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SEssion details and Agenda
The 2026 Annual Conference features a dynamic agenda with industry-driven sessions, inspiring keynote presentations, and interactive breakout discussions led by both members and vendors. Hands-on workshops will provide practical strategies to help members elevate performance and maximize their technology. With unparalleled opportunities to network with vendors and peers, this year's conference is the go-to event for growth, learning, and collaboration in the teleservices industry.
PRE-CONFERENCE WORKSHOPS MERGECOMM IN MOTION From eResponse replacement to SMS alerts: Learn, build, and launch smarter MergeComm workflows. If you’ve ever wanted to make MergeComm do more, this workshop is for you. Over a focused 1.5-day, hands-on session, you’ll design, configure, and test the automations that keep your operation connected and efficient. Led by industry experts Joe Belfeuil of Anser and Joe Allen of Answer 365, this immersive workshop goes beyond theory. You’ll work directly in MergeComm, building and refining real workflows that matter most to your team:
Bring your MergeComm license and a test email address and leave with live, functioning automations, detailed notes, and the confidence to deploy smarter workflows the moment you get home. |
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GROW LEADERSHIP BY DESIGN
Join this interactive workshop to help you build the leadership culture your business needs — by design, not by accident. Through guided discussion and interactive working time, you will:
You’ll leave with a practical foundation and a clearer path to grow leadership by design, not by accident.
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AMTELCO UNIVERSITY |
Join our Emerald Sponsor, AMTELCO, for a special session highlighting innovation and tools shaping out industry. |
CONFERENCE AGENDA |
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 | Advanced Technical Workshop: MergeComm in Motion |
SUNDAY, MARCH 22, 2026 |
9:00 AM-12:00 PM San Xavier | Advanced Technical Workshop: MergeComm in Motion |
9:00 AM-12:00 PM | Leadership Summit: Grow Leadership By Design |
12:00 PM-1:00 PM | Lunch for Registered Pre-Conference Attendees |
FULL CONFERENCE BEGINS |
2:00 PM-8:00 PM San Jose Foyer |
Registration
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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 | Amtelco Demo Room: Regular Members Only |
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: |
8:00 AM-5:00 PM | Amtelco Demo Room: Regular Members Only |
8:00 AM-9:00 AM | Registration, Breakfast, and Sponsors |
9:00AM - 10:00AM | 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 - KEY NOTE SPEAKER |
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 | Sponsor Presentation |
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: IS Tips and Tricks Executive Track: Marketing Your Call Center: Proven Tactics to Attract & Retain Clients | Ede Zajac - (Anserve) Jaimie Guidry & Kelli Harrigan (Amtelco) Dana Lloyd (Answer Plus)& Rob Van Buskirk (VanRein Compliance) |
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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. | Sharon Brainard ( Always Answer)
Jeff Butler - (Keynote speaker) |
TUESDAY, MARCH 24, 2026 |
7:00 AM-7:45 AM | Michael Leibowitz Memorial Walk |
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-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): "Who's calling? It's the on-call checking in!" - Demo a quick and script add-on that uses the ANI to lookup if that ANI is in the directory and displays who that is so that the operator doesn't have to guess Executive Track (Panel): Building a Customer Centric Culture Through Quality Service | Rick Drumm (Peak Leadership)
Sharon Brainard (Always Answer), Jazmin Rea (Anser), Jenn Ferby (Answer Plus) |
11:30 AM-11:45 AM | Break with Sponsors |
11:45 AM-12:45 PM | Lunch |
12:45 PM-1:00 PM | Platinum/Keynote Sponsor Presentation |
1:00 PM-2:00 PM | General Session: Keynote Speaker |
2:00 PM-2:15 PM San Jose Foyer | 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-3:45 PM | Breaks with Sponsors |
3:45 PM-4:45 PM | Operations Track: Operations Excellence: Scheduling, Staffing, and Workflow Improvements Technical Track: Member Driven API Solutions for Real Client
Needs Executive Track: Leveraging CRM and Automation to Grow Your Business | Jenn Ferby (Answer Plus) Katie Stark (Anser) Cait Keenan (Accurate Answer)
Alex Leibner (I24), Ryan Nettesheim (Anser) |
6:00 PM-10:00 PM | Amtelco Customer Appreciation Party |
WEDNESDAY, MARCH 25, 2026 |
7:00 AM-7:45 AM | Michael Leibowitz Memorial Walk |
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 | Roundtable Discussion: Solving Industry Challenges Together |
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 La Cantera Ballroom I &II | SASA and NAEO Awards Ceremony and Closing Remarks | Get your SASA shirt here! |
1:00 PM-2:00 PM | Owners & Executives Forum: Regular Members Only |
2:30 PM-4:00 PM | NAEO Board of Directors Meeting |
Thank You, CONFERENCE SPONSORS
EMERALD SPONSOR
PLATINUM SPONSORS
GOLD SPONSORS
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SILVER SPONSORS
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BRONZE SPONSORS
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