Opening Keynote Speaker- Monday, October 19
“Improvement, Innovation & Ingenuity”- Jump-Starting Spectacular Performance, Presented by Joanne L. Smikle
This high-energy session focuses on using the three “I’s” to catapult your call center into high performance. Leaders will, through a variety of activities, understand the differences between Improvement, Innovation and Ingenuity.  They will learn the role that each plays in positioning the call center for long-term success. This session introduces the Obstacles to Innovation. More importantly, participants will learn how to get beyond those obstacles. They will generate ideas for sustaining a creative spirit in the workplace. This is the presentation for any and every leader looking for ways to reduce stagnation and complacency.

General Session- Monday, October 19
“Increasing Your Member Service Power to New Levels of Excellence”
Presented by Dr. Jerry Teplitz
This presentation is aimed at enabling your people to immediately establish a successful and ongoing rapport with both current and new members. It shows participants how to examine their own behavior style as well as understand the behavior style of the member.  Through this program the participant will obtain tools to create the ability to have long term success with every member.
This presentation goes beyond just positive-negative thinking. It gives participants an understanding of how their personal behavior style operates and how they can turn every day into a positive member service experience.

Executive Track
Session 1: 12:30 p.m. – 1:45 p.m.
“Successful Employee Incentive Programs”, Presented by Brett Christensen
Nearly all of the top-performing lending credit unions in the country utilize pay for performance and incentive programs to motivate their staff. The challenge comes in designing incentive programs that are both effective and fair. In this session, the following topics will be covered:

• Incentives for all employees in all departments or not?
• Group vs. individual incentive programs.
• Should base pay be affected by an incentive program?
• Suggested incentive structure for senior management, middle management, front-line staff and call center staff.

Session 2: 2:00 p.m. – 3:15 p.m.
“Congratulations! You Just Took Over the Contact Center…Now What?”
Presented by Jim Vitali, SWBC

• By the Numbers
• Driving the Member Experience
• Leading the Team- “The Vitali Code”
• Promoting the Value

Your role as the executive of any contact center is like nothing you’ve ever done before. If you grew up in the contact center environment, then the role of “executive” is new to you. If you were an executive in another division and are now responsible for a contact center, then get ready for a strange and wonderful ride! The executive in a contact center has unique responsibilities and duties. Learn how you drive the contact center experience of your membership and your agents, while promoting the value of your organization to other divisions and your leadership.

Session 3: 3:30 p.m. – 4:45 p.m.
“Evaluating Your Call Center’s Sales and Service Culture Effectiveness”
Presented by Denny Graham
Join Denny Graham, a well known industry expert on sales and service as you complete an evaluation of your credit union’s sales and service efforts. When you leave this session you’ll have a good idea how you stack up against top performing credit unions and have ideas of where to apply some additional efforts.

Managers Track
Session 1:  12:30 p.m. – 1:45 p.m.
“Commodity to Quality – Building “Wow” in your contact center through an effective Quality Assurance solution”
Presented by Patrick Hughes, PSCU Financial Services Inc.
A review of fundamental quality assurance practices and second-level evaluation tactics for a successful contact center and then how leverage this information to meet your member’s needs, exceed your member’s needs and then leave them with a “Wow” experience.

Session 2: 2:00 p.m. – 3:15 p.m.
“Indexed Balanced Scorecards made easy”, Presented by Denny Graham
More and more credit unions are adopting a balanced scorecard approach to evaluating their performance. Denny Graham has worked with over 60 Credit Unions to develop scorecards. He’ll give you an overview of how scorecards work and give specific ideas on scorecards for call centers.

Session 3: 3:30 p.m. – 4:45 p.m.
“Who’s Doing What? An Overview of Effective Contact Center Organizational Structures”, Presented by Darryl Flores, SWBC

• To separate or consolidate
• Leads, seniors, supervisors and/or coaches
• Workforce Management: Do I need it?
• Roles and responsibilities
• What to hire for

There’s a broad spectrum of organizational structures in the contact center industry. Throw in the dynamics of a credit union and it’s easy to lose sight of the functions needed to ensure a finely tuned operation. Join Darryl Flores as he evaluates the various structures, roles and responsibilities required to operate a well-organized contact center positioned to deliver an astonishing member experience.

Lending Track
Session 1: 12:30 p.n. – 1:45 p.m.
“Lending in your Call Center- Ensuring a Complete Member Experience”
Presented by John Knoll and Robert Israelite, CUNA Mutual Group
What is the best way to strategically manage and ultimately ensure your lending call center is effective?   What are best practices that will ensure that the first time a member applies for a loan at your call center, that it is not the last time?  How can the agent create an experience that will keep the members coming back for more?  Jon and Robert will discuss lending in your call center as a distribution channel that can effectively take applications, promote additional products and services, and close loans.  They will dissect best practices, eliminate obstacles, and streamline the lending process.  These obstacles are not only impacting your call center agents, but may ultimately cause the member an experience that may take them elsewhere for their next loan. 

Session 2: 2:00 p.m. – 3:15 p.m.
“Two Birds & One Loan Application: Making the Most of the Time you Have With Your Member”, Presented by Jen Franta, PSCU Financial Services
A review of multi-channel lending opportunities through intelligent data digs, timely risk evaluations, workflow management tactics and a “Yes I Can” cultural attitude through your contact center, lending team and throughout your credit union.

Session 3: 3:30 p.m. – 4:45 p.m.
“How to Compete in Today’s Lending Environment”
Presented by Brett Christensen 
Is the rising rate environment, hyper-competition and never-ending loan losses giving you the lending blues? Count on the fact that making loans at credit unions will become more challenging with every year that passes. This thought provoking session will give you specific strategies to compete in this difficult lending environment. Topics to be covered shall include:

• What you must do to grow and prosper your credit union.
• Are you ready to break out of the lending “boxes” that bind you?
• Nine internal factors that will determine your lending success of lack of success.
• Why you need to move from risk-based pricing to risk-based lending.
• Sales culture development.
• A validation of your underwriting guidelines.

Opening Keynote Speaker- Tuesday, October 20
“Moving Ideas to Action”, Presented by Patrick Adams
The difference between ordinary and extraordinary is “extra”. And once you reach that pinnacle of success, staying on top can be even more challenging. What’s it take to be great and stay great? Having a great plan is only half of the equation.  You need execution as well. Too many times, something breaks down. This fast-paced program will both entertain and inform as to how to insure that great plans make it to the execution stage. As Larry The Cable Guys says, “Git-r-done”.

Roundtable Discussions: 10:30 a.m. – 11:45 a.m.; 12:30 p.m. – 1:45 p.m.
“Industry Hot Topics”
These interactive roundtable discussions highlight best practices and hot topics. This year two separate roundtable discussions totaling 2 ½ hours have been added! Join your peers in these informative discussions.

Closing Keynote Speaker
“Reaching Beyond Excellence”, Presented by Jim Mathis
What are the three essential qualities people who "Reach Beyond" have in common? What virtues do they possess that you can adopt to help you go above average to accomplish great things? The answer: People who “Reach Beyond” Reinvent themselves when times change; Breakthrough barriers and obstacles; and Externalize their efforts to serve members better. How can you instill these qualities in your call center? How can they take your credit union to a new level right away? Jim shares the inspirational answers to these questions. You will leave with a renewed vision from Jim’s personal career and notable business leaders who didn’t just settle for second best.
YOU WILL LEARN: The R.B.E. tools to excel in business and compete in your market.