SATURDAY, MARCH 21, 2026

9:00 AM-12:00 PM
San Xavier

Advanced Technical Workshop: MergeComm in Motion - this immersive workshop goes beyond theory. You’ll work directly in MergeComm, building and refining real workflows that matter most to your team: 
- Configure MergeComm Email as a full eResponse replacement.
- Set up and test unsolicited SMS notifications and alerts.
- Automate agent dependent tasks like creating rotating on-call coverage without maintaining an on-call schedule, checking call forwarding, and more.

Joe Belfeuil (Anser) & Joe Allen (Answer365)

12:00 PM- 1:00 PM

Lunch for Registered Pre-Conference Attendees

Advanced Technical Workshop: MergeComm in Motion

Joe Belfeuil (Anser) & Joe Allen (Answer365)

SUNDAY, MARCH 22, 2026

Advanced Technical Workshop: MergeComm in Motion - this immersive workshop goes beyond theory. You’ll work directly in MergeComm, building and refining real workflows that matter most to your team: 
- Configure MergeComm Email as a full eResponse replacement.
- Set up and test unsolicited SMS notifications and alerts.
- Automate agent dependent tasks like creating rotating on-call coverage without maintaining an on-call schedule, checking call forwarding, and more.

Joe Belfeuil (Anser) & Joe Allen (Answer365)

9:00 AM-12:00 PM
San Miguel

Leadership Summit: Grow Leadership By Design
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.

Sharon Brainard ( Always Answer) 

12:00 PM-1:00 PM

Lunch for Registered Pre-Conference Attendees

FULL CONFERENCE BEGINS

2:00 PM-5:00 PM
San Jose

Amtelco University: Regular Members Only -a special session highlighting innovation and tools shaping out industry.

Join us at Amtelco University to learn more about: 

Active Insights – A thorough examination and training on the setup and use of Active Insights, including a close look at the setup and use of Active Insights as an Archival solution, setup and use of Call Log, setup and use of Dashboard, setup and use of AI Call Scoring, and setup and use of Reporting.

Ellie™ – A detailed review and training on the setup and use of Ellie, including specific training on the setup of IS client behaviors, IS scripting setup, AI context optimization, and Ellie scripting examples. You’ll also learn how to access Ellie call information from Active Insights. 

APIs – An overview of Amtelco’s APIs (Application Programming Interfaces) for third-party integrations and customer development, including using Amtelco’s Zapier API to automate client message workflows, along with Web Supervisor APIs for automating client onboarding, directory automations, and integrations for billing, reporting, dashboards, and more.  You’ll also learn about the future development roadmap for APIs. 

IS 5.7 and 6.0 – An in-depth review and training on the new features in Intelligent Series (IS) 5.7 and 6.0, including specific training on billing rounding, system throttle, call overflow, emergency mode, client status, HTML message summaries, named templates for message formatting, geo location, and more.

2:00 PM-5:00 PM
San Jacinto

NAEO Board of Directors Meeting

3:00 PM-5:00 PM
San Jose

Amtelco Demo Room: Regular Members Only

6:00 PM-7:00 PM
Esparza Lawn

First-Timers Welcome Reception: By Invitation

7:00 PM-10:00 PM
Esparza Lawn

Opening Reception

MONDAY, MARCH 23, 2026

7:00 AM-7:45 AM
Lobby

Michael Leibowitz Memorial Walk: 

8:00 AM-5:00 PM
San Jose

Amtelco Demo Room: Regular Members Only

8:00 AM-9:00 AM
San Jose Foyer

Registration, Breakfast, and Sponsors

9:00AM - 10:00AM
La Cantera Ballroom I & II

Welcome to the 2026 Annual Conference!

10:00 AM-10:15 AM
San Jose Foyer

Break with Sponsors

10:15 AM-10:30 AM
La Cantera Ballroom I & II

Platinum/Keynote Sponsor Presentation

10:30 AM-11:30 AM
La Cantera Ballroom I & II

General Session - KEY NOTE SPEAKER - Artificial Intellegence (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?

