10:00 a.m. - 10:15 a.m.
Welcome and Opening Remarks

10:15 a.m. - 11:15 a.m.
Bring the Most Customer-Centric Cultures to the Credit Union's Call Center
Jeff Rendel

What is it about the most recognized customer-centric companies in the country that sets them apart? Their commitment to a customer-focused way of life, ongoing marketing and exceptional service in all circumstances. From ongoing and direct experience with these companies, learn how credit unions can incorporate these processes and systems, as well as increase a credit union’s levels of new, repeat and referred business.

11:15 a.m. - 11:30 a.m.
Break

11:30 a.m. - 12:30 p.m.
The Call Center Conncetion: Aligning Resources with Marketing
Bruce Clapp

When new marketing efforts are launched, the staff is prepped, media prepared, digital connections created ... and the questions start rolling in. Did someone tell the call center? From increased calls to longer call sessions to outbound efforts. This session explores the impact and benefit of the call center when properly aligned with marketing campaigns. Case studies of the impact, samples of tracking efforts and results, discussions of aligning messaging with real-time feedback and ensuring the delivery of the brand experience for what members expect is at the heart of it all -- the call center.

12:30 p.m. - 1:30 p.m.
Lunch

1:30 p.m. - 2:30 p.m.
Building a Remote Member-Interaction Strategy
Jon Weirauch, Peter Johnson & Lou Gallagher
Sponsored by BSB Communications

Listen in to experts who will break down the process of defining a remote member-interaction strategy. Omnichannel strategies and biometrics will be explained, along with the process of building out a “member journey orchestration.” Security capabilities related to voice bio-metrics for callers, web chat/AI options and SMS/texting options will also be covered, to assist credit unions in best serving their members.

2:30 p.m. - 2:45 p.m.
Break

2:45 p.m. - 3:45 p.m.
Call Center Trends that Improve Member Service
Renee Denman-Thompson

An abrasive customer service agent can have a negative impact on any business. Poor technology, however, can cause just as much harm. Therefore, it is important to adapt to the upcoming trends of the industry and incorporate new technology to improve business and service. Call centers need to modernize by using the latest technology in order to meet the expectations of members in the digital age. This training will touch on omnichannel platforms, artificial intelligence, analytics, the cloud and emerging technology like recall which are considered important areas for companies to incorporate.

Studies have shown that 86% of buyers are willing to pay more for a positive customer experience. A company needs to invest in their customer/member experience or risk losing these consumers elsewhere. Join in to hear about concepts such as artificial intelligence which is utilized in call centers to develop a more streamlined process for consumers and call center agents, along with modernized options of important trends being utilized by effective call centers.

10:00 a.m. - 10:15 a.m.
Get the Day Moving Activity

10:15 a.m. - 11:15 a.m.
Dealing with Difficult Personalities
Lisa Carver

Learn how to better deal with various personality types, both personally and professionally. The discussion will focus on how to face dread, analyze personal hot buttons to avoid confrontations, be proactive in all conversations and modify personal communication styles for positive long-term results. Participants will also create a plan of action to set goals for utilizing the content and skills discussed. It is not just what call center representatives say, but how they say it that leaves an important and lasting impression. Make sure to be getting it right on every call and in every situation.

11:15 a.m. - 11:30 a.m.
Break

11:30 a.m. - 12:30 p.m.
Contact Centers: It's All About the Metrics
Jessica Vartanian

Review the metrics needing to be paid attention to in a contact center. Learn what the reports mean and how they can assist in managing to the numbers. This information is relevant for contact center employees and management and includes the big five metrics for success, how to properly and effectively staff a contact center and reports that matter to both members and management.

12:30 p.m. - 1:30 p.m.
Lunch

1:30 p.m. - 2:30 p.m.
The Latest Contact Center Trends, Fraud and Scams
Holly Spiczenski
Sponsored by America's Credit Unions Mutual Group

Keeping ahead of the criminals is a daunting task, but not knowing what they are up to can cost credit unions or members. Find out what the identified emerging risks and trends impacting credit union contact centers are and be better equipped on how to manage the latest fraud and scams.

