Board Meeting Minutes

       

 

Board Meeting Minutes

Conference Call

Thursday, May 20, 2010

 

Present:

 

Gary Blair GB

Mary Anne Straw MAS - AWR

Tom Sheridan TS

Brad French BF - AWR

Nicole Linde NL - Joined at 1:33pm

Denise Reynolds DR

Tim Carwell TC

Patty Anderson PA - AWR

Linda Osip  LO

 

FOR ACTION items are underlined

 

• 1. Call to Order: 1:07pm

 

•2.    Moved by TS, seconded by DR

To approve the minutes of the April 16, 2010 meeting             Carried.

 

• 3. Business arising from minutes: outstanding ‘for action' items for LO, Answernet and ATSI conference between now and last meeting

 

• 4. Committee Updates

 

Convention 2010:  TS reported

• - To summarize from last meeting
• - All speakers and participants are confirmed
• - Agenda is finalized
• - TS and LO had a phone conversation with Carolyn
• - TS stated that he has not met her but likes her very much
• - TS putting finishing touches on the vendor package - convention chair message
• - NL will be working on the promotional materials for the convention
• - Hoover Dam contract is complete
• - TS talked to Alex re: search engine optimization - it will be a technical session
• - Stacey Polinsky will help with the time capsule
• - LO reported a meeting with James Millman - suggests he should speak about Social Networking (how to make it work for your company)
• - LO to contact Carolyn
• - LO is working with Dan and Kurt Duncan on a vendor promo piece; mail out chocolate covered strawberries as an invitation to a webinar to discuss convention
• - LO received very positive feedback at ATSI convention about our Las Vegas conference
• - GB suggested aggressive marketing to start - full program should be out, then highlight the pieces: Deadline June 7^th
• - LO reported advertising in Contact Management Magazine and Connections will all be the same ad for continuity
• - TS to contact panel members to get questions / ideas for the panel

 

Convention 2011:  LO reported

• - Nothing new to report

 

Awards:  LO reported

• - Lessons learned re: streaming Awards Ceremony from ATSI
• - Need to pan the crowd
• - LO working with Answernet for a new Award of Excellence for Outbound

 

Education:  DR reported

• - Webinars
• - May 26^th Ron Guest - TwoGreySuits
• - June 16^th Carolyn - 10 Cardinal Sins of Marketing
• - July 15^th and July 22^nd Barbara Bradbury - Achieving Customer Service Excellence on Every Call

  

Communication:  NL reported

• - Vendor package is out to LO / finishing touches with Chair Message from TS
• - Supervisor Newsletter is out
• - NL working on Connections Ad
• - Contacted Hard Rock Hotel for Breast Cancer fund raising. It is the Café that has supported it, not the hotel - separate entity
• - NL working on guitar with both logos (brighten logos)
• - NL is available for a couple of weeks

 

Membership Development:  TS reported

• - TS will contact all ATSI and CAM-X members from database prior to the conference - reminder calls
• - LO successful at the Booth at ATSI
• - TS commented that ATSI reported a loss for year end
• - Dues increase was talked about at ATSI

 

Telephone Liaison:  TC reported

• - Bell has forwarded off everything we sent to a new person
• - It is moving but very slowly
• - We did get some interest from Bell
• - We are starting in the East
• - Bell has agreed to go ahead with this and we will be planning the meetings in conjunction with PEG & M Plus
• - Montreal will have 15-30 people
• - Budget to be determined
• - Ideal would be PEG meeting in Montreal August 17^th (Tuesday)
• - TC will send dates for other PEG and M Plus meeting to LO for these minutes

 

By-Laws:  MAS not on the call

 

Nominations:  MAS not on call, LO reported

• - Appletree has employed Trisha Stenberg - she is interested in running for the Board
• - Doug Swift is interested in running
• - Todd Lyons has declined but wants to be approached in the future
• - MAS still working on contacting others

 

• 5. Connections Magazine:
• - TS talked to Peter DeHaan at ATSI
• - TS sent links to Board members
• - In the Electronic version of the magazine we get: banner is there as soon as you open the document and we are in a couple of levels under ‘articles'
• - www.connectionsmagazine.com under back issues / viewing table of content or printing issues our banner is there
• - We need to update our banners
• - We can increase the size
• - We need to freshen it up with a different colour
• - TS will get the dimensions for the banner ad and the centre ad to NL
• - NL will create the new look - Deadline: May 21^st
• - TS will contact Peter DeHaan with this

 

• 6. Other Business: GB received a certificate in the mail from NAEO for attending the NAEO Intelligence Series workshop. Certificate for Leadership Training
• - DR to work on the design and forward to LO

 

• 7. Next Board Meeting date:

 

June 17^th @ 1pm ET

 

•8.    Moved by TS, seconded by TC

To adjourn 2:03pm                                                   Carried.

