CCNG would like to thank Farmers Insurance for hosting the April 11th Oklahoma City Local Networking Meeting.  Randy Dickerson, Farmers Insurance Call Center Manger, presented us with an overview of the Farmers Insurance (HelpPoint) call center that is available to customers 24x7 for the reporting of automobile accidents or damage to their home or business.  Farmers has HelpPoints in three locations: Oklahoma City, OK, Olathe, KS, and most recently opened, Grand Rapids, MI.

The Ernst & Young consulting group has deemed the contact centers as "World Class".  Additionally, Farmers HelpPoint has recently been recognized for customer satisfaction excellence under the J. D. Power and Associates Certified Call Center Program.

We were privileged to have Elaine Turner of Hall and Estill speaking on the subject of the Family Medical Leave Act (FMLA).  Elaine discussed the details of mandated intermittent leave and how to prevent abuses of intermittent leave.  If anyone would like a copy of her presentation, please contact Lela Carter (lcarter@ccng.com) and she will fax you a copy.

We would also like to thank RightNow Technologies for sponsoring this meeting.  Debra Stringer presented an overview of her company and the services RightNow Technologies can bring to a call center.

Our last two meetings have focused on the FMLA.  What would you like to see discussed at future meetings?  Send your suggestions for meeting topics to Lela Carter. (lcarter@ccng.com)

We are currently scheduling meetings for June and August.  Watch for forthcoming details on these meetings.  Our November Local Networking meeting will be held at Cox Communications.  You may register for this meeting now.  Don't miss your chance!