Conference Kick Off: Saturday, April 11th • Conference Dates: April 12th - 15th
Welcome to the 39th Annual SNUG Conference!
Join us in Nashville, TN for the 2026 SNUG Conference, where business meets island vibes! This Margaritaville-inspired event brings together industry professionals for insightful sessions, peer collaboration, and innovative solutions to help your business thrive. Sharpen your skills, strengthen connections, and embrace growth—all in the laid-back spirit of Margaritaville.
TeamSNUG Store
Introducing the TeamSNUG Store, your destination for official TeamSNUG swag and exclusive conference merchandise from our “SNUG on the Rocks” collection. Be sure to place your order in advance, as Monday (April 13th) has been designated Conference T-Shirt Day. We want to see everyone representing TeamSNUG in style!
Ordering is easy. Simply add your favorite items to your cart, complete your purchase, and your gear will ship directly to you.
Pre-Conference Event: Honky Tonk Bus Tour
Saturday, April 11th
A shuttle departs promptly at 3:45 PM to the Honky Tonk facility, followed by a two-hour party bus tour beginning at 6:00 PM with one stop at Old Smoky Distillery. Limited space available!
2026 SNUG Agenda
Our conference agenda is still taking shape—like a sandcastle in progress! Right now, it’s a sneak peek of what’s to come, but soon it’ll be filled with exciting sessions, inspiring speakers, and plenty of opportunities to connect and recharge. Keep checking back as we continue to build out the full lineup and add new details on the horizon!
STARTEL 2026 – SUNDAY ROUNDTABLE TOPICS
STARTEL 2026 – SUNDAY ROUNDTABLE TOPICS-Registration is Required Each roundtable is designed as a 20-minute, peer-driven discussion. The first 5–10 minutes provide shared context through a brief overview from a Startel representative. The remainder of the session is focused on open conversation, with moderators guiding discussion using starter questions when helpful.
Understanding & Leveraging the Startel API Software Integrations in Real-World Use
How organizations are using the Startel API today to automate workflows, integrate with third-party systems, and reduce manual effort—and where challenges still exist.
Matt Bogan
Security Essentials Across Startel Systems
Best practices for protecting systems, data, and access across Startel environments while supporting operational efficiency and client expectations.
Nick Giacopuzzi
SoftSwitch Optimization & Routing Logic
Designing and maintaining routing strategies that support peak traffic, failover scenarios, and consistent service levels.
John Carey
Billing, Reporting, QA & Data Insights
Using reporting and QA data to drive billing accuracy, operational improvements, and client transparency.
Alan Hartmann
Disaster Recovery & Business Continuity
Planning for outages, failures, and disruptions—then testing those plans before they’re needed.
Jim Graham
Advanced Client Maintenance: Designing Smarter Dispatch Workflows
Designing efficient, system-driven workflows by aligning IntelliForms, Dispatch Scripts, Presence, and OnCall logic. This discussion focuses on how thoughtful configuration — including formulas, dispatch menus, and lesser-used features — can reduce agent decision-making, improve accuracy, and create more consistent, scalable operations.
Heather Courville
Workforce Management Client Experience, Service Levels & Expectations
Balancing staffing, service levels, and client expectations using data and forecasting tools.
Margaret Lally
SoftSwitch Features - “Meet Me” & Skill Ranking Features
Maximizing the value of skill-based routing and “Meet Me” features which are often underutilized.
John Martin
Alarm Manager & Notification Handling
Configuring alerts that provide early warning without overwhelming teams with noise.
Kelly Davis
Dispatching & Presence for Real-Time Decisions
How organizations combine the use of auto dispatch scripts and Presence to make real-time routing and escalation decisions.
Mike Antognetti
Client Web Portal (IntelliSite) Functionality & Engagement:
Driving adoption and value from the client web portal while managing access, visibility, and expectations.
Victoria Whitney
Opening Reception
Our Opening Reception, sponsored by our Paradise Partner, Dedicated People, will be held from 6:30 to 8:30 PM. Come kick off SNUG 2026 in true Margaritaville style — great food, refreshing drinks, and plenty of time to relax, reconnect, and meet fellow attendees. Island attire is encouraged — Hawaiian shirts and Jimmy Buffett vibes welcome.