Board Meeting Minutes

Executive Royal Inn, Calgary, AB

Friday, April 16, 2010

 

Present:

 

Gary Blair GB

Mary Anne Straw MAS

Tom Sheridan TS

Brad French BF 

Nicole Linde NL

Denise Reynolds DR

Tim Carwell TC

Patty Anderson PA - AWR

Linda Osip  LO

 

FOR ACTION items are underlined

 

• 1. Call to Order: 9:06am

 

•2.    Moved by TS, seconded by MAS

To approve the minutes of the March 18, 2010 meeting          Carried.

 

• 3. Business arising from minutes: none

 

• 4. Committee Updates

 

Convention 2010:  TS reported

• - Communicated with Marcy - she was getting pricing for the Hoover Dam tour - she will have the information to us shortly
• - We had a presentation by Ron Guest of twogreysuits on Social Media, focusing on Internet policy - thought that we may want to look at how to make money with social media, but after the presentation, we may want to look at how social media is affecting employees and how they communicate
• - Once employees put something out there you cannot take it back
• - We may get him to present at convention at no charge if he can sell to WSTA and other Associations
• - GB pointed out that our membership is not utilizing twogreysuites website. On a renewal basis this would be good for him to talk to our owners

 

• - This subject matter is a very hot topic Social Networking / what to be aware of
• - MAS reported that there are ways to make money off of Social Media but it is still very new / markets are still being researched and developed / companies have a person on staff that is managing twitter accounts
• - NL reported that Google changed their search to capture facebook and twitter communication
• - If your company does not have facebook or twitter you will fall behind on the google search list
• - Social Media Marketing will be covered by Carolyn
• - LO to contact Ron Guest to speak in Vegas
• - TS to confirm Alex Heimann re: Search Engine Optimization
• - Panel has been finalized. Tom Gelbach, John Ratliff, Marc Bombenon, Chris Bell, Terri Paffile, Cindy Roma
• - TS will contact the panel to gather ideas for questions
• - BB is confirmed to facilitate the round table
• - John Ratliff has agreed to shave his head for breast cancer
• - Denise Reynolds to approach Kristin Crowe to make the first shave
• - LO to contact Brad Swift re: Website for John Ratliff / fundraising
• - Idea: John to walk in with pink hair at opening reception LO to contact him
• - LO to contact hotel hair salon for the equipment etc...
• - Idea: All Board members to dye their hair pink
• - LO to contact Breast Cancer Association in Toronto for contact information
• - MAS would like us to consider Prostate cancer for next year
• - Time capsule - we need a form that has the topics the panel will discuss, an area to fill in what they think / LO and TS to create the form
• - Other items to go into time capsule: vendor information from show (current brochures), membership list with contact information for both CAM-X and WSTA, business cards with logos,

 

Convention 2011:  LO reported

• - LO and GB completed a site visit to 5 properties
• - Made a decision to go with the Hyatt Regency - in the area designated as the theatre district, very modern property, where all of the festivals are held, very exciting and vibrant part of town
• - Attached to complex with interior mall, minutes from Old Montreal, very well located
• - Totally re-done, 20 year old property
• - It has a very contemporary and modern look
• - Room for rent at another property for the gala event - it has a Moulin Rouge theme - Chateau Champlain, - it was a show bar room, like a can can performance hall
• - LO to research rental pricing and F & B contract with Hyatt

 

Awards:  LO reported

• - Answernet conference next week
• - ATSI is finished
• - LO received the final reports and the winner list has been sent to United Trophy
• - CAM-X is well under way / both AOE and AOD

 

Education:  DR reported

• - Leadership week in Toronto and Calgary went really well
• - We had very good feedback from the evaluations
• - Well received
• - Observations: Toronto wanted the 2 days back again
• - CSRs don't have money for cash bar
• - Intercon wants 2 days
• - Look at 1.5 days
• - Mid week is ok
• - Breakfast should be provided second day
• - Keeping it in same week is a good idea
• - GB is suggesting one sales seminar and one supervisor seminar at either end of the country
• - Delta Grand View or Niagara Falls should be a consideration instead of an airport hotel
• - Tim Carwell suggested that people would go to a Toronto event from the west as long as they are of equal worth
• - Survey the membership to those that drive in to both Calgary and Toronto to see if a different location would influence their decision ie Select and Extend / LO to place calls
• - Idea: Supervisor Convention with an Awards Ceremony ie: Supervisor of the Year Award // Nominated from the owner???
• - Research awards - LO to check with Paul re: Dolly awards
• - LO to approach awards committee re: Recognizing 5 year sticker for certification / Get pins for 5 years
• - LO to get Ida to create the spreadsheet with the history and data of certification
• - LO to check industry calendar to find out when other supervisor seminars are being held
• - LO to ask John Ratliff about his staff attending if program was good for his company
• - Webinars: May Certification, June Carolyn, July Barbara Bradbury
• - Idea: Twogreysuites website for a webinar - demo
• - DR to work on all webinar presentations and contacts

  

Communication:  NL reported

• - Website navigation of our site is hard
• - Site works well now, but we need to tweak it a bit
• - Members don't go to the site very often, just for events
• - Fix it instead of going to a new company
• - Membership list - name only, double click to get more data
• - LO to contact Numerique
• - NL, GB and TS will act as editors for feedback for stuff LO puts out
• - NL showed vendor and delegate package
• - TS to create Chair Message for vendor package and send to LO

