Monday's Keynote Speaker, Jeff Butler

Jeff Butler is an author and workplace strategist who explores human behavior within the working world. After graduating with a computer science degree from UC Berkeley, he worked at various companies in Silicon Valley before starting his own which have included building web applications to analyzing technology trends. Jeff addressed companies like Google, Amazon, John Deere and Coldwell Banker.

As a researcher and practitioner, he also runs a consulting company and a tech company, TrinityFix where he is able to test his ideas in different workplace environments. His ideas have made it to TEDx twice, appeared in dozens of media outlets including two books on human behavior:

• The Authentic Workplace
• The Key To The New You 

ARTIFICAL INTELLIGENCE (AI): LIMITATIONS, HYPE, AND REALITY

Artificial Intelligence is everywhere, but how much of what we hear is hype, and what’s the reality?  In his keynote, AI: Limitations, Hype, and Reality, Jeff Butler takes on one of the most pressing questions of our time: how do we adapt and lead in an era of constant change?

Drawing inspiration from Benjamin Franklin’s timeless observation that “the only two things certain in life are death and taxes,” Jeff explores why uncertainty isn’t going away — and what that means for leaders and teams at every level. Beyond the buzzwords, he’ll share a practical roadmap that organizations use to stay ahead, build resilience, and unlock leadership potential.

You’ll learn:

• How to separate hype from real opportunity in AI and beyond.
• Strategies to foster a growth mindset and empower leadership at all levels.
• Proven practices for creating teams that thrive when reality throws curveballs.

This isn’t just theory. Jeff delivers actionable insights to help you show up as a stronger leader and team member, ready to navigate whatever the future brings.

Don’t miss this session!  This is your chance to turn uncertainty into opportunity!

FIND YOUR JAM, CREATE MOMENTUM, UNLOCK POTENTIAL, AND ROCK WHAT'S NEXT!

For over twenty-three years, Rick Lozano has been training, coaching, and speaking to audiences across the globe (virtually and in-person), unleashing leadership and team talent, and creating positive, engaged, and productive work cultures. As a world-class speaker, Rick knows how to engage an audience AND involve them in the experience!

He’s the creator of unique frameworks that help people think and behave differently.

He is the author of Acoustic Leadership: Develop A Leadership Culture That Resonates and the forthcoming book, Find Your Jam: Create Momentum, Unlock Potential, and Rock What’s Next. 

From Amazon to Wells Fargo, Rick has helped global brands in diverse industries create events that inspire. He earned his CSP (Certified Speaking Professional) designation through the National Speakers Association, a professional credential earned by only 18% of the thousands of professional speakers worldwide.

Click here to learn more!

Tuesday's Keynote Speaker, Rick Lozano

GROW LEADERSHIP BY DESIGN
Turning Instinct into a Scalable Advantage

Join this interactive workshop to help you build the leadership culture your business needs — by design, not by accident.

Leadership isn’t missing in answering services — it’s often unspoken, informal, or unsupported. The people others turn to for answers aren’t always the ones with a title. Some were promoted because they excelled in one area but never had guidance on how to lead people. Others never sought leadership at all, yet still carry influence because their teammates trust them.

Through guided discussion and interactive working time, you will:

• A customized Leadership Blueprint that defines what “great leadership” looks like inside your business
• A clear plan for developing and supporting existing leaders
• Strategies to shift authority from dependency to empowerment, so growth doesn’t pause when you’re not in the room
• Practical tools and templates to embed leadership behaviors into daily operations

You’ll leave with a practical foundation and a clearer path to grow leadership by design, not by accident.

ADDITIONAL REGISTRATION REQUIRED: $249.00 per person includes lunch on Sunday.

AMTELCO UNIVERSITY

Join our Emerald Sponsor, AMTELCO, for a special session highlighting innovation and tools shaping out industry.

