8:00 a.m.     Registration 

8:00 a.m.     Networking Breakfast

 9:00 a.m.    Opening Keynote

“How to Lead Change in a Changing World”, presented by Larry Johnson
In today's competitive world, organizations face the need to do more with less, innovate constantly, try new strategies to capture markets, and continually improve process and product. Mergers, acquisitions, re-engineering, re-strategizing, re-focusing, and right-sizing have become required.
The reality is that you must continually regenerate or you will degenerate. This means that everyone in your organization, including the call center, must embrace change.

10:00 a.m.   Networking Refreshment Break

10:30 a.m.   General Sessions

Executive General Session
Strategic Planning for the Call Center Executive: Training the Critical Ingredient, presented by Tracy Blakely, Digital Dialogue
Strategic planning is essential to the long-term success of credit union call centers. Today’s call centers demand greater investment than it used to increasing the need for well-trained agents and critical thinking leaders. Do you have the right resources to develop a program that will give you the results you want today and the foundation you need for tomorrow? Are your plans anticipating market trends to meet the demands of your members? This session is designed to combine proven-by-practice training strategic planning methods with new insights and ideas for turning your call center into a ‘Total Member care’ profit center. By attending this session you will:

• Learn how training can positively impact your call center’s bottom line

• Be challenged to determine effectiveness of your current training

• Understand the importance of technology convergence and training within your call center.

• Discover the cost-effective advantages of outsourcing your call center

• Be inspired to review any plans previously made to determine what has changed since you last prepared them

• Be guided to develop new strategies specifically as it relates to training to support your plan

• Determine the best approach to effectively implement your strategic planning objectives for training

Manager General Session
“Managing Virtual Employees – Live Chat Agents and Telecommuters”, presented by Ann Gray, Call Center Consultant, PowerHouse Consulting In collaboration with Trina Hoeling, author Virtual Work
Out of sight but certainly not out of mind! Today’s virtual world affords opportunities and challenges associated with employees who work off sight from the main location.  Delivering a consistent, high quality Member experience across all touch points requires strategic planning and smooth operational execution. Success depends on appropriate technology, solid processes, and getting the right people in both agent and management positions.  You will learn the business drivers that make the business case for remote agents.  You will receive a framework for managing the program along with tips, tools, and resources.

11:45 a.m.    Networking Luncheon

 1:00 p.m.     Concurrent Sessions

Executive Concurrent Sessions
Turning your Service Call Center into a Profit Center – Linda Cardenas and Jim Vitali, SWBC
Until quite recently, executive management’s view of their call center has remained consistent: “it doesn’t make any money!” however, our customers/members have to call somebody.  New technologies, better reporting and processes have enabled calls to yield dollars.  World class contact centers are changing the way executive management thinks.  Join recognized Call Center Executives Linda Cardenas and Jim Vitali, as they demonstrate how using four basic concepts your call center can begin to yield profits and success.

Lending in Your Call Center – How it can make a difference in a sub prime economy, speaker to be Determined, CUNA Mutual Group
 

Concurrent Managers Sessions
“Walking the Talk: Cultivating Employee Engagement”, presented by Ann Gray
In this session, participants will learn what it takes to create an environment that brings out the best in employees. An engaged employee is motivated, challenged and committed to the organization, the call center and to their members. Employee engagement results in a richer member experience with each contact, which in turn cultivates loyalty and retention. In this session, participants will:

• Learn the relationship between engaged employees and high performing organizations

• Learn how to translate vision and mission into action

• Gain an understanding of motivation at a level deeper than providing food treats

• Understand the ROI of employee engagement

• Learn a framework for accessing the level of employee engagement in their environment

• Learn the key components to building an engaged workforce

“The Biggest Turkeys Hide Behind the Best Resumes: Interviewing skills that will get you the best employees every time!”, presented by Larry Johnson
  Question: Have you made hiring decisions you later regretted?
  Question: Have you invested in a new-hire, only to have him or her leave within a year?
  Question: Do you wish you had a crystal ball or magic eight ball that would tell you who’s best to hire? 
In this dynamic, fast-paced session, well known author/speaker Larry Johnson will show you how to:

• Innovative recruitment strategies that will get great people wanting to work for you

• Clarifying what you want and what you don't want in the people you hire

• Interviewing skills that capture the eagles and weed out the turkeys

• Orienting new employees so they start out on the right foot

2:00 p.m.   Networking Refreshment Break

2:30 p.m.   Concurrent Sessions Repeat

4:00 p.m.    Vendor Demo and Dinner Event
         This year our vendors are bringing live demonstrations about their feature products and services.
         Enjoy a fabulous dinner while they share how their products and/or services could benefit your call
         center.

Tuesday, October 21st (main conference continued)

8:00 a.m.    Networking Breakfast

9:00 a.m.    Opening Keynote
“Shifting from Disaster Recovery to Business Continuity”, Kirk Drake, CEO of Ongoing Operations, a Digital Dialogue subsidiary
This session is a statistical and historical view at industry trends over the past 30 years which reveals why the shift from disaster recovery to business continuity has taken place and how, as credit unions, our financial models and risk models have changed.

10:00 a.m.   Refreshment Break

10:30 a.m.   Roundtable Topics
Based on your feedback we are breaking the Roundtables down by asset size to bring some commonality to your discussion.  Spend time with your call center peers and discuss industry hot topics.

12:00 to      Closing Keynote Luncheon
“Coloring Outside the Lines” presented by Jeffrey Tobe
This high-energy, fast paced, humorous creativity session has received outstanding reviews from diverse audiences around the world. Jeffrey Tobe challenges you to step outside of your comfort zone in positioning your service, your product or yourself more creatively than ever before. This session will provide the insight you require to give yourself the ‘competitive edge’ for which we strive in this crazy marketplace.