 

Membership Development:  TS reported

• - LO completed a mail out prior to Supervisor Training / continues to ‘clean' the list
• - LO and GB presented a membership promotion to NAEO
• - GB to talk to Billie Peppard
• - 144 members - we are up 5 from last year at this time. 11 new members, 6 gone (5 non-payment, one sold)
• - LO reported that she will attend ATSI / vendor booth

 

Telephone Liaison:  TC reported

• - Tim met with Bell Canada April 15, they are slow moving
• - They did send us what they are prepared to provide us re: tour and content for each city: Toronto, Montreal and Calgary
• - They want to know how many people will come through
• - They will talk about what they have to offer in the morning and then go on a tour
• - They are talking about ‘pay for lines' as you need them
• - SIP - managed phone line
• - Disaster recovery
• - TC reported that these are first class centres
• - They are partnering with Shaw and Telus
• - MAS and TC will work on the marketing piece
• - Bell wants to become a member of CAM-X
• - TC to get the contact person for LO to follow up for vendor membership
• - LO suggested that the groups meet in conjuction with PEG meetings
• - TC and GB to organize their PEG groups
• - LO to get in touch with PEG 1 group and M Plus (meeting June 23)

 

Convention Meeting:

• - DL, MJ joined the meeting via conference call
• - TS took the committee through the program
• - Hoover Dam - Marcy has placed 2 calls with no return call
• - Carolyn's presentation / workshop - 7 topics
• - Plan your success, Branding, Client Relations, Newsletters, Social Media / Networking, Trade Shows, Public Relations, Advertising
• - TS and GB to work on bi lines for topics (fun and smart)
• - Figuring out who your core customer is and how to market to them,
• - LO to speak to Carolyn - direct her towards owners - give her a better idea who the audience is - bringing in new business - what are your newest ideas dealing with today's issues
• - LO to conference in TS for this meeting
• - Second day social networking and search engine optimization
• - Ron Guest gave a presentation policies HR side of things - we are going to invite him to join us
• - LO to send Dan and Mary a link to the site
• - LO explained what twogreysuits is etc
• - DL requested information for the WSTA membership
• - Alex wants to do search engine optimization part only
• - AGM concurrent sessions, cross members, WSTA meeting only takes about 15 minutes, DL will slot his AGM
• - BF has the PEG meeting and will fill in the panel
• - Barbara Bradbury will facilitate the round table discussions
• - Newsletter marketing with Donna West - has not agreed 100%, where to get content
• - Dan will coordinate the vendor wine tasting- the idea is to move around to the different vendor tables
• - Idea: Laptop and computer with video winetasting instruction 3 minute piece / or do it at the session previous to the tasting
• - Wine is calculated in the budget
• - Silent auction table open as soon as we can
• - Cards at vendor booth - prize for the best poker hand
• - Panel is complete
• - TS to contact Stacey Polinski to introduce the time capsule
• - Theme: Hold em Fold em and Wow em
• - Sub themes from NAEO presentation: Good marketing is no crap shoot, Don't gamble away these opportunities, Come play in the big leagues, 2020 Time Capsule - come play the odds
• - TS to work on new bi lines and sub themes
• - DL thinks it is a great idea from the on going perspective - each email and session can have more bi lines, so that it is not the same thing over and over again - promotion can be very targeted and small, you do not have to read a lot
• - May 1^st is the deadline to have all names confirmed
• - WSTA members can choose to attend the gala or not / it is a buffet item on the registration
• - GB reported that he attended his first NAEO conference. Their opening receptions for first timers included a scavenger hunt to gather information about other attendees.
• - GB to work on questions for our scavenger hunt
• - WOW gala theme formal - LO to enlist decorating committee
• - Next convention meeting: May 6^th 11am Eastern

 

By-Laws:  MAS reported

 

After much discussion, the Board of Directors agreed to the following:

• - Amend Regular Membership definition
• - Introduce a new category of membership: International Member
• - Allow notice to members via electronic communication
• - Allow member votes via electronic communication

 

• A. Amendment to Regular Member Definition

 

"Where a regular member operating a QMHO has similar control by management and or ownership of one or more other QMHO, such member shall not be entitled to register such additional QMHO as a Regular Member.  "

 

What it means to you is that a member with multiple locations whether or not with multiple legal entities is only entitled to one vote.

1.  International Member - Is any message handling organization (MHO) OR an individual employed by that organization OR a person who is acceptable by the Board of Directors, whose business does not include a presence in Canada and is also a member of a like association in his home country, if such is available.   International Membership dues, or exemption there from, are subject to agreements as determined by the Board of Directors or are determined from time to time by the Board of Directors.

 

• C. Official notice to members can be done either via Canada Post or electronic format.