Breakfast
The SNUG President’s Address
Every great getaway starts with gathering your crew. Join us as we officially kick off the day, reflect on where we’ve been, celebrate what’s working, and look ahead at what’s next for the SNUG community. Think of this as our collective “change in latitude, change in attitude” moment.
Lauren Garza
The State of the Startel Address
Join Brian Stewart for a look at where Startel is headed — and how we’re embracing innovation, strengthening our foundation, and positioning ourselves for what’s next. We’ll reflect on progress, preview the roadmap, and explore how thoughtful evolution keeps us moving forward. Because growth isn’t about rushing the tide — it’s about knowing when to shift direction.
Brian Stewart
Startel AI update and new features
AI is no longer just a buzzword floating in the breeze. In this session, explore how StartelAI are helping teams work smarter, streamline processes, and make better real-time decisions. Hear directly from customers about what’s working — and how a small shift in approach can lead to meaningful results. Less guesswork. More clarity. Still human.
Kelly Davis
Break
ATSI & Cam-X Briefing
Stay connected with what’s happening beyond our own shoreline. Hear updates from ATSI and CAM-X, including industry initiatives, achievements, and what’s on the horizon. Strong communities don’t happen by accident — they happen by participation.
Startel LMS update and demo
Ready for something new? Startel’s LMS is here. Designed to make training clearer, faster, and more engaging, this platform supports onboarding, skill development, and long-term success — without adding complexity. Smart structure. Real results.
Victoria Whitney
Lunch
Raffle Drawing
Vendors Spotlight
Meet the organizations presenting solutions and services built to support operational efficiency and growth. Discover innovative tools and practical approaches that may align with your evolving business needs.
CMC update - 25.0 & 25.1 features
What’s new? What’s better? What’s going to make your life easier? Explore the highlights of CMC 25.0 and get a preview of what’s coming in 25.1. See how these enhancements are designed to reduce friction, increase clarity, and keep your operations moving in the right direction.
Victoria Whitney
Fins Up for SNUG 2026!
Group Picture – We gather together, fins up and smiles on, capturing the spirit of connection, collaboration, and a little Margaritaville attitude.
Break
Azure & StartelNOW - update and comparison
As we continue advancing our Azure strategy, we’ll share the latest progress and what it means for performance, scalability, and long-term flexibility. We’ll also provide a straightforward comparison with StartelNOW, reviewing where each option fits and the practical differences to consider.
Matt Bogan
Ask Startel
It’s almost five o’clock somewhere — but first, let’s talk. Join the Startel team for an open Q&A session where nothing is off the table. Ask about features, future plans, platform direction, and everything in between.
Alan Hartmann
Heather Courville
Jim Graham
John Carey
John Martin
Kelly Davis
Margaret Lally
Matt Bogan
Mike Antognetti
Nick Giacopuzzi
Victoria Whitney
Brian Stewart
Bobby Bennett
Vendor Reception
Breakfast
Software Integrations in Real-World Use
Explore how answering services are using integrations like Zapier to connect Startel with CRMs, ticketing systems, and client tools. We’ll walk through real examples, lessons learned, and where integrations deliver the most value (and where they don’t).
Aaron Boatin
Brandon Mann
Leveraging “Meet Me” and Skill Ranking Features/notification handling (switch monitoring tools)
Learn how to leverage Meet Me, skill ranking, and notification handling to improve call routing, reduce delays, and support agents more effectively. This session focuses on practical switch monitoring strategies you can apply immediately.
Drew Ritter
Shawn Borne
SNUG Salt Shakers
It’s time to shake things up! Join us for a fun and interactive networking activity designed to mix up conversations, spark new connections, and bring the SNUG community together.
Break
Dispatch Scripts and Formula Building
Dive into dispatch scripting and formula logic that drive consistency and accuracy. We’ll cover best practices for building scripts that support agents, improve response times, and reduce errors in high-volume environments.