NO ADDITIONAL REGISTRATION REQUIRED

SATURDAY, MARCH 21, 2026

9:00 AM-12:00 PM

Advanced Technical Workshop: MergeComm in Motion

12:00 PM-1:00 PM

Lunch for Registered Pre-Conference Attendees

1:00 PM-5:00 PM

SUNDAY, MARCH 22, 2026

9:00 AM-12:00 PM

9:00 AM-12:00 PM

Leadership Summit: Grow Leadership By Design

12:00 PM-1:00 PM

Lunch for Registered Pre-Conference Attendees

2:00 PM-8:00 PM

Registration

2:00 PM-5:00 PM

Amtelco University: Regular Members Only

2:00 PM-5:00 PM

NAEO Board of Directors Meeting

3:00 PM-5:00 PM

6:00 PM-7:00 PM

First-Timers Welcome Reception: By Invitation

7:00 PM-10:00 PM

Opening Reception

MONDAY, MARCH 23, 2026

7:00 AM-7:45 AM

Michael Leibowitz Memorial Walk: Don't forget your shirt!

8:00 AM-5:00 PM

Amtelco Demo Room: Regular Members Only

8:00 AM-9:00 AM

Registration, Breakfast, and Sponsors

9:00 AM-10:00 AM

Welcome to the 2026 Annual Conference!

10:00 AM-10:15 AM

Break with Sponsors

10:15 AM-10:30 AM

Platinum/Keynote Sponsor Presentation

10:30 AM-11:30 AM

General Session: Keynote, Jeff Butler

11:30 AM-11:45 AM

Sponsor Presentation

11:45 AM-12:45 PM

Lunch

12:45 PM-1:00 PM

ATSI Presentation

1:00 PM-2:00 PM

Amtelco Presents: Regular Members Only

2:00 PM-2:15 PM

2:15 PM-2:45 PM

Break with Sponsors

2:45 PM-3:30 PM

Operations Track: Write it Right: The Art of Proper Documentation
Technical Track: AI Security in the Contact Center: Protecting Conversations, Customers, and Compliance
Executive Track: Marketing Your Call Center: Proven Tactics to Attract & Retain Clients

3:30 PM-3:45 PM

Break with Sponsors

3:45 PM-4:30 PM

Operations Track: Conflict Resolution & De-escalation Techniques for Call Center Staff
Technical Track: AI in Answering Services: Using artificial intelligence as an ally, not a replacement.
Executive Track: Leading in Times of Uncertainty with Jeff Butler

TUESDAY, MARCH 24, 2026

7:00 AM-7:45 AM

Michael Leibowitz Memorial Walk: Don't forget your shirt!

8:00 AM-5:00 PM

Amtelco Demo Room: Regular Members Only

8:00 AM-9:00 AM

9:00 AM-9:15 AM

CAM-X Presentation

9:15 AM-10:15 AM

Amtelco Presents: Regular Members Only

10:15 AM-10:45 AM

Break with Sponsors

10:45 AM-11:30 AM

Operations Track: Effective Leadership in a Remote and Hybrid Work Environment 
Technical Track (Panel): Genesis vs. Infinity: Navigating the Migration & Feature Differences
Executive Track (Panel): Building a Customer Centric Culture Through Quality Service

11:30 AM-11:45 AM

Break with Sponsors

11:45 AM-12:45 PM

Lunch

12:45 PM-1:00 PM

1:00 PM-2:00 PM

2:00 PM-2:15 PM

Break with Sponsors

2:15 PM-3:00 PM

FDC Presents

3:00 PM-3:15 PM

Sponsor Presentation

3:15 PM-3:30 PM

PDC Presents

3:30 PM-4:30 PM

Roundtable Discussion: Solving Industry Challenges Together

6:00 PM-10:00 PM

Amtelco Customer Appreciation Party

WEDNESDAY, MARCH 25, 2026

7:00 AM-7:45 AM

Michael Leibowitz Memorial Walk: Don't forget your shirt!

8:00 AM-1:30 PM

Amtelco Demo Room: Regular Members Only

8:00 AM-9:00 AM

Registration, Breakfast, and Sponsors

9:00 AM-10:00 AM

Operations Track: Operations Excellence: Scheduling, Staffing, and Workflow Improvements
Technical Track: SQL & IS Scripting: 5 Query's You Didn't Know You Needed
Executive Track: Leveraging CRM and Automation to Grow Your Business

10:00 AM-10:30 AM

Break with Sponsors

10:30 AM-11:30 AM

Annual General Meeting: Regular Members Only

11:30 AM-11:45 AM

Break with Sponsors

11:45 PM-1:00 PM

NAEO Awards Ceremony and Closing Remarks

1:00 PM-2:00 PM

Owners & Executives Forum: Regular Members Only