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hi good afternoon everyone were going to go ahead and get started with our webinar for today thank you for joining us for the beyond satisfied webinar my name is Megan Matta and I will be your moderator for today first Id like to go over a few housekeeping things before I go ahead and turn things over to Jim our presenter so for those of you who havent attended a webinar with us before or didnt get a chance to check out the GoToWebinar attendee quick start video lets briefly go over how to interact during todays presentation so everyone should have a go-to webinar control panel showing up at the top right of the screen and you may notice throughout the presentation the disk control panel collapse is off to the side to open it back up just simply click on the orange arrow at the top and that will expand the panel for you if you are logged into your web into the webinar using your mic and speakers and find that youre having difficulty hearing us we suggest dialing in with your pho