Detailed Program Information

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

Welcome and Premiere Exhibitor Demo by Glia – 8:30 am

Opening Keynote – 9:00 am
Recruitment and Retention Strategies for your Call Center
Janie Warner, Professional Speaker

It’s a new world these days – not just for credit union call centers but for every employer. The pandemic of 2020 lingers into 2021 and the landscape of talent willing to work a traditional job has shrunk to record low numbers. What is an employer to do? This session will discuss the current climate and labor pool, using statistical and socio-economic data as well as outline a number of strategies credit unions can implement now to make a difference well into the future.

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
Digital Customer Service: Transforming Customer Experience For an On-Screen World
Rick DeLisi (Lead Research Analyst, Glia and co-author “The Effortless Experience”) will share insights from his brand new book—including:

  • How customer expectations and behaviors have changed since the start of the pandemic
  • Why companies need to evolve the way they serve customers, to keep pace with the evolution their customers are already experiencing
  • Why adding “digital features” to Service is no longer sufficient to respond to these changes
  • What exactly is Digital Customer Service (DCS) and how is it different?
  • How transforming to a Digital Customer Service (DCS) model is a win-win-win-win–better for customers, companies, frontline agents and Service/CX leaders

Breakout Sessions – 11:15 am
Join our subject matter experts as they zone in on some specific topics designed to speak your language.

  • Supporting Call Center Agents with Technology Solutions in our New Remote/Hybrid World
    Jon Murry, Senior Account Executive, Upland Panvia
    Improve your member’s digital experience while reducing costs and compliance issues, no matter where your agents are working. This session will demonstrate how today’s technologies solve many issues including contact center agent retention, constant change, onboarding and improving efficiencies.
  • Member Authentication in the Contact Center – Improve Member Experience and Security without Compromise
    Dr. Milind Borkar, Founder and CEO, Illuma Labs
    An exploration of the challenge with meeting expectations for streamlined, welcoming credit union contact center interactions, the current threat landscape for fraud, and how to balance risk mitigation with member experience.

Networking Lunch – Noon
Ignite conversation with new found friends. Compare notes from the first three sessions

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

  • The Importance of being AlwaysLive in Today’s Financial Services Environment
    Matt Davies, Regional Vice President, LSI
    Providing credit union members with person to person AlwaysLive financial services has never been more important for credit unions to compete and succeed!
  • Win-Win for You and the Consumer: Financial Coaching Automation with a Virtual Coach
    Evan Siegel, VP Financial Services AI, eGain

Networking Break – 1:45  pm
Network with industry resource experts specific to your call center needs.

General Session – 2:00 pm
Randy Kahlich, Managing VP, Contact Center Operations Support PSCU

How the Modern Contact Center is Becoming a Customer Experience Center
In this age of digital acceleration, the modern Contact Center is evolving into a Customer Experience Center, focused on multi-experiences. Delivering on this evolution, organizations have accelerated their digital transformation efforts. Today, many credit unions are in various stages of their journey toward achieving that picture-perfect omni-channel experience for their members. What is your credit union’s path to digital transformation in your Contact Center?

General Session – 2:45 pm
Leading Productivity in your Contact Center
Dennis McIntee, Change and Effectiveness Consultant, Corporate Culture Trainer and Executive Coach

Stop wasting time, start making better decisions, and boost ownership and accountability. You can get control of your time and your team, even if it seems like you have too much to do and not enough time. In this interactive workshop and keynote, Dennis teaches the mindsets you need to take the drama out of your productivity. It is possible to do more in less time with less stress.
• Discover the four components for productive meetings
• Explore the ten trust building skills you need to increase buy-in with team members
• Develop two techniques that will remove the emotional drama that kills motivation
• Understand the two components of every successful meeting
• Discover the 3-D questions that make every meeting more productive and efficient
• Learn the three-part feedback exercise that builds trust and empowers everyone

Round Table Discussions – 3:45 pm
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 Reception – 5:30 pm
Cheers to another day of great information!  Join us at On the Record.  Remember flipping through your vinyl records? You will enter through the store front and discover a new style speak easy where tasty cocktails are themed around classic album covers.  Inside features both indoor and outdoor spaces.

Discover more of Las Vegas on your own – 7:00 pm

See you tomorrow!

A Special Thank You to Our Sponsors