Detailed Program Information

Networking Breakfast – 8:00 am
Challenge yourself to sit with people you don’t know.  What better way to meet new friends than sharing a full family style 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 1:00 pm and 2:30 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.

Supporting New and Existing Members during Change Events
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 spike in call volume?  Ron will share 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 – 11:30 am – 1:00 pm
Keep the community conversations going by sharing lunch served family style.

Breakout Sessions – 1:00 pm (repeat at 2:30 pm)
Choices! Choices! Choices! The same breakouts repeat.

Networking Break with Exhibitors – 2:00 pm
Meet and network with industry resource experts specific to your call center needs.

Breakout Sessions – 2:30 pm
Don’t miss out! The same breakouts repeat.

Round Table and CEO Forum Discussions – 3:45 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 and enjoy dinner, superpower contests and dancing outside by the pool.