 

• D. Voting can be done either in person, via Canada Post, fax or email

 

 

 

Nominations:  MAS reported

• - John Ratliff & Doug Swift have declined
• - Dana Lloyd is pregnant
• - MAS to contact Gail Smith, Marcy Hewlett, Bill & Sue Tucker, Judy Beaver, and Scott & Todd Lyons before May 21^st.

 

• 5. TS will contact Peter re: 2500.00 banner advertisement - what can we get for that money for convention pre and post

 

• 6. Other business:
• - none

 

• 7. Next Board Meeting date:

 

May 20^th @ 1pm est

 

•8.    Moved by BF, seconded by MAS

To adjourn 4;25pm                                                   Carried.

 Meeting Minutes

Conference Call

Thursday, March 18, 2010

 

Present:

 

Gary Blair GB

Mary Anne Straw MAS

Tom Sheridan TS

Brad French BF 

Nicole Linde NL - AWR

Denise Reynolds DR

Tim Carwell TC

Patty Anderson PA - AWR

Linda Osip  LO

 

FOR ACTION items are underlined

 

• 1. Call to Order: 1:04pm

 

•2.    Moved by TC, seconded by TS

To approve the minutes of the February 24, 2010 meeting     Carried.

 

• 3. Business arising from minutes: none

 

• 4. Committee Updates

 

Convention 2010:  TS reported

• - A committee call was scheduled yesterday, but we had to cancel and re-schedule for tomorrow March 19^th
• - Revised schedule has gone out
• - Carolyn's contract is signed
• - The program is in good shape
• - Speakers and panel members looking good

 

Convention 2011:  LO reported

• - All responses back from RFP
• - Spreadsheet created - LO forwarded to GB
• - LO and GB to meet while at NAEO
• - Will schedule site visit trip

 

 

Awards:  LO reported

• - Answernet final results just in
• - LO keeping on top of percentage of completed calls for ATSI
• - CAM-X AOE calls have started
• - CAM-X AOD calls about to begin

 

Education:  DR reported

• - Leadership week in Toronto and Calgary good to go
• - Line up is very good / strong sessions and speakers
• - Committee has made some calls to supervisors to encourage attendance
• - DR working on webinars
• - Carolyn has agreed to do a webinar in June (10 cardinal sins for marketing)
• - Looking for presentations for July and August
• - GB reported that Barbara Bradbury has agreed to give a webinar presentation on customer service excellence with the telephone for another group - should be approached for CAM-X

  

Communication:  NL reported

• - NL not on call / nothing to report

 

Membership Development:  TS reported

• - LO created a mailing list of 150 contacts of TAS in Canada
• - Mail out March 5^th - Sent out rack cards (5 reasons to join CAM-X), one page document on Leadership Training and business card
• - Shipment went out to NAEO yesterday with delegate back stuffers
• - NAEO has given GB and LO 15 minutes on the program
• - LO creating the ppt
• - Will help to get the word out
• - Current # of members 144 - since October 2009 we are up 6, down 1, net up 5

 

Telephone Liaison:  TC reported

• - Met with Scott Irvine of Bell Canada- secured tours in Calgary, Toronto and Montreal to show applications they run to deal with disaster recovery and continuity
• - Will show what they are doing / their own internal systems / what they are doing for their customers
• - Trying to get a lunch sponsored
• - Need to pick dates and get the information out
• - TC to coordinate with LO / list serv
• - Trying to get them involved in the Association as vendors
• - Four Parts:
• o Managed service
• o Co location
• o Build your own
• o Products that Bell has

 

By-Laws:  LO reported

 

Proposed By-Law Change

• 1. CAM-X new membership category:

International Member - Is any message handling organization (MHO) OR an individual employed by that organization OR a person who is acceptable by the Board of Directors, whose business does not include a presence in Canada and is also a member of a like association in his home country, if such is available.   International Membership dues, or exemption there from, are subject to agreements as determined by the Board of Directors or are determined from time to time by the Board of Directors.

(This is to cover the present arrangement for mainly ATSI members who are also members of CAM-X. The current category of ‘Reciprocal Member' does not fully define the dual memberships and does not use the same terminology as ATSI uses.)

 

• 2. Amendment to Regular Member:

Where a Regular Member operating a QMHO has control by management and/or ownership of one or more other QMHO, such member shall be entitled to register additional offices at fees as determined by the approved dues structure and shall be entitled to one vote for each office so registered, to a maximum of three.

