Detailed Program Information

Welcome and Networking Breakfast – 7:45 am
For those of you onsite take this time to enjoy a continental breakfast, meet new people and build community. Don’t worry, tables will be set for social distancing.

Opening Keynote – 8:30 am
Holly Hoffman, Professional Speaker and Author

As we survive life’s challenges, we come face to face with fear and uncertainty.  Challenges may allow us to step out of our comfort zone and push ourselves above and beyond our own self-limitations.  It is how we choose to overcome challenges that make us who we are. It is our strength in times of difficulty that prove our character and self worth.  As Holly shares her experience of being on a reality show,  she encourages you to think about how you decide to survive on a daily basis.  She will encourage you to think about six words to develop your survival skills. With her six simple words, you can face any challenge. Adversity is not so much contending with problems as it is learning more about who you really are and what is inside of you.  Join Holly and explorer your true survival skills.

“Nobody can go back and start a new beginning, but anyone can start today and make a new ending.”
—Holly Hoffman from Your Winner Within

Networking Break with Exhibitors – 9:30 am
Virtually meet and network with industry resource experts specific to your call center needs. Our virtual platform will provide ease and convenience for you to visit your favorite exhibitors.  

General Session – 10:00 am
The Call Center Connection: Aligning Resources with Marketing
Bruce Clapp, Professional Speaker and Author

When we launch a new marketing effort, we prep the staff, prepare the media, create the digital connections…and the questions start rolling in. Did someone tell the Call Center?

Increased calls? Longer call sessions? 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 we deliver the brand experience our members expect at the heart of it all…the call center.

Networking Brunch  – 11:00 am
It’s lunchtime somewhere!  Spanning time zones makes lunch an adventure.  No matter what you plan on eating, join us for some virtual exhibitor Bingo fun.  Don’t forget to un-mute before yelling B-I-N-G-O!

Exhibitor Ed Talks – 11:45 am
Join our subject matter experts as they zone in on some specific topics designed to speak your language.  Whatever you do…Don’t panic!  All sessions will be recorded so you can manage these to your schedule.  In the time provided we will highlight one for those attending the conference in Las Vegas.

Harland Clarke
Back to Basics: Essential Strategies for Contact Center Success

The Contact Center has changed dramatically; for every industry, not just ours. With so many technologies, so many channels, and so many processes to manage, contact centers are expected to deliver more, but often with less time and fewer resources. Yet what remains unchanged is the need for a human touch. The contact center is the heartbeat of the credit union, there to support members and resolve issues — to be the calm and reassuring voice on the other end of the line. Every day, consumer expectations are raising the bar on what best-in-class member care is all about. Keeping pace requires going back to the basics. 

Networking Break – 12:15 pm
Virtually meet and network with industry resource experts specific to your call center needs. Our virtual platform will provide ease and convenience for you to visit your favorite exhibitors.

Topic Round Table Discussions – 12:45
It’s here! Time to  share best practices happening in your call center with your peers.  Our roundtables topics will be pulled from the community conversations.  Don’t know about our Credit Union Call Center Community?  Click on “community”  in the tool bar above for more information and to sign up. The community lets you keep the conversations going all year.

Networking Choices – 2:00 pm
Early to rise – early to rest!  If here in Las Vegas you are free to move about the cabin!  Catch up on work, attend a recorded session in your room, or explore Las Vegas. Need help with dinner ideas?  We will have some special dining/activity suggestions for those on site.  Onsite Exhibitors this is your cue!  Host a dine-around or socially distanced drinks.  Virtual friends – depending on your time zone you are literally steps away from the refrigerator and beer-thirty!  See you tomorrow!