Monday October 24, 2022

Enjoy a continental breakfast, meet new people and build community.

In this interactive keynote, Linda helps employees and leaders at all levels understand that elevating your culture of kindness improves communication, boosts teamwork, promotes interpersonal interaction and customer service. Kindness in the workplace enhances employee morale, increases retention, and creates loyalty from customers and clients. Linda will illustrate how kindness in action makes a difference using examples of how kindness can impact individuals, communities, and businesses. She will share her three greatest lessons from her own personal story and how she became a “kindness catalyst”: the size of the action doesn’t matter, there is often an unexpected ripple effect, and giving and receiving are often experienced differently. She will invite attendees to add to the conversation around why kindness can be so crucial in a business setting and what value our individual actions can have
on the bottom line of our organizations.

Network with industry resource experts specific to your call center needs while refreshing your morning caffeine beverage.

Michelle Perez, Director, Product Management, and Candice Duncan, Manager, Client Services, from the Co-op Contact Center will focus on lending as a contact center service. Topics covered will include Credit Union return on investment, portfolio expansion, best practices, and impact on member experience.   

Contact centers at the top of their game know that emerging technologies like Visual IVR are key to improving the customer experience. This secure, smart technology lets web or mobile customers schedule a call-back with an agent at a time of their choice. Customizable and simple to install, Visual IVR is an industry favorite for empowering customers with smart self-service tools while enhancing—not replacing—human interaction. Visual IVR dramatically improves contact center KPIs and protects customers with multiple layers of security.

Ignite conversation with new found friends. Compare notes from the first three sessions. Table topics will be provided as “starter” ideas.

The battle against fraud is never-ending. Fraudsters are becoming increasingly sophisticated, finding new ways to attack, and utilizing multiple channels to execute fraud schemes, including targeting vulnerabilities in the contact center. While fraudsters continue to leverage agents as an inside tool to access account info, IVR has now become a critical piece in the account takeover process, making strong fraud management more important than ever. Join Jack Lynch, PSCU’s Chief Risk Officer and President of TriVerity, as he shares an overview of the current fraud landscape and how to establish successful fraud mitigation strategies within the contact center. Learn the value of maintaining the balance between risk tolerance and member experience, as well as discover the importance of leveraging technology – and why it takes an innovative approach that involves people and processes to effectively combat fraud.

Presented by Dr. Milind Borkar, Illuma’s Founder & CEO
An exploration of the challenge with meeting expectations for streamlined, welcoming credit union contact center interactions, the current threat landscape for fraud/account takeovers, and how to balance risk mitigation with member experience.

Presented by Karan Kashyap, Cofounder & CEO and Kathy Sianis, Head of Client Strategy, Posh
Kathy Sianis, Head of Client Strategy at Posh Technologies, a CUSO for conversational AI, will be sharing best practices from credit unions who have adopted conversational AI — covering components like content design, channel deployment strategy, approaches to member communications, and branding & persona creation. Additionally, Kathy will cover how credit unions approach ongoing enhancements to the AI solution after go-live, including resourcing and technology road mapping.

Presented by Tom Farquhar, TeleVoice
Join in a discussion on understanding factors that drive service level, wait times and abandon rates across all channels.  We will then review strategies on how to improve efficiencies and the member experience

Grab a beverage and snack while visiting with our exhibitors.

Karan Kashyap, CEO, and co-founder of Posh Technologies, a CUSO for conversational AI, will provide an introduction to digital and voice-based conversational AI and how this technology can help augment member services at credit unions. Karan will provide an overview of how conversational AI works, case studies from credit unions and other financial institutions adopting AI to enhance the member experience, and key considerations in getting started with conversational AI.

It’s time to share best practices happening in your call center with your peers! Our roundtables topics will be pulled from the community conversations, and participants will share best practices with their peers to provide opportunities for mutual support through shared knowledge and resources.

See you tomorrow!