 

• 3. Use of electronic communication for by-law changes and quorum

 

• - MAS to contact Bill Tucker, Casey Smit and Doug Swift to get their thought process in coming up with these suggestions
• - This issue needs to be complete as we leave the face to face meeting in Calgary
• - LO to research other Associations for verbiage used to vote electronically
• - Right now the changes have to be made at the AGM with advance notice
• - We want to make it less restrictive and be able to use electronic means of communication
• - LO to speak to Dan L
• - LO identify section re: notice for TS and MAS
• - Invite committee to present at AGM
• - Notification to go out to membership
• - LO to send out By law changes with AGM notice and proxies
• - LO to send by laws and changes to MAS

 

Nominations:  MAS reported

• - MAS has a short list that she has put together over the year
• - It is time for a soft touch to the people on this list
• - MAS to contact all on list
• - We need 2 people for the new board
• - Doug said that if John was running he would not like to run at the same time - did not want 2 large companies represented on the board at the same time
• - Doug Swift, John Ratliff, Dana Lloyd, Linda Lloyd, Gail Smit
• - GB and LO to approach Michele Matte at NAEO
• - LO to contact Marcy Hewlett

 

• 5. Website - Numerique

 

Response from Mike Crossman:

• - They obviously do not want us to handle our site
• - It could very well be that they have set up their system as they have stated and therefore could not give us access (as we would have access to all of their information, not just ours)
• - Suggests generic ftp access such as ‘Go Daddy'
• - The web space is approximately 5-10.00 per month
• - We own our domain so we can point it elsewhere
• - Process would be to get a new host, pay per month and build our new site (we can watch the progress and add/delete/edit as we go)
• - Then contact Numerique and get the domain pointed to the new host

 

LO reported that at this point she has not spoken to Nicole about this.  However, Nicole had stated that she and another person from Intercom could work on the new site.  Nicole is back beginning of April - we can discuss this in detail at our face to face meeting in Calgary.

• - LO to add to agenda for April meeting

 

• 6. Other business:
• - TS reported from his Supervisor meeting: comments made that it is tip off to the agents as our callers are generally very nice / unusually nice
• - Tip off is the area code / if caller offers 7 digits instead of 10
• - Suggesting irate callers / not so nice all the time
• - Suggest 2 out of 10 calls not be so ‘nice'
• - LO to take back to committee

 

• 7. Next Board Meeting date:

 

Friday, April 16, 2010 in Calgary - LO to send out hotel information

 

•8.    Moved by BF, seconded by TS

To adjourn 2:02pm                                                               Carried.

     

Board Meeting Minutes

Conference Call

Wednesday, February 24, 2010

 

Present:

 

Gary Blair GB

Mary Anne Straw MAS

Tom Sheridan TS

Brad French BF -  AWR

Nicole Linde NL - AWR

Denise Reynolds DR - AWR

Tim Carwell TC - AWR

Patty Anderson PA

Linda Osip  LO

 

FOR ACTION items are underlined

 

• 1. Call to Order: 1:13pm

 

•2.    Moved by TS, seconded by PA

To approve the minutes of the January 26-27, 2010 meeting Carried.

 

• 3. Business arising from minutes: none

 

• 4. Committee Updates

 

Convention 2010:  TS reported

• - Convention committee meeting yesterday February 23^rd
• - Went through the reorganized schedule and the ‘to do' list
• - Program agenda is in good shape
• - No major changes but more organized
• - We divided up the list of speaker contacts (who is calling who)
• - Next conference call in 3 weeks
• - Chris Bell came up with the idea of creating a time capsule for 2020 regarding what people think will happen in our industry in the next 10 years (as a start to the Future of our Industry panel)
• - We need to formulate 10-12 good questions for the panel
• - Marcy Hewlett has done research on the Hoover Dam trip - 7 hours for 50.00 (very full day) She is following up with the company to ensure that we have a coach / bus exclusive for CAM-X members

 

Convention 2011:  LO reported

• - RFP went out
• - 8 hotels have responded
• - Spreadsheet is being created
• - LO to follow up with proposals to refine details ie: upgrades etc...
• - LO to forward spreadsheet to GB
• - LO to schedule site visits

 

Awards:  LO reported

• - Compliment of a CRG caller received by CAM-X office
• - GB commented that his staff appreciated the CRG side of the scoring / judging that was part of the AOE webinar
• - Percentage of calls on track for ATSI & Answernet
• - CAM-X AOE error list is being worked on - hope to have the calls start within 1.5 weeks
• - AOD deadline February 26^th

 

Education:  LO reported

• - Tom Sheridan will run the Remote Agent session
• - Ron Guest of Twogreysuits will run HR demo and Social Networking session
• - Dana Lloyd and Barbara Bradbury will run the Performance Management session
• - Barbara will travel to Calgary and tag team the session with DR
• - LO will run the HR demo and report the Social Networking session
• - DR has the contact information for Carolyn re: marketing webinar
• - AOE webinar was very well attended

  

Communication:  NL reported

• - NL not on call

 

Membership Development:  TS reported

• - Database has been updated
• - He has added ‘constant contact' in the CO office and an automated fax device to help with our efforts

 

Telephone Liaison:  TC reported

• - TC not on call

 

 

By-Laws:  LO reported

• - Project has not been completed

 

Nominations:  MAS reported

• - MAS has the following list of people who have mentioned their interest
• - MAS to contact them late spring
• - Call for nominations to go out in the summer

Doug Swift

John Ratliff

Dana Lloyd

Linda Lloyd

Gail Smit

Trisha Stenberg

 

 

• 5. Website - Numerique

 

Response from Numerique

For an FTP Access, it all depends on what exactly you need.

