The Boost – December 2017

In this Issue : 

  1. A message from President Dana Lloyd
  2. New Legislation, Ontario (Bill 148) has huge implications for employers by TwoGreySuits
  3. Member Spotlight : Deborah Anders
  4. Education Committee Updates
  5. A note from your newly elected Vendor Representative Patty Anderson

A message from President Dana Lloyd

Welcome to December.

December, to me, is a time for reflection, as well as a time to look ahead and make plans for the new year as a whole.  We at CAM-X are doing just that with a lot of plans in the works for 2018.   We have brainstormed ideas for webinars, including a session on resiliency and a webinar series focused on front line agents.    We are working on re-branding and re-inventing our website to make it more user friendly and current.  And we are looking at enhancing and improving our current programs and products.

We have an exciting webinar being offered on Dec. 6th at 1PM EST on our new AOE offering, AOE PLUS.   This  is a free webinar, hosted by Gary Blair and Deborah Anders.  We briefly introduced AOE PLUS at convention, however, this webinar will provide more details and information.   It’s an exciting new offering that now allows us to check quality throughout the entire call, from start to finish.

Also, please note that the dates for next year’s annual convention and trade show, which will be held in sunny Mexico, has changed from what was posted at convention.  The new dates are October 25 – 28th, 2018 with pre and post dates available.  We look forward to seeing everyone there.

With the holiday season right around the corner, CAM-X would like to take this opportunity to wish everyone a safe and happy holiday this season and for joy and prosperity throughout the coming year.

Kindest Regards,
Dana Lloyd


New legislation, Ontario (Bill 148) has huge implications for employers 

On November 22, 2017, the Ontario government passed Bill 148, the Better Workplaces, Better Jobs Act, 2017. The Act makes a number of changes to both the Employment Standards Act, 2000 and the Labour Relations Act, 1995, and has significant implications for Ontario workplaces in a variety of areas.  The new $14/hour minimum wage change effective January 01, 2018 and $15/hour effective January 01, 2019 are very significant and will have other significant compensation ramifications for employers too. Several questions are being asked every day as people and businesses try and understand the changes.
Some of the other Employment Standards Act areas covered in these sweeping changes are:

  • Classification of employees
  • Equal pay for equal work
  • Scheduling of work
  • Vacation increases
  • Holiday pay
  • Statutory leaves
  • Emergency paid leave

TwoGreySuits will be outlining these changes in a webinar January 24, 2018 in more detail for Ontario based website users, including a recommended comprehensive compensation/pay equity audit package as a result of the new minimum wage, and subsequent pay equity implications. We will also be offering all TwoGreySuits users a Bill 148 Compliance Implementation Package. Stay tuned for more information.

Member Spotlight : Deborah Anders
Member Spotlight : Deborah Taylor Anders

Q. When did you join The Legacy Connection and what brought you into the call center industry?
I first joined the call center industry back in 1990 while I was attending nursing school. (We were DCAS then) The flexible hours worked great for me. I graduated from nursing school & left DCAS to pursue my nursing career. In 2005, after working as the head nurse in a drug treatment clinic, I was feeling burned out & discouraged with nursing – not my patients, but the administrative side. I called the manager at DCAS and asked if she needed any help because I needed a safe place to hide for a few months. DCAS was a place that I had always called home with lifelong friends that were like family to me. 

Q. Can you tell us a little more about the evolution of your career path with The Legacy Connection?
Within a few months of my return to DCAS, Robin & the previous manager, Kim decided to add another level to our management team by adding a supervisor position. I applied for the position, without expecting to get it, since I was truly the low man on the totem pole as the newest team member. Undoubtedly they saw something in me they liked because I became the first supervisor on our team. I was lucky enough a few months later to attend my first supervisor conference and had the honor of being taught by the awesome trio: Mari, Dee, & Judy. I came back even more inspired and dove into my position. In late 2007, our manager had to be hospitalized unexpectedly. We lost her in December of that year.  It was a big blow to our team but, because of her dedication & love for our company, we wanted to honor her memory by continuing to take care of the customers. Once again I was given a wonderful opportunity by our owner, Robin Bailey, when I was promoted to manager. 

