caller)

1:00 pm: Joanne Scaggs - TIGR Reports: Learn how TIGR reports differ from standard reports, which TIGR reports provide the best information, and see the newest TIGR predefined reports in action!

1:45 pm: Margaret Lally - Troubleshooting WeirdnessIf you are not following the Best Practices in John Martin’s session, you might be Troubleshooting Weirdness. Margaret Lally will discuss and look at strange system behaviors that can be prevented by monitoring your servers.

1:45 pm: Alan Hartmann & John Freire Getting the Most Out of Your Dashboard Review all the options and customizations available for dashboard. Excite your Supervisors with colors and custom sounds/alerts.

3:00 pm: Victoria Nelles CMC 14.0 & 14.1Take a look a the best parts of CMC 14.0 that you may have missed and what is in the release of 14.1.

3:00 pm: Jim Graham - PInnacle Web Message Insertion & Message QueryA review of the message insertion and new message query API will be presented. Samples and examples will be offered during the presentation.


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MONDAY - APRIL 23RD - 2018Day & Time Session Title Presenter(s) Who Room

8:00am-9:00am BREAKFAST - BREAKFAST Prospector's Suite

9:00am-9:15am President's Welcome - -

9:15am-10:15amStartel/PTD/Tascom:

State of the CompanyBrian Stewart All

Grand Ballroom

10:15am - 10:30amBREAK Sponsored by People Praise - - Promenade

10:30am - 11:30amStartel/PTD/Tascom: State of the

Company Q&ABrian Stewart All

Grand Ballroom

11:30am - 12:00pmNew Customer Tools & Marketing

ResourcesRachel Hayes

& Pete WillgingAll

Grand Ballroom

12:00pm - 1:00pm LUNCH - - Prospector's Suite

1:00pm - 1:45pm Master Your Startel for Fun & Profit Steve NewellStartel/Tascom

Grand Ballroom

1:00pm - 1:45pm PInnacle on the Startel Soft Switch Alan Hartmann & Ray Shaw PTD Highlands

1:45pm - 2:45pm Startel Product UpdatesVictoria Nelles

& Margaret LallyStartel/Tascom

Grand Ballroom

1:45pm - 2:45pmMonadnock - Update & Upgrade

PreparationJim Graham PTD Highlands

2:45pm - 3:00pmBREAK Sponsored by People Praise - - Promenade

3:00pm - 3:40pm Startel Wish List Lucas HakesStartel/Tascom

Grand Ballroom

3:00pm - 3:40pm

Dangerous Demos: Live demonstration of PInnacle

Monadnock on Freedom 2 with Startel Soft Switch

Jim Graham, Alan Hartmann & Pat Kalik

PTD Highlands

3:40pm-3:45pmReturn to Main Ballroom:

There will be a drawing right at 3:45pm so don’t Miss It!

- All

3:45pm - 4:30pm Ask Startel/PTD/Tascom - AllGrand

Ballroom

4:30pm - 5:00pm ATSI/CAMX Updates - AllGrand

Ballroom

5:00pm - 5:30pm Vendors Introductions - AllGrand

Ballroom

5:30pm - 7:00pm Wine and Cheese with our Vendors All Promenade


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TUESDAY - APRIL 24TH-2018Day & Time Session Title Presenter(s) Who Room

8:00am-8:50am BREAKFAST Sponsored by ATSI - Prospector’s Suite

9:00am-9:05am Drawing in Main Ball Room - All Grand Ballroom

9:05am - 10:00am Pricing our services Ken Goldenberg All Grand Ballroom

10:00am - 10:10am Passing Time for Breakout Sessions - -

10:10am-11:05am High Call Volume Nate Geffvert PINetwork Larimer

Mining Your Database Matt Bogan SNUG Grand Ballroom

10:10am-11:05am Tascom Announcements and Q & A - TUG Lodo

11:05am-11:15amBREAK Sponsored by

People Praise - Promenade

11:15am-12:15pm Pinnacle Net Alex SNUG Grand Ballroom

Programming Tips for Peak Performance

PINetwork Highlands

11:15am-12:15pmFAQ for Tech Support and their

SolutionsTUG Lodo

12:15pm-1:15pm LUNCH - Prospector's Suite

1:25pm-2:25pm Business Meeting - PINetwork Highlands

1:25pm-2:25pm Switch Management Tool Drew Ritter: SNUG Grand Ballroom

1:25pm-2:25pm Roundtable -- Tools for TAS - TUG Lodo

2:25pm-3:25pm Client Requested Reports Renita Dorty: SNUG Grand Ballroom

2:25pm-3:25pm Round Tables for Managing Your TAS PINetwork Highlands

2:25pm-3:25pm Databases and Macros together Tonia Goslet TUG Lodo

3:25pm - 3:35pmBREAK Sponsored by People

Praise - Promenade

3:35pm-4:15pm SNUG Business Meeting - SNUG Grand Ballroom


Day & Time Session Title Presenter(s) Who Room

3:35pm-4:15pm PInnacle Tips & Tricks PINetwork Highlands

3:35pm-4:15pm TUG Business Meeting - TUG

members only, please

Lodo

4:20pm - 5:15pmGroup Discussion to identify the Best

of all three platforms- All Grand Ballroom

5:45pmBus Departing for

Startel Hosted Party- - -

6:00pm - 10:00pmCustomer Appreciation Event -

Howl at the Moon see ad on inside back cover

- - -

TUESDAY - APRIL 24TH - 2018 (CON’T)