 

If you require an FTP access so you guys can share files, we can definitely open you an account. If you guys require having access to the source files to make changes directly in pages on your website, we can't give you guys access directly to those files. The reason is simple. Since we're the only ones developing on our servers, we don't limit ourselves in the different functionalities that are available from one website to another, which enables us to do some things that other companies wouldn't be able to.

 

Although by doing so, giving someone access directly to their files on our server would be the equivalent of giving them access to our entire server (which would be of course a big security issue if we would do that).

 

If for any reason you guys need the source files of your website, we can ship you a CD with all that, but we can't give you guys direct access to our servers.

 

• - GB noted that it seems like a vague answer
• - We need to have someone who really knows the world of internet to look at their answer
• - GB stated that BF had mentioned that Mike Crossman from Alliance could help us with this
• - LO to contact BF and Mike Crossman to advise us on how to respond to their answer and to set up a call with Numerique if need be

 

 

 

 

• 6. Other business: None

 

• 7. Next two Board Meeting dates:

 

Thursday, March 18, 2010 via conference call

 

Friday, April 16, 2010 in Calgary

 

•8.    Moved by PA, seconded by MAS

To adjourn 1:45pm                                                               Carried.

Board Meeting Minutes

Hard Rock Hotel, Las Vegas, NV  January 26-27, 2010

 

Present:

 

Gary Blair GB

Mary Anne Straw MAS - AWR

Tom Sheridan TS

Brad French BF

Nicole Linde NL

Denise Reynolds DR

Tim Carwell TC

Patty Anderson PA

Linda Osip  LO

Joined:  February 27, 2010

Mary Jones MJ

Marcy Hewlett MH

Dan L'Heureux DH

 

FOR ACTION items are underlined

 

• 1. Call to Order: 9:07am

 

•2.    Moved by BF, seconded by TS

To approve the minutes of the December 17, 2009 meeting   Carried.

 

• 3. Business arising from minutes: none

 

• 4. Follow up regarding discount for multiple office participation in the AOE:

 

• - GB stated that he appreciated everyone's comments in the email thread on this topic
• - This issue was tabled by a member at the last AGM in Kelowna, therefore the Board performed due diligence in discussing the matter
• - As per the majority vote of the Directors, a discount will not be offered. There is no cost savings for CAM-X for multiple offices and therefore nothing to pass on to the members

 

 

 

 

 

 

• 5. Committee updates

 

Convention 2011

• LO reported that Montreal Tourism has a promotion going on for the Association to receive 10.00 per room night booked if we deal with one of four hotels they are recommending
• LO to send names of these hotels to GB
• There are also two Delta properties in Montreal. GB stated that the better of the two is located in Old Montreal, not close to the downtown core
• TS pointed out that the Hard Rock Hotel is not on the strip
• LO reported that this was a conscious choice in site selection / this is a smaller property and ‘fits' us better
• Discussion - Montreal is a large city with lots to choose from for off-site evening sponsored by a vendor. Could be an excursion to Old Montreal
• Reminder to LO PEG Feb 9^th
• LO to arrange site visits

 

Awards

 

• LO reported that the AOE for CAM-X has launched and the WOW factor now counts - currently receiving registrations and will place calls to those not registered (from last year`s list)
• LO to remind participants that the person in charge of filling in the forms needs to stay on top of the information etc....
• AOD will launch next week and the wow will now count
• NL and Dr to plant posts regarding awards on the supervisor list serv.
• GB recommended planting to the member list serv Example - what are the 2 best things that happened to move your centre forward in 2009

 

Education

 

• DR reported that Barbara Bradbury and Dana Lloyd will be presenting Training Best Practice session in Toronto
• LO suggested BB travel to Calgary to tag team with DR
• LO to contact BB
• Barry Chapman of twogreysuites will present in Toronto re: HR solfware and social networking. LO will present this material in the West
• Trisha Stenberg was to present her session on Remote Agents in both the east and west but this has fallen through
• LO to contact the hotels to research strength of internet connection for a remote presentation for Trisha
• LO to check with Trisha to see if she is available
• LO to check with Pragmatic and then find a high resolution web cam videographer in Minniapolis (Trisha`s office)
• If this is not successful, LO to contact Joe Adam (did presentation at NAEO), Tom Gelbach and Marcy Hewlett
• LO introduced the Directors to a possible speaker - Jay Cooper
• NL suggested that the slant for a motivational speaker should be `What are your talents'
• GB suggested that we reduce leadership training to one location per year and move it around as we need attendance of 30 plus to break even (we have lower attendance in the west)
• Board to consider this for 2011
• Sales Day update: Everything is set with Tim Searcy
• Registration on line is active
• LO currently receiving registrations (approximately 10 so far)
• All Directors - plant posts on the list serv to promote Tim
• LO posting and promoting to ATSI and other regional list servs
• Discussion: broadcasting this session live and/or recording it
• DR reported that the first webinar of the year was presented by Pat Vos and was well attended. LO will present an AOE and AOD webinar in February
• DR is currently looking for other presenters for March
• LO reported that Carolyn Toughy is willing to present a webinar on marketing - email contact information to DR