Keynote, Jeff Butler

11:30 AM-11:45 AM
La Cantera Ballroom I & II

Sponsor Presentation

11:45 AM-12:45 PM
West Foyer

Lunch

12:45 PM-1:00 PM
La Cantera Ballroom I & II

ATSI Presentation

1:00 PM-2:00 PM
La Cantera Ballroom I & II

Amtelco Presents: Regular Members Only

Kevin Beale (Amtelco)

2:00 PM-2:15 PM
La Cantera Ballroom I & II

Sponsor Presentation

2:15 PM-2:45 PM
San Jose Foyer

Break with Sponsors

BREAKOUT SESSIONS
2:45 PM-3:30 PM

Operations Track: Write it Right: The Art of Proper Documentation - Proper documentation is essential to effective people management and risk reduction. This session provides a practical overview of workplace documentation, why it matters, and how it supports fair and defensible employment decisions, concluding with clear guidance on what to document and how to do it right.
La Cantera Ballroom IV

Ede Zajac - (Anserve) 

BREAKOUT
2:45 PM-3:30 PM

Technical Track: IS Tips and Tricks -  to elevate your scripting
La Cantera Ballroom I &II

Jaimie Guidry (AMTELCO) 
Kelli Harrigan (Amtelco)

BREAKOUT
2:45 PM-3:30 PM

Executive Track: Marketing Your Call Center: Proven Tactics to Attract & Retain Clients
La Cantera Ballroom  III

Dana Lloyd (Answer Plus)
Rob Van Buskirk (VanRein Compliance)

3:30 PM-3:45 PM
San Jose Foyer

Break with Sponsors

BREAKOUT SESSIONS
3:45 PM-4:30 PM

Operations Track: Conflict Resolution & De-escalation Techniques for Call Center Staff
Difficult conversations are unavoidable in call center environments—but avoidance is optional.  This session goes beyond basic de-escalation tips to examine why conflict escalates in the first place and how a leader’s own communication style, emotional regulation, and delivery of feedback can either calm a situation or make it worse.  

Designed for supervisors, trainers, and managers, this seminar focuses on handling high-stakes conversations with both staff and escalated callers, using the same core principles applied in different contexts. Attendees will explore how common leadership tendencies—such as sugar-coating, over-directness, or delayed feedback—can unintentionally fuel resistance, defensiveness, or disengagement.  Through real-world examples, reflective moments, and practical language tools, participants will learn how to regulate themselves first, deliver feedback clearly without escalating emotion, and de-escalate situations without lowering standards or avoiding accountability.   Attendees will leave with increased self-awareness, concrete communication strategies, and a renewed understanding of their responsibility in shaping how conflict is handled on their teams. 
La Cantera Ballroom IV

BREAKOUT
3:45 PM-4:30 PM

Technical Track: AI in Answering Services: Using artificial intelligence as an ally, not a replacement.
La Cantera Ballroom I &II

Kevin Beale (Amtelco)
Matt Troha (Answer Hero)
Jose Soler (Answer Hero)

BREAKOUT
3:45 PM-4:30 PM

Executive Track: Leading in Times of Uncertainty. 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.
La Cantera Ballroom  III

TUESDAY, MARCH 24, 2026

7:00 AM-7:45 AM
Lobby

Michael Leibowitz Memorial Walk

Don't forget to order your shirt HERE!

8:00 AM-5:00 PM
San Jose

Amtelco Demo Room: Regular Members Only

8:00 AM-9:00 AM
San Jose Foyer

Registration, Breakfast, and Sponsors

9:00 AM-9:15 AM
La Cantera Ballroom I &II

CAM-X Presentation

9:15 AM-10:15 AM
La Cantera Ballroom I &II

Amtelco Presents: Regular Members Only

Kevin Beale (Amtelco)

10:15 AM - 10:45 AM
San Jose Foyer

Break with Sponsors

BREAKOUT SESSIONS
10:45 AM-11:30 AM

Operations Track: Effective Leadership in a Remote and Hybrid Work Environment
Remote and hybrid work models are now permanent features of organizational life — yet many leaders are still managing them with pre-remote assumptions. This session explores the real leadership challenges behind distributed work: communication breakdowns, invisible accountability gaps, cultural drift, isolation, and performance variability. Participants will gain practical tools to strengthen clarity, connection, accountability, and execution across remote and hybrid teams.

