Detailed Program Information

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

Opening Keynote – 9:00 am
Turning Financial Literacy into Loans In Your Call Center, Celest Cook 
Explore a holistic approach to turn financial literacy into loans in your Call Center. In today’s uncertain economic landscape especially Post COVID-19, successful credit unions must find ways to become more relationship-focused and solution-focused to help members and, at the same time, bring more loan opportunities to the credit union.

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
Fundamentals of Contact Center Workforce Planning, Ashley Kalcic and James (Jim) Quiggins 
Personnel costs associated with having the “right number” of customer service staff available at the “right time” is usually the single highest contact center operating expense. Understanding the basic concepts and principles of effective staff planning is the essential starting point for creating the experience you want for your members. This brief educational session will provide an overview of contact center staffing challenges. It is designed for those less experienced in contact center planning. It may assist credit unions that are already operating small centers and considering whether they are large enough to invest in wfm software. The session will provide an understanding of how to efficiently plan and schedule contact center staff.

Panel Discussion – 11:15 am
Unscripted LIVE!, Juan Fernandez, Host
Join Ryan Donovan, Monica Blez, Charlotte Nemec and others as , Juan Fernandez hosts an onsite episode of Unscripted Live: Best practices are stories wanting to be told.
Take a moment to remember what we’ve been through in the last year, and what you’ve put into place in the last 18 months. You’ve learned, and so have hundreds of other credit union professionals. People helping people also means helping credit unions recognize the tools other credit unions have in place – so let’s talk about some of those best practices. Your credit union has a call center, and some credit unions had remote workers long before it was cool. Those remote workers have learned best practices to share. Your credit union has found strength in diversity, there’s a best practice to share. Some credit unions are taking the deep dive into banking cannabis funds, something that would have been unthinkable just a few years ago, and there’s a best practice to share. Best practices are what credit unions use to support our communities, collaboration, and the cooperative principles we all live by. As the world is changing around us, now is the time to join credit union leaders for some discussions about these best practices.

Closing Remarks – 12:15 am
What an amazing Stronger Together Tour.  You totally rocked it!  See you next year!

A Special Thank to Today's Sponsors