Q. What was your first CAM-X experience?
My first CAM-X “experience” was shortly after I became a supervisor and was put in charge of our AOE program. What an amazing program! I have learned so much through the years from the mentors I met through our continued participation. And the year I attended my first CAM-X conference in Vegas & got to actually receive it myself is one of the highlights of my career at TLC!

Q. Can you tell us more about how you’ve participated or benefitted from CAM-X membership? 
Besides the obvious improvements we have made to our service levels through our participation in the AOE program, I have also attended & presented on webinars and at conference. The amazing bank of knowledge contained in this organization and their willingness to share it makes it a priceless opportunity for everyone involved.   

Q. What does your business look like today vs. ten or more years ago?
When I started in 1990, we used a combination of computers & switchboards, & even still wrote some messages (name, number, & regarding only) by hand. Our equipment room looked like something out of the old movie “War Games”Compare that to today where things run “in the cloud” and calls are scripted from the most simple to the most complicated, & where customers expect us to sound like we have 20 years’ experience in their industry instead of ours. I can’t wait to see what the next 10 years brings.

Q. What platform do you use?  Are you a member of the user group and why?
We are on the Amtelco platform and are 100% contact based architecture using IS. We have been a member of the user group (NAEO) since our company first purchased our original system in 2003. In addition to the discounts offered to members from Amtelco, the membership themselves are the reasons we stay members. It all goes back to that same “knowledge bank” of experience you receive by being a member of CAM-X.  

Q. Tell us a little personal background about you, your family and your hobbies or interests.
I am married to my best friend, Will Anders, and I have two amazing children: my daughter, Daley is 26 years old and works as a 911 dispatcher for our sheriff’s office; my son, Dylan is 21 years old and is a student as well as working full time in retail. I have one awesome grandson, Asher, born May 06, 2016 and is the light of my life. I am an avid reader and will literally read any genre. My other passion is people. It’s one of the reasons I became a nurse and now one of the reasons I stay in the answering service industry. The number of “connections” we make on a daily basis makes my heart happy.

Education Committee Update

Upcoming Webinars:  December 13, 2017 – Resiliency with your hosts Sherry Oxner of Answer 365 and Paul Binion of Call Experts – more information to follow

FREE Webinar
Wednesday, December 6, 2017  1pm ET

The Award of Excellence PLUS – the next Generation in Excellence! 

Your Hosts:  Gary Blair of i24 Call Management Solutions and Deborah Anders of The Legacy Connection

The Award of Excellence PLUS is the next generation in the Awards program aimed at taking your operation to a whole new level in customer service satisfaction.

The original AOE program focused exclusively on best practices for inbound call handling.  The AOE PLUS program is focused entirely on the other half of the call, or, the outbound portion.

This has to become the next focus of our message handling service because now more than ever the perception of our clients about the quality of our product is based primarily on their direct experience with our dispatchers, and in a growing number of cases, simply on the written messages we email, text and otherwise send off to them.

Ask yourself these questions … if you can’t answer any one of them with certainty … you need to learn more about the AOE PLUS!

  • Do I have as specific and scripted a step by step process for treating the back end of our calls as I do for our call handling?
  • Do I have a monitoring system for the outbound portion of my calls the same as I do for the inbound portion?
  • Do I regularly monitor timelines on message delivery the same as I do Average Time to Answer?
  • Do I monitor the accuracy of the written messages for grammar, spelling and conciseness and do I compare the written message summary with the actual recording?
  • Do I monitor my dispatching for manners and professionalism?

Join us on December 6th for this important Webinar and learn more about how the AOE PLUS will help you bring your service to another new level!

A note from your newly elected Vendor Representative
by Patty Anderson

Looking ahead to 2018

I’m excited to be the new  Vendor Representative and working more closely with CAM-X members.  2018 will be a fantastic year for our members as well as our vendors.

Each month the Boost Newsletter includes a Vendor Spotlight.  Each of our vendors brings their own expertise and solutions to things that effect their business and their lives.

Our goal is to share knowledge and educate members with new ideas, hopefully teaching something new every month.

If there is something specific that you would like to read about, please feel free to email me directly

I look forward to working with you and I wish you all the best of health, happiness and good cheer over the holiday season.