Detailed Program Information

Networking Breakfast Sponsored by Injixo – 8:00 am
Challenge yourself to sit with people you don’t know.  What better way to meet new friends than sharing a full breakfast together.  Don’t forget your business cards!

Opening Keynote – 9:00 am
5 Components of Extraordinary Teams
Lee Rubin, leader, communicator, and team-builder
Machines are evaluated based on the output of the entire unit, not the impressiveness of their individual parts. Extraordinary teams, like great machines, require certain components that hold their pieces together. While most organizations focus exclusively on building the skills of their individual members, elite organizations invest in the “stuff” that transforms a collection of talented individuals into extraordinary, machine-like teams. Join Lee as he shares insights, examples, and humor that will keep you engaged.  You will leave informed and energized, eager to take your respective teams to a higher level.

Learning Objectives:

  • Review the need for a COMPETITIVE attitude in order to drive team members toward constant improvement
  • Discuss how and why individuals on great teams make sacrifices in order to achieve a COMMON GOAL
  • Understand the importance of engaging in open and honest COMMUNICATION, which is the foundation for trust among coworkers
  • Learn the importance of coming together during times of adversity to develop CHEMISTRY

Discover how to develop a daily discipline that builds CONSISTENCY

Networking Break with Exhibitors – 10:00 am
Meet and network with industry resource experts specific to your call center needs.

Breakout Sessions – 10:30 am (repeat at 12:30 pm and 2:15 pm)

Who’s Answering the Phone?
Frank Kovach – Advisors Plus

Of course, the obvious answer is the call center.  However, does everyone in your organization truly understand the significance of answering each call?   Call center managers oversee a dynamic, ever-changing environment and are faced with challenges beyond solving a member’s problem.  This session will uncover strategies call center managers can use to advocate for their department, create awareness, and elevate their call center to the next level.

Readying the Contact Center for an Online Banking or M&A Conversion Event
Ron Hasbrooke, Business Development Executive, Harland Clarke Contact Center Solutions

Too often, credit unions underestimate the amount of resources required to meet the increased needs of their members during mergers and acquisitions and online banking conversions. When managed effectively, such high-volume inbound events can strengthen the credit union’s brand by increasing engagement and loyalty among members — especially new ones. If not planned for properly, hold times can increase, sowing confusion and frustration among members, putting member satisfaction at risk. Is your institution prepared to deliver a best-in-class member experience during a conversion that might double or triple call volume?  Hear firsthand knowledge and actionable insight into what comprises a successful contact center preparedness strategy.

Learn best practices for:
• Project planning that ensures readiness and minimizes impact to process flows
• Avoiding pitfalls in forecasting and staffing
• Call-routing strategies
• Training
• Communications

Contact Center Fraud Prevention and Authentication
Sue Hoatson, Regional Manager, Adapt Telephony Services, Inc.
Alfredo Rizzo

Building on last year’s Contact Center Fraud presentation, Adapt will provide a quick recap on internal practices that will help identify suspicious call patterns and recent account events and then move into a discussion of the multiple types of Fraud Prevention and Authentication solutions that have been gaining popularity in the contact center space. This will include providers that can authenticate calling devices (phones) in real time and transparently, identify fraud risk via phone company data, perform audio analysis on connected calls, and perform active and passive biometric authentication of callers. We will cap things off with a brief demo of biometric authentication in the contact center.

Networking Lunch Sponsored by UpstreamWorks – 11:30 am – 12:30 pm
Keep the community conversations going! Challenge yourself to sit at a new table.

Breakout Sessions – 12:30 pm (repeat at 2:15 pm)

Choices! Choices! Choices! The same breakouts repeat.

Networking Break with Exhibitors – 1:30 pm
Meet and network with industry resource experts specific to your call center needs.

Breakout Sessions – 2:15 pm
Don’t miss out! The same breakouts repeat.

