Detailed Program Information
Registration and Networking Breakfast – 8:00 am
Take this time to meet new people and build community.
Opening Keynote – 9:00 am,
Take off the Mask – Is your life story worth Telling?
Dan Meers, Professional Mascot
It’s been said that if you ask a man his occupation will find out how he pays his bills, but if you ask a man his preoccupation then you will discover the passion of his life. Dan Meers has a rather unique occupation. For over 25 years he has paid his bills by working as “KC Wolf” the mascot of the Kansas City Chiefs. However, Dan’s preoccupation, what he is truly passionate about is encouraging others to strive for the best in life and to enjoy it each and every step along the way. Dan believes that your life is like a coin. You can spend it anyway you wish but you will only get to spend it one time, so spend it wisely. During this presentation Dan shares some of the valuable lessons he’s learned during his long career as a professional mascot. Whether at home, work or in the community, Dan challenges his audience to live each day to the fullest by wisely investing their lives and not just spending them.
Networking Break with Exhibitors – 10:00 am
Meet and network with industry resource experts specific to your call center needs.
General Session – 10:30 am
Contact Center Lending Lessons Learned from Top Performing Credit Unions
Don Arkell, CU Lending Advice
The Contact Center is the “Face of your Organization”. It is the most important member facing area of the credit union. Lending has never been more competitive, credit unions were not “Born Digital”, learn how credit unions around the country are maximizing their contact centers to achieve record breaking loan volume. In this entertaining and informative session, Don will cover the following topics:
• How to organize Lending in your Contact Center for Maximum Results
• Lower your Expense Ratio while Increasing your Loan Volume
• How to Motivate Contact Center Employees to achieve better Sales and Lending Results Across All Channels
• Credit union success stories using these strategies
• Learn how to maximize efficiency and consistency
Networking Lunch – 11:30 am – 12:45 pm
Keep the community conversations going with your new found friends!
General Session – 12:45 pm
Thrive, Don’t Just Survive: How to Turn High-Pressure Change Events into High-Reward Member Experiences
Ron Hasbrooke, Harland Clarke
With change comes challenge…and opportunity. Mergers and acquisitions. Digital banking conversions. Change is often necessary, but never easy. While change and challenge often signal great progress, they can also spike call volume within your contact center and across all member touchpoints. But these same change events, when approached from a thrive mindset, represent rare opportunities to engage tough-to-reach members and deliver a high-reward experience. With contact centers receiving fewer general service calls from a smaller and smaller percentage of their membership, a digital conversion event can enable personalized engagement with members who might likely never call or visit the branch. Being ready to embrace that touchpoint opportunity in a way that deepens the member relationship is vital. Ron Hasbrooke, Senior Business Development Executive at Harland Clarke, will share success strategies for how a contact center can turn a high-pressure change event into a winning opportunity to strengthen relationships, build loyalty with members and differentiate your brand.
Networking Break with Exhibitors – 1:45 pm
Meet and network with industry resource experts specific to your call center needs.
General Session – 2:15 pm
The World is Changing. How Will You Deliver “Wow!” Service In The Digital World?
Rini Fredette, Senior Vice President of Contact Center Operations at PSCU
In today’s interconnected world, member expectations are constantly changing. Contact centers are receiving fewer calls per customer due to a variety of self-service options, from online to mobile and digital offerings. Talk time for those that do call, however, is rising due to the increased complexity of issues. So, how does a credit union focused on service “wow” the member when faced with fewer opportunities and more intricate problems to remedy, coming in via a variety of channels? Rini Fredette, Senior Vice President of Contact Center Operations at PSCU, will explore how credit unions can use capabilities such as AI, bots, omnichannel, and analytics to connect the dots in the member journey and deliver exceptional service in the digital world.
Transition Break – 3:15 pm
Round Table and CEO-Director Forum Discussions – 3:30 pm
It’s here! One of your favorite parts of the program. Visit and share best practices happening in your call center with your peers. We traditionally divide groups by asset size but you are welcome to attend any round table.
Networking Reception – 5:30 pm
Come together for more community time under the beautiful Las Vegas sky. Snacks and beverages will be available
Dinner on your own – 6:30 pm
Here is a chance to explore Las Vegas with your new friends. Stop by the registration desk for dinner ideas.