Exclusively for Credit Union Call Center CEOs

The National Credit Union Call Center conference is delighted to offer an all exclusive CEO forum.  This new forum is designed to be informative, insightful and timely about what you, the CEO, need to know specific to your credit union’s call center.  Our forum will cover current hot topics with some of the industry’s leading experts.  All for $199!  Why stop at just the Forum?  Attend both the CEO Forum and the National Credit Union Call Center conference for a special rate of $649 and continue the conversation with your peers.  This special pricing is just for you,  the CEO. What’s included if you attend both the Forum and the Conference?  Great speakers, resources and round table discussions with fellow CEOs investing in their call center professionals.  Plus – three full breakfasts, two lunches, refreshment breaks, three receptions and one dinner.

Discover your Call Center – we think it is the best part of your credit union!

Sunday October 14, 2018 (Exclusive to CEOs)
$199 for Forum Only
$649 for Forum and National CU Call Center Conference

Forum Agenda

Registration at 12:30

1:00 PM – Forum Session

Helping the Contact Center Deliver on Your Brand Promise
Lori Bocklund, President/CEO Strategic Contact

Over the past two years, Strategic Contact has gathered targeted survey data from credit union contact center leaders that reveals the top challenges and priorities.  While delivering a great member experience if front of mind for most, the majority do not meet performance goals and many struggle to get the support they need to optimize operational efficiency and effectiveness, while also driving sales and protecting against fraud.  As a CU leader, you can help drive change that delivers on the promise of your brand.  Join Lori Bocklund, a noted contact center industry expert, for a focused discussion on CU contact centers and your role in helping pursue the right things for your Credit Union and your members.

2:00 break

2:30 PM – Panel Discussion

Digital Transformation in Your Call Center 
Rick Cranston, Chief Operations Officer, CU Ledger
Gary Scalise, Senior Vice President Contact Center Operation, PSCU
Priya Dozier,Vice President, Digital Solutions and Innovation, PSCU

In the past, call centers were often thought of as COST centers.  Perhaps overlooked by management as a simple resource for the member to check their account balances.  Today, contact centers are the Omnichannel access for members every day for every type of transaction.  Sometimes 24/7!  Add Digital Transformation to the mix and your contact center is now a top priority.  Join our panel of thought leaders to hear about what this means in your call centers.

5:00 – Exhibitor sneak peek and reception

6:00 pm – Dine-a-rounds TBD

Interested in registering?  Please email info@ncuccc.org or call at 505-338-4210

 

 

 

 

Today's Speakers

Lori Bocklund

Lori Bocklund

Lori Bocklund is President of Strategic Contact, an independent consulting firm that helps companies optimize the value of their customer contact technology and operations. Strategic Contact helps companies develop and execute plans tied to business goals, conduct assessments and build roadmaps, develop requirements and select appropriate solutions, and manage projects to successful implementation.

Lori is a recognized industry leader in contact center strategy, technology, and operations. With over 25 years in the industry, she has acquired an understanding of a broad spectrum of systems, applications, and operational environments. She shares her knowledge and experience through speaking engagements, seminars, articles, and the book she co-authored. Attendees of Lori’s seminars and courses appreciate her enthusiasm, energy, and humor, and her ability to make today’s complex contact center environment more readily understood.

Lori has a B.S. in Electrical Engineering from South Dakota State University and an M.S. in Electrical Engineering from The George Washington University. She is also certified in Change Management with Prosci.

Rick Cranston

Rick Cranston

Rick currently serves as the COO for CULedger, Inc. Prior to accepting the full time role of COO, Rick was a co-founder of the national CULedger Blockchain consortia, one of the largest blockchain consortia’s in the world, representing over 70 organizations in the domestic U.S. and Canada. He has been a lead contributor and driver for the CULedger initiative. CULedger has been recognized by Hyperledger for leading out in the “Self-Sovereign Identity” space.

Formerly, Rick was the Vice President of Innovation and Product Development, responsible for creating and deploying innovation initiatives across the Mountain West Credit Union Association (MWCUA) region. Rick was with the Mountain West Credit Union Association from 2007 to 2017. Prior to his arrival at the MWCUA, Mr. Cranston performed in a variety of high tech leadership positions on behalf of national technology consulting companies. He also served in the military in both the USAF and USAR. Rick has over 30 years of experience in technology initiatives including working with fintech companies as well as Fortune 50 organizations.

Mr. Cranston holds a Bachelor’s of Science degree in business from South Dakota State University and an MBA from the University of Montana.

Priya Dozier

Priya Dozier

Priya Dozier directs PSCU’s initiatives to innovate, design, develop and integrate new digital solutions to enable credit unions to capitalize on commerce and service opportunities from digital channels. She leads an experienced team focusing on how new and innovative solutions disrupt the financial services market. Additionally, she manages the design, development and delivery of digital products related to PSCU’s core lines of business, including business-to-consumer and business-to-business applications across web, mobile and integrated channels.

Prior to PSCU, Dozier was vice president of product management at FIS, a Fortune 500 financial services provider of payment processing and banking solutions. At FIS, her team built new products and enhancements focused on decreasing retailer expense while managing fraud and meeting customer needs. During her 16 years at FIS, Dozier held product, risk and systems development responsibilities for merchant payment solutions.

Dozier earned an MBA from the University of South Florida and a bachelor’s degree in MIS from Florida State University. She anticipates earning her DBA from the University of South Florida in December, 2018. Dozier currently serves on the board of the Northeast High School Academy of Finance program.