 

Communication

 

• NL reported that she and TC have gone through the current website and created a new diagram for navigation
• Discussion: pulling the site away from Numerique to allow NL to work on the site on behalf of CAM-X, then giving it back to Numerique
• All Directors agreed that we should have access in case something happens to Numerique
• LO to contact Numerique
• Youtube video for promoting member services (LO to research)

 

Membership Development

 

• TS reported that not much has been done on his end as he has been going through an acquisition
• LO reported that she has received delivery of the Rack Card that will be used for promotion in Membership Development mail outs as well as inserts at all future ATSI and Regional and User Group meetings
• LO currently working and cleaning a list for Ontario for Sales Day and Leadership Training Day
• Kevin at AnsaPhone - new technology from list serv - message board, research incorporate categories
• Charge vendors for banner add
• LO - Rack Cards first mail out will be first week of February

 

Telephone Liaison

 

• TC reported that he is trying to get Bell and Telus to become members
• Nothing much to report at the moment but working on getting information sessions set up for Toronto, Vancouver, and Montreal
• Set up information days - invite CAM-X members to attend to find out about what is available
• Education on how to save money

 

By-Laws

 

• LO reported meeting with Casey Smit and Bill Tucker
• # of votes and electronic means for vote and quorum discussed
• Committee is putting their recommendations to the board to be voted on
• Dues restructuring discussion: BF will contact Casey Smit for history of research completed last year

 

• 6. Other Business:
• All Directors: Advisor publication reports due at the beginning of February, April, June, August
• Finance Committee Report - BF would like to work on this with MAS
• After Kelowna AGM - recommendation for reports to be presented in ppt
• Examples of previous reports available - contact LO
• It is important that the membership understand what the Board has done during their term
• Wow is the theme for the year will be included in AGM
• Montreal announcement for 2011 - BF will work on a presentation

 

• 7. Convention 2010 - WSTA joins meeting
• LO read through the convention survey:
• - Marketing day: 61% very interested, 33% somewhat interested, 5% not interested
• - Topics wanted: 61% Future of the industry, 55% Social Networking, 44% PEG, 44% Newsletters - communicating with customers, 33% Acquisitions
• TS pointed out that an article in Connections featured the Future of the Industry and Social Networking - they are both on our program
• Went through schedule of events
• Comments from the group re: Carolyn - overflow meetings / ATSI delegates 2 years ago said we've had enough of her / She is new to CAM-X / knows the industry / can handle a full day herself

LO presented her topics and price:

 

If we do that, we can start with these topics (I can give sexier titles if this is the way we go):

-Plan Your Success-- Provide outline of marketing plan and discuss each tactical area, but we won't devote time to actually going step-by-step with time to complete a workbook, as in the Bootcamp.  This 30-minute session can stand on its own, but we should encourage owners to stick around and listen to these 30-45 minute mini sessions (with five-minute breaks in between).

 

-Branding:   How to create an image and promote it; first impressions; avoiding "home spun"...  Includes Websites-maximizing the investment.

 

-Client Relations:  stay in their faces to get more biz and more referrals (ways to do this); 60% of customers go elsewhere because they feel unappreciated, not dissatisfied.  Newsletters would be part of this.

 

-Networking/Social Media:  How & Why.  Empowering staff.

 

-Tradeshow Marketing-do's and don'ts

 

-Public Relations-how to work with the media and create opportunities for press/community relations and goodwill

 

-Advertising-the law or repetition, how to design good ads, non-traditional media (versus only local business pubs), how to organize a multi-hit campaign (what to include, how to time, etc.)

 

By the way, these are the same sessions that I suggested we could do as "follow-up webinars" if you go with the bootcamp at convention and then we offer phone follow-up to keep them from putting the plan binder on the shelf. 

 

I'd also be interested in hosting a Marketing Forum via phone once per month-almost the Owner's Forum, but limited to marketing (pick my brain and the others on the call; I'm doing an "in-person" version of this on the island for $69 per month, and owners love it.   If we did a shorter time (1 hour versus 2), we could reduce the fee and even donate a portion back to CAM-X for a scholarship fund or something.  We can talk about this separate from the Convention, but I thought I'd mention it as a way to give attendees ongoing support. 

 

FEE:  My fee for the Bootcamp is $1250.  If we do the alternative with the seven mini sessions, my fee is $1375, plus air and accommodations.   (I think WestJet flies right from Comox to Vegas very affordably, and we are 20 minutes from Comox Airport).

