Monday October 11

Detailed Program Information

Networking Breakfast  – 8:00 am – Sponsored by CO-OP
Enjoy a continental breakfast, meet new people and build community. 

Welcome – 8:30 am

Opening Keynote – 9:00 am
F.L.Y.   First Lead Yourself – Elizabeth McCormick, Professional Speaker
Hear Elizabeth’s story as she shares her success in life and business while overcoming overwhelming obstacles as a helicopter pilot.
You and your team will be inspired about how to:
• Unlock the key to boosting confidence
• Discover the success principle that raises productivity and performance
• Soar to a higher level of leadership while influencing others to “See a Need, Lead”

Networking Break with Exhibitors – 10:00 am
Network with industry resource experts specific to your call center needs while refreshing your morning caffeine beverage.

General Session – 10:30 am
Collaborating to Provide Exceptional Member Service
Orlando Huerta, Vice President, Contact Center Services, CO-OP Financial Services and Amy Stevens, Vice President, Member Assistance Center Director, GreenState Credit Union

Several events catapulted GreenState Credit Union’s contact center to new levels of importance in 2020. A first-of-its-kind bank acquisition and double-digit organic growth generated extraordinary call volume for the $7.5 billion North Liberty, Iowa-based credit union. Learn how  these two organizations partnered to deliver exceptional member service throughout the unprecedented events.
Takeaways include:

• How to work collaboratively with an external resource
• Ability to recognize scaling services as needed, adding new services
• Exploring agent training considerations
• Taking actionable steps to be ready for and address steep increases in call volumes

General Session – 11:15 am
How to Conquer Staff Shortages with Call Center Technology
Shai Berger, CEO fonolo

Contact centers across the globe are experiencing staffing shortages like never before. While the industry has embraced new technology to support remote work, many businesses have yet to find the right tools to balance staffing.

Learn how you can overcome staffing challenges without sacrificing your SLAs and CSat levels.

Premiere Exhibitor Demo – fonolo – Noon

Networking Lunch – 12:15 – Sponsored by fonolo
Ignite conversation with new found friends.  Compare notes from the first three sessions. Table topics will be provided as “starter” ideas.

Breakout Sessions – 1:00 pm 
Join our subject matter experts as they zone in on some specific topics designed to speak your language.

• Empathy: A Paradigm Shift in Member Service – How to Attract the Right Talent, Create the Right Culture, and Cultivate the Right Skills
  Tracy Gudmundson, Vice President Contact Center Operations, and Ron Hasbrooke, Senior Business Development Executive – Harland Clarke
  Rapidly evolving digital technologies have raised members’ expectations for banking experiences, on and offline. To keep members loyal, contact center specialists now not only need to be technical specialists but also experts in empathy. Attracting tech-savvy contact center talent with the drive, compassion and insight to serve members’ complex and emotional needs rests on creating a credit union culture that fosters personal development, satisfaction, inclusion and empowerment. share first-hand learnings on ways to overcome today’s challenges, strengthen member relationships and differentiate your brand.

• Top Tips and Tricks When Considering a New ACD/CCAAS Solution in Your Contact Center
  Tim Proctor, President/Senior Consultant, Delta Consulting
  Considering a new solution for your contact center can be overwhelming. In this session Tim will share how to make sure you are asking the right questions to generate quality RFPs. You will discover that his tips and tricks will help you determine if a provider’s product or service meets your credit union’s needs. Listen as he discusses key areas of consideration such as negotiation, performance and acceptance clauses, cost considerations and more.

Transition Break – 1:45 pm

Breakout Sessions – 2:00 pm

• Delivering Beyond Digital Customer Service in 2022, Perry Price, CEO Revation Systems
  Prior to the disruption that the COVID-19 pandemic caused to the financial services industry, digital transformation was a bullet point on an annual project list for credit unions across the nation. As stay-at-home orders and social distancing measures began to limit hours of operation for credit unions, the promise of virtual banking at scale, which was once a far-out item on a wish list, quickly became a critical necessity. After the pandemic began, members not only preferred the option of digital experiences, but now found themselves more reliant on them than ever before. Now that credit unions have adapted to the changes brought on by the pandemic, industry standards for the digital member experience are shifting.

  Now, well over a year into the global pandemic, organizations must reimagine their long-term communications strategies to support their success in an industry becoming increasingly less reliant on brick-and-mortar locations and heavily focused on virtualized communications. To mitigate the risk of losing members in an increasingly virtual world, credit unions must shift their focus to a new digital engagement methodology that encompasses the virtualization of work functions across the entire branch rather than simply the call center. The future of customer service will see the merging of online/mobile banking, virtualized communication, and conversational banking.

• How Can Conversational AI and Member Insights Boost Member Experience?
  Karan Kashyap (CEO of Posh Technologies and alumni of MIT’s AI Lab) shares insight on how Credit Unions can leverage Conversational AI to automate routine processes. The session will cover common pain points AI can solve, and the opportunities credit unions can leverage from member analytics and insights.

Premiere Exhibitor Demo – PSCU – 2:45 pm

Networking Break – 3:00 pm
Grab a beverage and snack while visiting with our exhibitors.

Round Table Discussions – 3:30
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.

Enjoy Vegas on your own –  5:00 pm
See you tomorrow!