2:30 p.m. - 2:45 p.m.
Break

2:45 p.m. - 3:45 p.m.
Real Talk Roundtable: Real Deal Details from Real CU Contact Center Pros
Jessica Vartanian

Performance. Staffing. Metrics. Wait times. Working to provide credit union members the best service while creating a great work experience to retain quality team members can be quite the balancing act. How are Michigan credit unions accomplishing this? Hear from peers in this 'down to the details' conversation where every attendee is welcome to bring questions, challenges, solutions and success stories. From abandonment rates, to staffing levels, to one-stop-shops v. internal call transfers and more, this is the place to talk about finding and keeping talent, pay ranges, live/video chatting and anything to improve the contact center experience.

Lisa is the president of Moxie Consulting, Inc. a human resources consulting firm located in Little Rock, AR. Lisa has designed and facilitated employee development and management/leadership training since 1988. She has a broad range of employee development experience and has worked with all levels of employees, volunteers and elected officials. Lisa holds a bachelor’s degree from the University of Central AR and earned her master’s degree from Texas Woman’s University. She also completed a year of law school at the UALR Bowen School of Law and has taught classes at Pulaski Technical College, ITT Tech and the University of Phoenix. She is a certified Franklin Covey and Achieve Global facilitator.

Bruce is president of MarketMatch and is a leading executive marketer with over 20 years of marketing expertise. During the past 18 years Mr. Clapp has served in various executive bank marketing leadership positions. Bruce has achieved numerous awards for his work including youngest recipient of the Bank One President’s Sales Award, The OCUL Marketing Brilliance Award and the Dayton Business News 40 Under 40 Award. He is a regularly featured speaker with financial associations and his work has been published through the ABA’s Marketing Network Library, Credit Union Times, US Banker and Business Journals around the country.

Renee is an experienced call center professional with an extensive background in marketing and sales. She has previously worked for WTVS educational/public television PBS and was with Ford Motor Company for 13 years. She possesses a master's of business administration in finance/marketing from Wayne State University and a bachelor's of fine arts from the University of Michigan.

Lou is a consumer engagement specialist with BSB Communications. He has spent 35 years as an accomplished senior IS business leader, business consultant, IT application developer and engineer, spanning both technical and business teams. He has a background as an IVR/CTI developer for voice communication platforms, being one of the first developers creating VoIP and IPT software solutions, and later became a consultant and senior IS leader in the healthcare payer and provider industries. He has also spent 18 years strategically leading organizations and creating true consumer engagement strategies.

Peter is the chief operating officer of BSB Communications, a Mitel exclusive platinum partner dedicated to enhancing the success of their clients by helping them leverage unified communications solutions. He draws upon his 30+ years of leadership experience to personally work with BSB’s clients to develop omnichannel strategies that consider the impact of technology upon both the agent and consumer. He is especially passionate about helping credit unions improve the agent experience (AX) in order to improve the member experience (MX).

Jeff is a certified speaking professional who knows financial services. With experience as a federal banking regulator, financial services executive and Congressional lobbyist, he understands the balancing act of safety, soundness, sales and strategy. Jeff is president of Rising Above Enterprises, and works with financial services providers that want entrepreneurial results in sales, service and strategy.

Holly is a consultant in risk & compliance solutions for America's Credit Unions Mutual Group. In this role she assists credit unions in identifying areas of risk in their payments and deposit area of operations and recommends appropriate controls to reduce loss exposure. Holly began her career with CMG specializing in collateral protection. She then moved into a role within business protection as a claims adjuster. Prior to joining the organization, Holly worked at America's Credit Unions Credit Union, which has since evolved into Summit Credit Union.

Jessica is a senior consultant for CU Lending Advance and began working with credit union’s almost a decade ago. She spent the first part of her career managing retail branches in the ‘big bank’ space and working in public education. During her credit union tenure, Jessica led her organization to record-high loan growth, successfully established in-depth referral programs within the contact center and branches, and spearheaded numerous enterprise systems conversions-driving organizational efficiency while reducing operational expenses. Jessica earned her bachelor’s degree in education and is a certified adult trainer and facilitator. In 2019, she completed a graduate program from the Said School of Business at Oxford University focusing in the area of Fintech.

Jon is owner and CEO of JDWeirauch Coaching & Consulting and has worked for 15 years in the non-profit financial sector, the majority of that time being spent in contact center environments. He has worked all angles of contact center life, including frontline data intake, supervisor and senior manager of a 150+ agent team.  He is now a consultant in contact center systems and operations for Frankenmuth Credit Union. He finds passion in using contact center technologies to their fullest potential, as well as developing supervisors to become the most effective leaders while navigating the complexities of managing call center environments.