 

• Directors accepted Carolyn's proposal
• LO to poll the membership re: topics then share with Carolyn (also include round table discussions)
• Carolyn to provide delegates with a workbook
• Social Networking - Michael McMillan cannot join us - we need to find a speaker
• LO to contact Will Porter / Gary Pudles / Barry Chapman
• Search Optimization Session - Get a company from Las Vegas
• MJ has a couple of speakers that she knows from Tuscon - they may want to get a booth - do a trade off
• MJ to contact and report to group
• Discussion of PEG group - PEG one for WSTA group / Break out could be pricing formats
• After discussion: BF will run PEG again (same as last year)
• Concurrent to PEG: Round table discussion with facilitator
• Can work in Vegas theme / each table will be different: black jack, craps, poker etc...
• LO to contact Barbara Bradbury to facilitate
• Round table session idea: discoveries / what were the 2 things that improved your business last couple of years
• GB and LO suggest paper registration similar to NAEO registration package
• LO to design and have printed
• Repeat on line list of registered delegates (Michael Leibowitz) LO to research
• Future of Our Industry - Panel
• Suggestions: Marc Bombenon, John Whitehead,, John Ratliff, Tom Gelbach , Jennifer from Randy Harmatt office - Ansaphone, Brian Gilmore, Cindy Roma, Chris Bell, Terri from Answer 1
• TS & LO to contact potential panel members
• DL to facilitate panel
• Everyone feed 2-3 questions to Tom for the panel
• Pre-conference day: MJ & MH will research the Hoover damn

 

• 8. Other business: None

 

• 9. Next Convention Meeting: February 23^rd 1pm EST

 

• 10. Next Board Meeting date: Wednesday February 24^th 1pm EST

 

•11. Moved by BF, seconded by TC

To adjourn 11:46am                                                                        Carried.

Board Meeting Minutes

Conference Call

Thursday, December 17, 2009

 

Present:

 

Gary Blair GB

Mary Anne Straw MAS

Tom Sheridan TS

Brad French BF

Nicole Linde NL

Denise Reynolds DR - AWR

Tim Carwell TC

Patty Anderson PA

Linda Osip  LO

 

FOR ACTION items are underlined

 

• 1. Call to order 1:35pm

1. Moved by BF, seconded by TS

To approve meeting minutes of November 19, 2009                 Carried

 

• 3. Business arising from minutes: none

 

• 4. Committee updates:

 

Convention 2010:  TS reported

• - Convention meeting one week ago
• - Went through a list of topic ideas
• - Switching Marketing workshop to the first day to kick off conference in a big way
• - Speakers we are researching: Carolyn Price Touhey - good references (worked with ATSI and other Regional groups) and David Prentice from Speakers' Spotlight
• - Second day: PEG session, Concurrent with PEG is Workshop on newsletters, Social Networking (Michael McMillan) Evolution / Future of our industry - panel with 3 or 4 owners and 3 or 4 vendors - prepared questions ahead / strong facilitator
• - LO is preparing a poll to the CAM-X and WSTA membership for topics
• - Dan and LO working on budget

 

Convention 2011:  Location / discussion

• - LO reported that she has stared research with Delta rep and Tourism Montreal
• - Will organize fam trip in the spring

 

Awards:  LO reported

• - Meeting with CRG - new rep / Kathleen leaving / Jessica coming in
• - Jessica has been with CRG for just under a year and is familiar with our account
• - Training Guide that they have put together is very detailed - excellent reference for callers, judges, project manager and account manager
• - Excellent insight into how CRG trains

 

Education:  DS reported

• - Leadership agenda has been scheduled. It is as follows:

Toronto	Calgary
April 12 Monday Evening - Welcome Reception	April 14 Wednesday - Welcome Reception
April 13	April 15
8:00-9:00 a.m. Breakfast and Mingle	8:00-9:00 a.m. Breakfast and Mingle
9:00-12:00 p.m. Remote Agents Trisha Sternberg	9:00-12:00 p.m. Remote Agents Trisha Sternberg
12:00-1:00 p.m. Lunch	12:00-1:00 p.m. Lunch
1:00-2:00 p.m. Two Grey Suits - Barry presenting	1:00-2:00 p.m. Two Grey Suits - Linda presenting
2:00-2:15 p.m. Break	2:00-2:15 p.m. Break
2:15 -4:15 p.m. Training Best Practices Dana and Barbara	2:15 -4:15 p.m. Training Best Practices Denise
4:15-4:30 p.m. Close of Session	4:15 -4:30 p.m. Close of Session

• - We had our first Call with the committee. It went well. We are going to have the committee members help us with the promotion of the Leadership School Event.
• - We have the first three Webinars planned, Linda and Pat Vos. Denise will be working on the rest of the webinars.
• - LO and GB to work on Year of the Wow
• - LO and PA to meet in January re: vendor sponsorship for Leadership School

 

 

Communication:  NL reported

• - NL has done some work on the website / met with Tim and has a list of things to be done
• - Supervisor Newsletter is done and ready to go out

 

Membership Development:  TS reported

• - Nothing to report at this time
• - LO did send the data base

 

Telephone Liaison:  TC reported

• - Has a couple of people that want to help out
• - Dana Lloyd, Brenda Preston and Casey Smit
• - Spoke with Don at Telus for contacts across country
• - Technology / selling it / pricing it
• - Technical discussion on the services that Bell has to offer - TC has a contact
• - TC is slowly trying to sell them to sponsor and working with CAM-X
• - New subject matter: Working alone