CSAA's Call Center Management Seminar-May 2000

"Call Center Management"
Central Station Management Seminar
Marriott Peabody
North of Boston (Airport – Logan Int’l – Boston)
Sponsored by CSAA
Hosted by Wayne Alarm Systems, Lynn MA
President Ralph Sevinor
May 21-22-23, 2000

Updated 04/10/01

Central Station Management Seminar Information:

General Information
Access the Tentative Schedule of Events
Who's Coming?
Topics
Cost
Meeting registration
Hotel reservation

General Information

This seminar series was created to provide information to central station management personnel regarding new technology and personnel management issues.

Initially the seminars were presented in lecture format, but have developed into an interactive networking group of peers.

If you are not on the ACCENT Listserver - you should be - if you are not networking with your peers you are missing out on a valuable resource - other folks in your same situation who have been there, done that!

If you have already attended one or more of the management seminars we thank you for your contribution. This is your group and it works because of you. Keep the ideas coming and continue to participate.

REMEMBER: This is the only forum like this where you can network with your peers and discuss issues that impact your day to day central station management. The information is important and the networking is incredible.

For questions and more details, e-mail Tina Richardson-Jones at tina@csaaintl.org or call 703.683.2949.

Tentative Schedule of Events

Saturday, May 20th

Open House at Wayne Alarm - 11:00-5:00pm

This is an Open House for Wayne Alarm customers & neighbors.

If you plan to attend the address is 424 Essex Street, Lynn, MA Phone # 781.595.0000

Sunday, May 21st

Early Arrivals Reception - 5:30- 7:00pm

Our hosts Ralph & Stacey Sevinor have invited us to their home.

If you are going, please meet in the lobby of the Peabody Marriott at 5:15pm.

Monday, May 22nd

Continental Breakfast: 7:30am-8:00am

Welcome & Introductions: 8:00am-8:30am

Our host Ralph Sevinor, President of Wayne Alarm Systems and President of the Central Station Alarm Association; Steve Doyle, EVP, Central Station Alarm Association; and Craig Leiser, President Kismet Group Ltd & Tina Richardson-Jones, President Figaro Consulting, Operations Management Seminar Series Co-Chairs.

Central Station Management "Wayne Alarm Style": 8:30am-10:00 am

Chaired by Ralph Sevinor and the Central Station management team - this is the "soup to nuts" story of Wayne Alarm - history and department by department operations style

Coffee Break: 10:00 - 10:15am

Reports: 10:15am-11:30am

The Central Station Alarm Association - direction and projects presented by Steve Doyle.

The Security Industry Association - direction and projects presented by Craig Leiser and Tina Richardson-Jones.

National Burglar and Fire Alarm Association training agenda for 2000 and beyond.

Report on the November Management Seminar in Pompano Beach.

Topic Selection and Prioritization for Roundtable Discussions: 11:30-Noon

Chair: Craig Leiser

Luncheon and Roundtable Discussions: 12noon -1:30pm

How Might the Phone Networks of the Future Affect Monitoring Stations in the 2000's? - 1:30pm-2:45pm

Introduction (1:30-2:00)
Chair: Malcolm Pesner; VP Operations, Sentinel Alarm, followed by open discussion.

Tour of Wayne Alarm: 3:00pm

Meet in the lobby of the Marriott

Tuesday, May 23rd

Continental Breakfast - 7:30am-8:00am

Internet Usage -8:00am-9:00am

Chair: Cliff Dice, President, Dice Corporation
Will include a presentation by Cliff on the dreaded computer viruses and how to protect against them. Cliff will then lead the discussion.

Manpower Issues- 9:00am -10:00am