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Session Descriptions:

TUESDAY - APRIL 24TH - 20189:05 am: JOINT SESSION: Ken Goldenberg: Pricing our services Pricing your services correctly has an important affect on who your clientele is, how many you keep and attract and what level of service you can provide. In this open discussion we will explore ways on how to price your services fairly to match the value you provide to your customers. We will also discuss ways to calculate and increase your profitability of each of your accounts.

10:10 am: Nate Gefvert - High Call Volume More calls equals more billable time, but unexpected spikes in call volume can often affect hold times, dispatching, and in turn the satisfaction of your client and their callers. Learn how other services are dealing with high call volume – overall or from specific customers. Go over useful tools, methods, and practices to alleviate the impact of high call volume on your operations.

10:10 am – Matt Bogan: Mining Your Database You’re sitting on a goldmine - your CMC is a rich vein of information. This session will help you dig in by exploring several different methods of collecting and aggregating data about your callers, from simple to advanced, for you to use in improving your service or selling to clients.

10:10 am - Tascom Announcements and Q & A Updates on merger-related news, system development, and your chance to give feedback on what you’d like to see Tascom focus on as they move forward.

11:15 am: Alex Molochko Pinnacle Net : Leverage your PINetwork relationships to address three common pain points in YOUR call center. Learn how to use an existing Pinnacle feature to smooth out any problems in your calls offered vs. calls answered graphs. We’ll cover: Reasons to Pinnacle Net & how it’s helped Direct Line manage growth, some basics of setup as well as a few of the challenges to watch out for.

11:15 am: Roundtables: Programming Tips for Peak Performance: Have you ever wondered how other sites utilize the same features as you? How do you program your accounts for peak performance of your agents, and your system? Let’s all discuss and share how we maximize the programming features of our Startel CMC to bring about Peak Performance at our centers!

11:15 am: Tascom -- FAQ for Tech Support and their Solutions. What are some of the most common issues Tascom tech support gets calls about? What can we learn from this to make our operations more productive and prevent problems before they occur?

1:25 pm: Drew Ritter: Switch Management Tool Startel’s Switch Monitoring Tool (SMT) is a powerful, invaluable tool that managers/supervisors/etc. can use to manipulate live switch traffic. Join Drew Ritter as he demonstrates the SMT and uses in real-world situations such as monitoring agents, adding/removing agents from queues, clearing a stuck channel or clear an alarm that is active in the system.

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1:25 pm: Roundtable -- Tools for TAS.Roundtable on tools you use and how you use them in conjunction with using your Tascom system and running your TAS in general.

2:25 pm: Round Tables for Managing Your TAS1) How to stay organized with the Activity in your TAS 2) Customer Communication - How do you keep your customers informed about what’s going on with your TAS 3) New Client Processes - How do you handle New Leads from the first day they call

2:25 pm: Renita Dorty: Client Requested Reports During this interactive session, we are going to dive into Client Requested Reporting. What reports our clients commonly ask for and how we can provide this to them are questions we will be answering. To wrap up the session, we will be looking at how we can make more money and reduce client services time by automating some of these reports.

2:25 pm: Tonia Goslet – Databases and Macros together.How to linking these two can help you to get more out of your Tascom system.

3:35 pm: Pinnacle Tip or TrickWin $100 for the best Pinnacle tip or trick you use in your TAS. Attendees will vote on the one winner, but every attendee will also be a winner with a great TAS trick to take home!



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continued on next page

Nick Giacopuzzi hails from sunny and beautiful Camarillo, California. Possessing a unique mix of technical and artistic capabilities, Nick originally pursued a career in the culinary arts at The Art Institute of California in San Diego. Soon after graduating, Nick went on to pursue a degree in Computer Science with an emphasis in Systems and Cyber Security. Graduating at the head of his class with a 4.0 GPA, Nick was awarded highest honors and multiple awards for his exemplary work and dedication in this field. After working as an IT specialist and a web application developer, Nick landed a role as IT Manager for Alert Communications in January of 2016. Over the course of his 2+ years with Alert Communications, Nick has supported the growth of this dynamic and ever changing contact center. In his time at Alert, Nick has seen the employee

base grow from 150 employees to almost double that number and counting. Nick has worked tirelessly to ensure that the infrastructure of the systems at Alert are sound and operating at peak performance. His knowledge and specialized skills in cyber security has proved invaluable to the company and to Alert leadership’s peace of mind! Nick quickly learned the ins and outs of Startel and became an active participant in the SNUG list serve, so much so that he was asked to serve on the SNUG Technical Committee which he does with great passion and enthusiasm. Nick has proven capable of any task or project thrown his way and continues to support Alert’s business through sound processes and compliant practices. Nick is known amongst his peers as a team player and a consummate learner. He is always looking to expand his knowledge of the industry and stays abreast of the latest advances in the field and the most current resources and equipment. Nick still utilizes his artistic side by coming up with creative ways and out of the box strategies to support the needs of a fast paced, evolving business and industry.

