OEO 2.0 Association 2023 Annual Meeting
was held July 23rd-25th in Las Vegas, NV
Annual Meeting Highlights
The 14th Annual Meeting of the OnviSource Equipment Owners (OEO) Association kicked off at a welcome reception hosted by OnviSource on the evening of July 23rd in Las Vegas, Nevada.
The two-day event provided attendees with networking opportunities and in-depth learning through insightful sessions with members, the OnviSource team, and solution provider partners.
As part of the event, OnviSource CEO Ray Naeini provided corporate updates, achievements and solutions that will help teleservices retain profits, grow their business, and compete more effectively. Naeini presented an overview of OnviSource advancements in AI and analytics that are bringing Intelligent Transformation solutions with specific application to TAS and contact centers to help them achieve excellence in workforce performance, customer satisfaction and business productivity.
OnviSource Chief Revenue Officer Francisca Crous-Alegria presented market research concerning the current state and a forecast of the teleservices industry.
Business Insight: Keeping Employees Happy
OEO Board members James Galvin and Shari Rosen led a discussion of programs, training, and techniques that work to keep agents engaged and happy to ensure their job satisfaction and improve retention.
Business Insight: Using Indeed for Hiring and Attracting Top Candidates
Francisca Crous-Alegria provided participants with practical knowledge for using the Indeed hiring platform cost-effectively.
Board of Directors Elected
During the Annual Meeting, the following members were elected to the OEO Association Board of Directors.
James Galvin, President
Shari Rosen, Treasurer
Kindra Fox, Secretary
Lisa Hill, Director
Francisca Crous-Alegria, Director
Kim Pippin, Director
A special thank you to out-going Board member, Mike Petretta, for his service and dedication to the board over several years.
Thank You to Our Solution Partners
Owner & President
Randy Ripkey presented "all things money" - pricing, creative rate plans, agent wages, payroll, expense and profit ratios, and collections. He discussed service level standards such as average time to answer, abandon rates, calculation of utilization and the Magic Number Calculator.
VP, Business Development
Dan Gracia provided insightful information about the latest in cloud services and shared many advantages of using cloud for file storage, virtual desktops and SaaS solutions. Dan emphasized how Joon and OnviSource work together to fully support OEO members using cloud-based software solutions.
Thomas Schenk demonstrated the advantages of the PeoplePraise agent engagement and performance improvement platform and the integration with OnviSource Intellecta TeleServ advanced Interaction analytics delivering a combined solution for automated and AI-driven quality assurance as well as performance improvement and engagement.
Rob Van Buskirk
Rob Van Buskirk identified how data compliance can increase revenue for teleservices businesses. He provided a look at Internet crime reports, data security and a data compliance framework that can help generate revenue.
Ron Schlossberg, Advance Communication
"When I returned from Las Vegas (still smiling), I sat down with our in-house team and went over a pile of notes, reflecting all the formal learning from OnviSource personnel (who shared important information), from the vendors (who all gave great presentations), and from our fellow owners and management friends who were in attendance (and once again spoke freely and honestly about what they were experiencing and how we should try some of what they have learned)."