Transition Break – 3:15 pm

Round Table and CEO Forum Discussions – 3:30 pm
Day two of  sharing best practices happening in your call center.  Choose to continue the conversation from yesterday or move to another topic.  This is your time to discuss what matters most with your peers. We traditionally divide groups by asset size but you are welcome to attend any round table.

Tuesday Evening Event – 6:30 – 9:30 pm
Calling all Super Heroes!  Dress as your favorite super hero or a super hero’s arch nemesis and enjoy dinner, superpower contests and dancing outside by the pool.

Today's Speakers

Lee Rubin

Lee Rubin

Lee Rubin is an emerging voice. His unique ability to understand and articulate winning principles with tremendous clarity and practical application makes him a highly sought after speaker and teacher. Lee is a frequent speaker and panelist at corporations, conferences and schools throughout the country.

He holds a Bachelors Degree in Speech Communications, with a minor in Business from Penn State University. Rubin received a full athletic scholarship to play football for the Nittany Lions. Lee not only emerged as a three-year starting free safety, he also became a captain of the team.

Lee was born in Honolulu, Hawaii, and raised in Central New Jersey. Lee and his lovely wife, Carmen, have been blessed with two beautiful daughters.

Frank Kovach

Frank Kovach

Frank Kovach is a leading expert in Contact Center and Operations consulting, with over 30 years of experience helping credit unions to identify cost savings, improve operational efficiencies, and implement incentive plans to enhance performance and sales.

Frank is a Director at Advisors Plus, an independent consulting unit of PSCU, where his team has worked with dozens of credit unions to create and implement strategies to improve contact center excellence and profitability.

Frank is a frequent and engaging speaker who also publishes extensively on contact centers and operations. Frank’s ability to communicate about technically complex subjects in an accessible way puts his work on the “must-see” list for operations and general managers alike.

Ron Hasbrooke

Ron Hasbrooke

Ron Hasbrooke rejoined Harland Clarke in 2017 as a Business Development Executive. He brings more than 20 years of leadership and business development experience, including expert knowledge of contact centers, where he has held second- and third-level sales, service and operations leadership roles within multiple high-volume contact centers.

A consultative professional who understands the fast-paced, high-pressure environments of contact centers, Ron has helped build, launch, manage and support major inbound, outbound, blended and multi-channel campaigns for Fortune 500 companies.

Ron worked previously at Harland Clarke from 2002-11 as an Account Executive, Regional Manager and Director, Client Development Group. He has a Bachelor of Arts from San Diego State University and a Master of Science from Syracuse University.

Ron is currently based in Nashville, Tennessee.

Sue Hoatson

Sue Hoatson

Sue Hoatson is Regional Manager for Adapt Telephony Services. She works with more than 125 credit union clients of Adapt as well as prospective clients.

Adapt provides advanced communication and contact center solutions that specifically address credit unions’ business problems. Sue has worked primarily with credit unions since early 2000.

Sue has 23 years of experience in the communication industry, starting first for PacTel Business systems then AT&T/Lucent Technologies/Avaya for six years, followed by Interactive Intelligence for more than five years and now with Adapt for over 10 years.

Sue’s passion is working with credit unions to help each one move and grow with ever-evolving technologies to meet and exceed their members’ expectations.

Alfredo Rizzo

Alfredo Rizzo

Alfredo Rizzo is Director of Engineering and Product Management for Adapt. As the largest Genesys partner globally, Adapt provides contact center solutions to all industries, fueling member/customer experiences from the traditional voice channels to new digital channels that include social media, bots and AI. Adapt and Alfredo have been laser focused on the Credit Union industry for the last 15 years, developing numerous apps specific to the CU space, such as bank-by-phone IVR’s, video banking, and one-to-one member messaging in the contact center. More recently, Alfredo’s product team has turned their attention to contact center fraud prevention, with an extensive call pattern detection system that is integrated to the top fraud prevention and biometric authentication providers.

A Special Thank You to Our Meal Sponsors