La Cantera Ballroom IV

Rick Drumm (Peak Leadership)

BREAKOUT
10:45 AM-11:30 AM

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. On-call check-ins can get delayed because agents don’t recognize the caller. In some cases, an agent may even take a message from the client, without realizing the caller is the owner. This session demos a simple script add-on to look up the caller in your directory and display their name immediately, removing guesswork. We’ll show an option for individual scripts and an option for check-in lines that can scale across any or all accounts.
La Cantera Ballroom I &II

Ryan Nettesheim  (AnSer) 
Joe Belfeuil (AnSer) 

BREAKOUT
10:45 AM-11:30 AM

Executive Track (Panel): Building a Customer Centric Culture Through Quality Service
La Cantera Ballroom  III

Jazmin Rea (Anser)
Jenn Ferby (Answer Plus) 
Sharon Brainard ( Always Answer) 

11:30 AM-11:45 AM
San Jose Foyer

Break with Sponsors

11:45 AM-12:45 PM
West Foyer

Lunch

12:45 PM-1:00 PM
La Cantera Ballroom I &II

Platinum/Keynote Sponsor Presentation

1:00 PM-2:00 PM
La Cantera Ballroom I &II

General Session: Keynote Speaker - Find Your Jam, Create Momentum, Unlock Potential, and Rock What's Next

Keynote,  Rick Lozano 

Break with Sponsors

2:15 PM-3:00 PM
La Cantera Ballroom I &II

FDC Presents

3:00 PM-3:15 PM
La Cantera Ballroom I &II

Sponsor Presentation

3:15 PM-3:30 PM
La Cantera Ballroom I &II

PDC Presents

3:30 PM-3:45 PM
San Jose Foyer

Break with Sponsors

BREAKOUT SESSIONS
3:45 PM-4:45 PM

Operations Track: Operations Excellence: Scheduling, Staffing, and Workflow Improvements - In an industry where every call shapes customer perception, operational excellence isn’t optional — it’s a competitive advantage. This dynamic panel brings together leaders in telephone answering services, workforce management, and process optimization to explore how smarter scheduling, strategic staffing, and streamlined workflows can transform service delivery.  Participants will gain insight into the evolving demands placed on modern answering services, from fluctuating call volumes to rising customer expectations. The discussion will highlight practical strategies for building resilient staffing models, leveraging data to forecast needs, and designing workflows that reduce friction for both agents and callers.  Whether you’re managing a small team or overseeing a large-scale operation, this conversation will offer actionable ideas to improve efficiency, elevate service quality, and create a more sustainable, high‑performing environment for your agents and clients.
La Cantera Ballroom IV

Jenn Ferby (Answer Plus) 
Katie Stark (Anser)
Cait Keenan (Accurate Answer)  

BREAKOUT
3:45 PM-4:45 PM

Technical Track: Member Driven API Solutions for Real Client Needs
La Cantera Ballroom I & II

Joe Belfeuil (Anser),
Joe Allen (Answer365)

BREAKOUT
3:45 PM-4:45 PM

Executive Track: Leveraging CRM and Automation to Grow Your Business -
Discover practical ways to streamline operations and accelerate growth using CRM and automation tools. This session brings together two real‑world perspectives: one presenter will show how businesses can leverage existing Amtelco tools and SQL power to spin up their own solution, while the second will share the experience of adopting and customizing a full ERP / CRM platform to support more complex needs. Attendees will walk away with clarity on the benefits, challenges, and ROI of each approach helping you make smarter technology decisions that align with your budget, growth stage, and long‑term strategy. 
La Cantera Ballroom  III

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
Lobby

Michael Leibowitz Memorial Walk

Don't forget to order your shirt HERE!

8:00 AM-1:30 PM
San Jose

Amtelco Demo Room: Regular Members Only

8:00 AM-9:00 AM
San Jose Foyer

Registration, Breakfast, and Sponsors

9:00 AM-10:00 AM
La Cantera Ballroom I &II

Roundtable Discussion: Solving Industry Challenges Together

10:00 AM-10:30 AM
San Jose Foyer

Break with Sponsors

10:30 AM-11:30 AM
La Cantera Ballroom I &II

Annual General Meeting: Regular Members Only

11:30 AM-11:45 AM
San Jose Foyer

Break with Sponsors

SASA and NAEO Awards  Ceremony and Closing Remarks
Don't miss out on your chance to see the top agents shine!! 

Get your SASA shirt here! 

1:00 PM-2:00 PM
La Cantera Ballroom I &II

Owners & Executives Forum: Regular Members Only