Sunday – October 15, 2017 

Early Registration
4:30 – 6:30 pm


Monday – October 16 

Registration and Networking Breakfast: Sponsored by CO-OP Financial Services
8-8:45 am 

Opening Keynote
8:45 – 9:45 am
The Courage to Take Command:  Secrets to High Performance Leadership 

Colonel Jill Morgenthaler 

You are in for a high-octane presentation!  Some people roar ahead in their careers while others stagnate.  Some advance their careers and some unknowingly sabotage their careers.   The difference between the two is having the tools to lead and succeed.  Colonel Jill, an internationally recognized speaker, is an energized and entertaining speaker who will share secrets to leading.  Starting with her stare down with Saddam Hussein, she will take you on a journey of learning, laughing and leaving with “Ah Ha! I can do that.”

Audiences will learn:
Universal and Essential Leadership strategies
The H.O.O.A.H. method – five skills to lead during change
Visual and mental techniques to be seen as a leader 

Demo brought to you by CO-OP Financial Services
9:45-10:00 am

Networking Break with Exhibitors
10-10:30 am

General Session
10:30-11:30 am
The Changing Role of the Call Center in a Digital World

Mike Baker

Day by day, members are increasing their usage of self service technology and are doing so with a variety of devices and for functional purposes which may be new to your Call Center agents. We will examine how member expectations for support of these channels is evolving along with the technologies themselves. 

Demo brought to you by fonolo

Networking Lunch - Sponsored by fonolo
11:45 – 1:00pm 

General Session
1:00-2:00 pm
Zap the Gap – From Bookers to Linksters, how to work with multiple generations

Meagan Johnson   

   A Message from Meagan

Our generations and the gaps that separate them are in constant flux, what worked last year probably won’t work today. Anybody still using their VCR? What seemed like a perfect solution yesterday is the source of tomorrow’s problem. You really need to get all those home movies put on disc! … Wait! I mean Digital Storage. Oh No! I mean The Cloud!

The potential for collision, conflict and confusion between the generations has never been greater and the chasm is growing wider every day we ignore the problem. Unwilling to accept standard, by-the-book generalizations, Meagan tackles the generational challenges, myths and misunderstandings head on. Meagan demonstrates to audiences, through her own experience, in depth research and program customization, that all generations have differences and strengths that go beyond mere age and appearance. 

Networking Break with Exhibitors
2-2:30 pm 

General Session
Identifying & Increasing Your Call Center’s Value

Frank Kovach and Rini Fredette

Service is a key differentiator in today’s competitive financial marketplace. Gain insight into how the service component of your call center impacts your credit union’s overall financial performance, and how you can realize an increase to the bottom line by making simple changes to member interactions.


Demo brought to you by PSCU

Round Table Discussions

  • The CU Call Center Role in Crisis Situations:  Join Michael Barrio and your peers for a discussion of the reality of data breach, the 24/7 news cycle, the spread & impact of social media, reputational risk, & the crucial role that call centers play in the event of a crisis. The session provides an opportunity for CU professionals to share, discuss, & address specific concerns and solutions – by CU’s, for CU’s. Join us for this unique opportunity to share and learn from peers & industry experts!


Reception: Sponsored by PSCU
5:30-6:30 pm 


Tuesday, October 17 

Networking Breakfast: Sponsored by KIVA Group, Inc.
8-8:45 am 

General Session 
8:45-9:45 am
Rapid Operational Improvement - a Failsafe Methodology

Sean Tyler and Steve Campbell, Marathon Partners Consulting
brought to you by CO-OP Financial Services

Sean Tyler and Steve Campbell will show you Marathon Partner's fail-safe methodology for achieving rapid operational improvement in the contact center or back office. And what it takes to sustain those improvements year over year! Highlights of their approach include: the two-week analysis, a roadmap for change, urgent yet sensible change management, agile process improvement and the system for managing (SFM). Core to sustainable change is the premise that the SFM is not intended to occur once in a while. It is a philosophy, a way of communicating and is designed to be a commitment to coaching and continuous improvement (3Cs).

