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 Sponsored by Fonolo – 11:30 am – 12:30 pm
Keep the community conversations going with your new found friends!

General Session – 12:30 pm
Ron Hasbrooke, Harland Clarke

Networking Break with Exhibitors – 1:30 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.


Today's Speakers

Dan Meers

Dan Meers

Dan Meers goes to work each day like many other men, dressed in a suit. The only difference is that instead of wearing a tie with his suit, Dan wears a tail. You see, Dan is a professional mascot. Dan began his career in 1986 at the University of Missouri – Columbia. Dressed as the school mascot, Truman Tiger, it didn’t take long for Dan to establish himself as one of the top college mascots in the nation. After finishing second in 1988, Dan was selected the nation’s #1 college mascot at the 1989 National Collegiate Mascot Championships. As graduation approached, Dan began to receive offers to use his talents at the professional level. After graduating with honors, Dan decided to trade in his tiger stripes for bird feathers and began his professional career as Fredbird, the mascot for the St. Louis Cardinals baseball team. Although many thought Dan’s “bird legs” were a perfect match for his costume in St. Louis, Dan stayed only a short time. He was offered a job in professional football and decided to exchange his bird suit to become a wolf. Today Dan is widely known as KC Wolf, the official mascot of the Kansas City Chiefs. He travels throughout the United States and the world entertaining thousands of people both in and out of costume. Dan is in high demand not only as a mascot but also as a humorous and motivational speaker to audiences of all ages. His enthusiasm, optimism and love for life are contagious and makes Dan an inspiration to all those he meets.