Registration Includes:

•    Member Service Center Tour and Dinner at Consumers Credit Union

October 29 | 6:00 – 8:30 pm
This behind the scenes tour of the call center at Consumer Credit provides time to meet other attendees and chat with event speakers while enjoying dinner fare.

•    Vendor Showcase at Delta Hotel by Marriott Kalamazoo Conference Center

October 29 | 2:45 – 3:15 pm
Take a closer look at the products and services available to support today’s advancing Contact Center and meet suppliers.

•    Contact Center Roundtables: What’s Working, What’s Not

October 29-30 | Last Session Each Day
Sit down with colleagues each day for a roundtable discussion. Bring along issues, tips and suggestions about what’s working (and what’s not) and leave with real life best practices.

•    Continental Breakfast

October 29-30 | 8:00 – 8:30 am

•    Networking Lunch

October 29-30 | 12:30 – 1:30 pm
Tuesday Lunch Sponsored by BSB Communications, Inc.

•    Breaks and Session eHandouts

October 29-30


Service Excellence
Delilah Reynolds, Operational Leadership Expert
Become equipped with a genuine service mindset for serving others internally and externally, and learn how it results in tangible, measurable benefits for those receiving great service, as well as those delivering it.

Phoning Fraudsters: Protecting Member Accounts

Rayleen Pirnie, Founder and Owner of RP Payments Risk Consulting Services, LLC
Understand social engineering, why it happens and what frauds usually follow a successful phishing scam. Examples of technology such as call tracking red flags and verbal biometrics, as well as manual procedures to help catch fraud and what processes do NOT work will be shared.  

Tips, Tricks and Trends of Member Fraud Claims
Rayleen Pirnie
Get a real world look at Reg E, ACH and card compliance from the perspective of the call center when taking verbal claims of unauthorized activity. Actual cases will demonstrate what investigative questions to ask, in addition to things to never say.

Call Center Morale Boosting: The Miraculous Power of Meaningful Work

Lauren Schieffer, Authority on Communications and Inspiration
Leaders can create a work environment wherein call center employees are consistently engaged, creative and joyful in their work. There can be high morale and a genuine commitment to the credit union’s goals - once everyone figures out that it is not about the bottomline, but about allowing each and every person to find SIGNIFICANCE. Discover how to refocus everyone’s attention on what’s important and help them to think beyond the bottomline to develop a forward-thinking, ownership mindset that will allow them to truly impact lives and therefore, the bottomline as well.


It's All About the Numbers: Contact Center Metrics
Don Arkell, Consultant, CU Lending Advice
As the most important member-facing area of the credit union, understanding the numbers and metrics to be measured is a key component to the success or failure of a contact center. Regardless of asset size, discover and understand the numbers to know to achieve a world-class contact center.

Staffing a Contact Center for the 21st Century
Don Arkell
The contact center is the “face” of the credit union, so be sure to have the right employees in the seats that interact with most of the members. Without question, the skills needed in this job are different than skills needed in a branch environment.

Trends in Remote Delivery: The Future of Contact Centers and Delivery
Don Arkell
The days of walking into a branch to conduct all business are limited. Learn about the current trends in branch automation and remote delivery and how credit unions are addressing security concerns while increasing productivity.

Innovation and Leadership at Domino's Pizza: Using Technology to Build Relationships
Tim McIntrye, Executive Vice President of Communication, Investor Relations and Legislative Affairs, Domino’s Pizza
In the past decade, Domino’s reinvented itself through transparency, an improved pizza, a new menu and unprecedented leadership and innovation in reaching customers through technology. Hear the behind-the-scenes story and discover how others can benefit from an intense focus on reaching, connecting with and serving customers in new ways.

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