Demo brought to you by KIVA Group, Inc.
9:45-10:00 am 

Networking Break with Exhibitors
10-10:30 am 

General Session
10:30-11:30 am 

Transforming Retail Delivery: Lessons Learned From the Most Successful Credit Union Call Centers in the Country

Don Arkell

The marketplace for financial services is becoming increasingly crowded.  New entrants to the market are competing for your members’ business daily.  Traditional delivery systems of the past are quickly becoming antiquated.  In this session Don Arkell will present case studies and examples of best practices from innovative and successful credit unions around the country.  Learn how leading with remote delivery has revolutionized the member experience.  In this one hour session Don will cover: 
- Member Expectations in 2018 and Beyond
- The Threat of Disruptive Lenders
- What Must Happen on Every Call
- Simple Steps You Can Take Today to Increase Productivity and Reduce Cost
- Definition of Service

Demo brought to you by Upstream Works Software, Ltd.
11:30-11:45 am 

Networking Lunch: Sponsored by Upstream Works Software, Ltd.
11:45-1:00 pm 

Breakout Sessions
1:00-2:00 pm

Rory Rowland: Listen So Others Will Speak, Speak So Others Will Listen
This program takes the power of communication further. Listening is the most important tool in the communication skill box. The more we listen the more we are heard. This is a powerful program that will change how you view the power of listening. 

Janie Warner: Why Hiring Call Center Employees is Different
You have a position opening. You advertise. You interview. You hire. Done. Move on. But, wait! You are hiring for a call center position. Many of the “rules” of hiring do not apply here! This session will discuss 5 distinct differences in hiring for a “Center of Excellence”. From how you advertise, to the specifics of how you interview, the process is and should be different from most any other job. Participants will learn how to target the people they REALLY want working for them – and why the tried and true methods of the past get thrown out when it comes to call centers. 

Kerri Smith: Genius Begins in the Sandbox
“Creativity involves breaking out of established patterns in order to look at things in a different way” – Edward de Bono

In this session, the audience will explore how to break out of their “norm” to create success and finding unique ways to “lead” their organization or career to the next level. Great leaders from Steve Jobs to Walt Disney to Henry Ford believed that innovation and creativity happened when we change routines and action.

Al Rosenbaum: The Number One Killer of Productivity and Revenue — and how to fix it
Learn how your policy and procedure manuals are setting your contact center back. We will look at real industry case studies — from other conference attendees — and discuss this pervasive industry problem. Plus, we'll offer solutions for how to fix it and turn your productivity and revenue killer into a productivity and revenue driver. Session take-a-ways include: 

  • Why your current policies, procedures, and product information are ruining employee effectiveness and, in turn, the member experience
  • How to re-invent your policies, procedures and product information so that you can free up as much as 60% of your managers, training and subject matter experts time
  • How to decrease employee turnover and improve your bottom line

Networking Break with Exhibitors
2:00-2:30 pm 

Breakout Sessions Repeat
2:30-3:30 pm 

Transition Break
3:30-3:45 pm 

Roundtable Discussion
3:45 – 4:45 pm
Discuss with your peers best practices, current trends and hot topics 

Mardi Gras in the Sky (Tuesday Evening Event)
6:30 – 9:30 pm

Join us for dinner sponsored by our underwriters, ADAPT, KIVA Group, CO-OP Financial Services, PSCU and SilverCloud.  Then, special thanks to SilverCloud, enjoy a signature beverage and a ride on the High Roller to experience Mardi Gras in the sky! 


Wednesday, October 18 

Networking Breakfast: Sponsored by Adapt Telophony Services, LLC. 
8-8:30 am

Demo brought to you by SilverCloud
8:30-8:45 am 

General Session
8:45-9:45 am
Is your Company at Risk because of your Call Center?  Ensuring your Call Center is not an easy target for Social Engineering attacks

Sue Hoatson, Financial Services Practice Manager  

Since 2010, fraudsters have stolen $112 billion from consumers - that's an average of $35,000 per minute! During 2015 alone fraud hit more than 13 million Americans. But that’s not the scary part – your agents are at the top of a fraudster’s hit list because they are trained to be helpful! Are your members and your credit union’s contact center the next victims? The Adapt team will examine these alarming trends and explore anti-fraud strategies while also highlighting what technologists have done or are developing to both detect and prevent caller fraud. 

Demo brought to you by Adapt Telephony Services, LLC
9:45-10:00 am 

Networking Break
10-10:30 am

Closing Keynote
10:30-11:30 am
Learn, Plan, Execute: The Path to Member-centric Transformation 

Lori Bocklund

A strong majority of Credit Union Contact Centers put Member Experience at the top of their list. Despite the best intentions, not all are delivering on expectations – of members or CU leadership. Lori Bocklund of Strategic Contact will launch us on a journey to transformation. Find out how to turn data into insights, plan for what’s next, and pursue a path to success. 

Safe travels home…..see you in 2018