|
Sunday |
9:00am |
10:30am |
Intelliforms - Scripting & Formulas |
Victoria Nelles & Patty Boyle |
Barcelona |
|
Sunday |
10:30am |
10:45am |
Break |
|
|
|
Sunday |
10:45am |
12:00pm |
Intellisite - Configuration & Set-Up, Client Training & Creative Uses |
Victoria Nelles & Cameron Reichert |
Barcelona |
|
Sunday |
12:00pm |
1:30pm |
Lunch (On your own) |
|
|
|
Sunday |
1:30pm |
2:00pm |
Mastercard Makeovers |
Victoria Nelles & Patty Boyle |
Barcelona |
|
Sunday |
2:00pm |
3:00pm |
Advanced Message Forms, Members & Reverse Save Directories |
Victoria Nelles & Patty Boyle |
Barcelona |
|
Sunday |
3:00pm |
3:15pm |
Break |
|
|
|
Sunday |
3:15pm |
4:30pm |
Advanced Programming / Creative Account Solutions |
Victoria Nelles & Patty Boyle |
Barcelona |
|
Sunday |
5:00pm |
5:45pm |
First Timer's Social |
|
Alisa |
|
Sunday |
6:00pm |
8:30pm |
25th Anniversary Opening Reception |
|
Ibiza |
|
Monday |
9:00am |
9:15am |
Opening & President's Report |
April Kasza |
Barcelona |
|
Monday |
9:15am |
10:15am |
Keynote: “How to Get the Most Out of the SNUG Convention, Your TAS, and Life” |
Peter DeHaan, PhD |
Barcelona |
|
Monday |
10:15am |
10:30am |
Break |
|
|
|
Monday |
10:30am |
11:00am |
Startel State of the Union |
Bill Lane |
Barcelona |
|
Monday |
11:00am |
11:45am |
Startel Future Technology & Development |
Startel |
Barcelona |
|
Monday |
11:45am |
12:00pm |
Presentation of "Celebrating the Past" |
|
Barcelona |
|
Monday |
12:00pm |
1:00pm |
Lunch |
|
Casablanca |
|
Monday |
1:00pm |
2:30pm |
Soft Switch Introduction, Implementation & Features |
Shamess Twardy & Startel |
Barcelona |
|
Monday |
1:00pm |
2:00pm |
Operations: Building a Long-Term Path to Success for your Agents |
Aimee Taylor |
Majorca |
|
Monday |
2:00pm |
2:15pm |
Operations: Demonstration of tasAPPstore.com Employment Services |
Peter Brousseau |
Majorca |
|
Monday |
2:15pm |
3:00pm |
Operations: Developing Standards in Your Center |
Jannemieke Keener |
Majorca |
|
Monday |
2:30pm |
3:00pm |
Soft Switch Voice Services |
Margaret Lally & Richard Pettitt |
Barcelona |
|
Monday |
3:00pm |
3:15pm |
Break |
|
|
|
Monday |
3:15pm |
4:00pm |
Secure Messaging & Email Encryption |
Josh Twardy, Steve Newell & Mystery Guest |
Barcelona |
|
Monday |
3:15pm |
4:00pm |
Operations: A Bird in the Hand - The Importance of Proactive Customer Service |
Donna West |
Majorca |
|
Monday |
4:00pm |
5:00pm |
Appointment Scheduling & Reminders |
Victoria Nelles & Patty Boyle |
Barcelona |
|
Monday |
4:00pm |
4:45pm |
Operations: Developing/Stepping Up your QA Program |
Renita Dorty |
Majorca |
|
Monday |
4:45pm |
5:00pm |
Operations: Demonstration of QuAsAr |
Matt Bogan |
Majorca |
|
Tuesday |
9:00am |
9:45am |
Technical: Microsoft Server 2008 R2 Best Practices |
Peter Brousseau & Margaret Lally |
Catalina |
|
Tuesday |
9:00am |
9:45am |
Operations: Creating a Culture of Service Excellence |
Laura Juarez |
Majorca |
|
Tuesday |
9:00am |
9:45am |
Business: The Future of TAS |
Peter DeHaan, PhD |
Barcelona |
|
Tuesday |
9:45am |
10:30am |
Technical: Alternate Delivery Methods |
Christopher Osburn |
Majorca |
|
Tuesday |
9:45am |
10:30am |
Operations/Healthcare: Demystifying EMR |
April Kasza |
Catalina |
|
Tuesday |
9:45am |
10:30am |
Business: Startel Hosted Solutions |
Steve Newell |
Valencia |
|
Tuesday |
9:45am |
10:30am |
Operations: WBIT Training & Applications |
Tom Reandeau |
Barcelona |
|
Tuesday |
10:30am |
10:45am |
Break |
|
|
|
Tuesday |
10:45am |
11:00am |
CAM-X Update |
Tom Sheridan |
Barcelona |
|
Tuesday |
11:00am |
11:15am |
ATSI Update |
Terri Paffile |
Barcelona |
|
Tuesday |
11:15am |
12:00pm |
Business Meeting |
April Kasza |
Barcelona |
|
Tuesday |
12:00pm |
1:00pm |
Lunch |
|
Casablanca |
|
Tuesday |
1:00pm |
1:45pm |
Technical: Microsoft SQL Commonly Used Statements |
Peter Brousseau |
Catalina |
|
Tuesday |
1:00pm |
1:45pm |
Operations/Healthcare: Call Centers - Clinical & Non-Clinical Applications |
Maureen DiTore |
Majorca |
|
Tuesday |
1:00pm |
1:45pm |
Business: Networking vs. Not-Working With Social Media |
Drew Ritter |
Barcelona |
|
Tuesday |
1:45pm |
2:45pm |
Stump the Geeks Panel |
Matt Bogan |
Barcelona |
|
Tuesday |
2:45pm |
3:00pm |
Break |
|
|
|
Tuesday |
3:00pm |
3:45pm |
Technical: Remote Workforce Part 1- Configuration of Remote Agents |
John Martin |
Majorca |
|
Tuesday |
3:00pm |
3:45pm |
Operations: The Doctors are in: Critical Care reporting in the Call Center-STAT |
Trish Brown |
Barcelona |
|
Tuesday |
3:00pm |
3:45pm |
Business: Developing a Customer Experience Initiative |
Cameron Reichert |
Catalina |
|
Tuesday |
3:45pm |
4:30pm |
Technical: The Science of Compliance: HIPAA & PCI Compliance in Your Call Center |
Gary Pudles |
Barcelona |
|
Tuesday |
3:45pm |
4:30pm |
Operations: Remote Workforce Part 2 - Managing a Remote Staff |
Jane Dorosh |
Majorca |
|
Tuesday |
3:45pm |
4:30pm |
Business: Growth in Spite of the Economy |
Terri Paffile |
Catalina |
|
Tuesday |
6:30pm |
10:00pm |
Silver Anniversary Event Night: Casa Esencia Hosted by Startel |
Startel |
|
|
Wednesday |
8:30am |
10:00am |
Awards Breakfast |
|
Casablanca |
|
Wednesday |
10:00am |
11:30am |
Wishlist: Completed Wishes & Top Ten Wishes |
Startel |
Barcelona |
|
Wednesday |
11:30am |
12:30pm |
Focus Group: Developing Startel's Product Development Roadmap |
Startel |
Barcelona |
|
Wednesday |
1:30pm |
3:30pm |
Casa Rondena Winery Tour (Optional) |
|
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