Kelly Davis: Director of Client Services at Nationwide Inbound and has been with the company since 2007. I started my journey with the company as an agent on the phones, steadily working my way through the different positions within the company to where I am today. I have made sure to bring my passion, eagerness to learn and the continued knowledge that I have accumulated within each role I held as I continue to grow.

I have been involved in several focus groups organized by SNUG this past year, including CMC OnCall, E-Mail Response and Voice Services. I presented on the Startel Appointment Schedule (SAS) for the 2016 SNUG Conference, volunteered for both the education and conference committees for 2017-2018, was awarded the Sheryl Denny Memorial Scholarship in 2014, and

lastly, received the Agent of the Year award in 2011.

My greatest strengths and benefits would have to be my dedication, willingness to help others and out of the box thinking. I truly enjoy helping tackle different obstacles, I always welcome a question through email or a phone call to talk through a situation to find the solution. Instructing others on how to use a piece of Startel that is new to their site or discussing how we have implemented the technology at Nationwide Inbound is another favorite of mine. Sharing success is a must.

My goal as a SNUG director is to help others move forward with their uses of Startel in its current state as well as cultivate ideas for the potential that Startel holds. The group itself is amazing! The way that everyone tries to help others and how we are solution based, can’t be beat. I have met my tribe. I would like to help educate others on the potential that Startel holds for them all the while continuing to grow as a leader from this great group of people!

SNUG BOARD OF DIRECTOR NOMINEES


Tom Reandeau: Vice President of Operations at Focus Telecommunications, Inc. After a six-year tour of duty in the U.S. Air Force as a trainer for the Military Police, I was employed with ADT Security where again I was involved in the training and writing of training manuals. I have served on many boards including the SNUG Board as a Director and President, our homeowners association as an officer, and also my children’s Drama Club as a Vice President. My wife Susie and I are the proud parents of twin daughters Amanda and Ashley (22 Years old) and Cassidy (17 Years old). I joined Focus in 1994 at the time of our transition to the Startel platform from another vendor specifically to assist with training. My current responsibilities

include overseeing the Operations Department of Focus, which includes Customer Service, Human Resources, Training, Quality Assurance, and our Technical Department. I especially enjoy the Technical and Training aspects of my position. Over the past 5 years at Focus created a completely 100% remote environment to include a program to train new agents. This program has been sold to other companies in our industry to assist them with the remote training process. While serving on the SNUG Board I was a Director, A Chairperson of the Education Committee and President. During my time on the Board, I was instrumental in setting up the SNUG wBIT program and the HYPERTrack system for our users. My hard work on this application and work on the board earned me the honor of being selected as the Don Berry Award of Excellence winner for the year of 2011. Focus is and always will be an active member of our industry and dedicated to SNUG. I have gained valuable information from everyone on the list serve and other members that I have had the honor to serve with. I believe that people should run for any board only if they are prepared to truly work on behalf of the organization. If elected I will be an active participant and willing to work on committees, share ideas and assist in any way possible.”

Drew Ritter: A strong believe in the power of Association, I have served on the ATSI Board, the SNUG Board and am a Past SNUG President and Don Berry Award Winner. I am entrepreneurial by nature and have been recognized by the Forbes organization in 2006 by receiving a Forbes Enterprise Award. As an aviation enthusiast and private pilot I have learned valuable decision making skills that allow me to creatively think through a problem while remaining calm in the face of an emergency. I have the patience to handle the technical, political and human resource challenges that often arise in our industry.

I run my company with the same ‘customer first’ philosophy under which it began when my mother first opened the business. I believe in creative problem solving, fiscal responsibility and having fun in the process. My goal is to find the perfect blend of technology and personality that truly defines a great call center while continuing to prove our relevance

in the marketplace. If elected to the Board, I plan to work for our Membership with the same caring, innovative and creative mentality I apply in my life and business.

SNUG BOARD OF DIRECTOR NOMINEES (CON’T)


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Next Year… Portland, Oregon

You Can, in PortlandNo matter what it is you’d like to be, do, eat or drink — even if you’ve never tried it before — You Can, in Portland.

May 5 ~ May 7 2019 The Benson Hotel Portland, Oregon

peak performance 2018 conference · startel/ptd/tascom conference 2018 agenda technical day •...

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