CSAA Operations Management Track
(see individual CEUs under each seminar)

Friday, April 17 & 18, 2004
Peabody Hotel, Memphis, Tennessee

In conjunction with NAMTSE 2004. 

For registration forms, etc., visit www.namtse.com.

Saturday, April 17, 2004

.All sessions are held in the Peabody Hotel unless otherwise noted.

1:00pm - 2:00pm, (OPS) How to Prepare for a UL Annual Inspection - .1 CEUs

Steve Schmit, Associate Managing Engineer, Certificate Services, Underwriters Laboratories (UL)

Has UL called to announce that they will be inspecting your central station? This session will explain the objectives of the UL inspector for an annual inspection. You will learn to identify the key elements and how you can better prepare.

2:00pm - 3:00pm, (OPS) Telephone Etiquette for Outstanding Customer Service - .1 CEUs

Marcie Heron, Senior Operations Manager, Emergency Response Center, VOXCOM Security Systems

The majority of your customer communications are conducted over the telephone. Your service schedulers, installation coordinators, office staff and central station operators are the voice of your company each time they interact with a customer. Enhance the image of your company by applying the skills discussed in this seminar.

3:00pm - 4:00pm, (OPS) Reducing False Dispatches and Central Station Activity - .1 CEUs

Pam Petrow, Senior Vice President, Vector Security; W. Rex Bell, Huntsville, AL Police Department

Alarm professionals and responding authorities are discussing terms such as non-response, second-call verification and enhanced verification throughout the country. This session will explain these different concepts and provide data on the successful implementation of these programs. Also, learn why what the police departments find to be effective false dispatch prevention techniques.

4:00pm - 5:30pm, (OPS) Performance Measurement - .1 CEUs

Anna Tate, Central Station Manager, AutoZone; John Flores, Customer Service Manager, Guardian Alarm; Andy Lowitt, Vice President, Lowitt Alarms & Security

Central stations have various methods of measuring the performance of operators, customer satisfaction levels, alarm traffic and many other aspects of our business. How do your measurement standards compare to others in the industry?

Several companies will share what they measure and how they use that information to create a more motivated staff and higher levels of customer retention.

Sunday, April 18, 2004

9:30am - 11:00am, (OPS) Creating an Effective Central Station Operator Training Program

Fred Lock, Central Station Manager, UAS Inc. and Tracy Hemmerle, Assistant Central Station Manager, Vector Security

Do you have a formal documented training program for your central station operators? Too many central stations rely on on-the-job-training or working with senior operators to train new hires. Unfortunately, with these methods there is no way of guaranteeing that these individuals are exposed to consistent and accurate training. Two speakers with extensive training backgrounds will detail how to create a program and the elements that should be included.

11:00am - 12:30am, (OPS) Using Call Center Techniques in a Central Station - .1 CEUs

Elaine Paquette, Director of Client Services, VOXCOM Security Systems

Call Centers have been perfecting telephone customer service for years. What can we learn from this experience? See how you can apply proven call center techniques to improve telephone skills, motivate employees and provide excellent customer service.

1:30pm - 3:00pm, (OPS) TCP/IP Technology - .1 CEUs

Dave Combes, Commercial Development Manager, Ademco; Mark Burnett, Manager Events Monitoring Center, Diebold; and Ed Bonifas, Vice President, Alarm Detection Systems

This session will begin with a TCP/IP primer to help novices understand this new receiver technology. After this introduction you will hear from several alarm companies currently utilizing this type of monitoring service.

3:00pm - 4:30pm, (OPS) The Wonderful World of Central Station Receivers (panel) - .2 CEUs

Sascha Kylau, Business Development Manager, Surgard; Carey McNeme, Central Station Manager, Network Multifamily

Understanding the reporting formats for 3x1, 4x2, SIA, CID and numerous others is complicated for operators and technicians. Learn about communication formats, today's high tech receivers and the telecommunications behind them. Following the presentation will be an in-depth question and answer period.