Heather Courville
Andrew Breischaft
Dynamic Dispatching & Presence Management
Discover how dynamic dispatching and presence management tools help balance workloads, improve availability, and keep teams responsive.
Sergio Enriquez
Emily VanValkenberg
From Wish to Reality: Navigating the Wish List
“The “Wish List” is how we communicate with Startel about what we need to make our businesses grow. To do that, our communication must be clear, concise, and organized. Join Lori as she walks through the Wish List, what’s inside, and how we can organize ourselves.
Lori Hawkins
Lunch
The Power of Practical Partnerships: Solving Real Contact Center Challenges
In this session, we’ll examine the current realities facing contact centers, the true cost of inaction, where engagement and performance break down, practical solutions that work today, and key takeaways you can apply immediately.
Thomas Schenk
Sales & Marketing in a Changing Landscape
Discuss sales and marketing strategies that resonate with today’s clients. Topics include positioning technology, communicating value, and aligning operations with growth efforts.
Brian Lett
Chad Davis
Disaster Recovery & Uptime Best Practices
Review disaster recovery plans, uptime strategies, and lessons learned from real outages. Attendees will walk through practical examples and take home ideas to strengthen their own DR readiness.
Ray Shaw
Raul Garza
SNUG Salt Shakers
It’s time to shake things up! Join us for a fun and interactive networking activity designed to mix up conversations, spark new connections, and bring the SNUG community together.
Break
How the API Transformed Our Operations
In this real-world testimonial, learn why this team chose to pursue the API and how it streamlined their operations. The speaker will walk through their journey, key challenges, and the tangible improvements achieved through integration.
Chad Roberts
SNUGTalks: Open Q&A with Today’s Presenters
Wrap up the day with an open Q&A session featuring today’s SNUGTalks presenters. This is your opportunity to ask follow-up questions, dive deeper into topics that sparked your interest, and get practical insights from industry peers. Bring your questions and join the conversation..
Aaron Boatin
Andrew Breischaft
Brandon Mann
Brian Lett
Chad Davis
Chad Roberts
Drew Ritter
Emily VanValkenberg
Heather Courville
Lori Hawkins
Ray Shaw
Shawn Borne
Thomas Schenk
Sergio Enriquez
SNUG Business Meeting
Join the official SNUG business meeting for updates, member insights, and a look ahead at what’s coming next for the user group.
Lauren Garza
Startel Party
Conference Registration
Member
1st Attendee- Includes Sunday (Training Day-No Meals), Opening Reception, Monday (Breakfast & Lunch), and Tuesday (Breakfast & Lunch)
- *Late Registration fees of $100 will be incurred after 04/04.
Member
Addt’l Attendee- Includes Sunday (Training Day-No Meals), Opening Reception, Monday (Breakfast & Lunch), and Tuesday (Breakfast & Lunch)
- *Late Registration fees of $100 will be incurred after 04/04.
Non-Member
1st Attendee- Includes Sunday (Training Day-No Meals), Opening Reception, Monday (Breakfast & Lunch), and Tuesday (Breakfast & Lunch)
- *Late Registration fees of $100 will be incurred after 04/04.
Margaritaville Hotel Reservations
425 Rep. John Lewis Way S, Nashville, TN 37203
Our hotel room block is unfortunately now closed. Please feel free to contact Margaritaville directly to check current availability.
Conference Dates: April 12-15, 2026
(limited space available for arrival April 10)
2026 SNUG Sponsors
Thank you to all of our sponsors!
Registration Policy & Cancellation
To receive a registration refund, less processing fee if applicable, all cancellations must be received via email to brianna@c2omanagement.com by March 1, 2026. No refunds will be granted thereafter. No-shows will not be refunded. Registrations can be transferred to another person within your organization with the same membership status by contacting the brianna@c2omanagement.com.
Our annual conference is designed to provide an environment where participants can be held safe from any and all solicitation, harassment, or recruitment. By registering for and attending our annual conference, you agree to be held by these ethical standards which extend beyond the actual conference. Violations may result in termination of conference registration with no refundand/or membership in the Startel National Users Group.