Page 26 - Michigan Credit Union League: 2018 Contact Q3

THE FIRSTS ARE SPECIAL:
CALL CENTER CONFERENCE TO MAKE AN IMPACT
By Jennifer Ganem
Think of a first love, first big trip or first new job. These University campus to engage with speakers, peers and
are first-time moments in life that stand out as memo-
rable because they are exciting, meaningful and leave
an imprint on who we are.
This fall, the Michigan Credit Union League (MCUL) &
Affiliates will be launching an important first — the
new Credit Union Call Center Conference — and it too
promises to be an exciting, meaningful event.
Taking place in East Lansing the evening of Oct. 29 and
day of Oct. 30, the event is tailored for both manag-
ers and frontline staff who work in the heart of credit
unions: the call center.
Don Arkell, a consultant with CU Lending Advice, Kerri Attendees may customize
J. Smith, an award-winning credit union marketing and
their experience by choosingbusiness development manager, and Janie Warner,
a credit union executive management and human between any combination
resources professional, will facilitate the training.
Arkell will lead the general session, “Best Practices
from Credit Union Call Centers Across the Country,”
which will take a deep dive into case studies, including
examples from innovative and successful credit unions
that have proven that remote delivery can revolutionize
the member experience.
Attendees may customize their experience by choosing
between any combination of breakout sessions offered
at the conference. Among the offered presentation
subjects are staffing, protocol, management and more.
The conference includes an optional pre-event oppor-
tunity from 6-9 p.m. on Oct. 29 with dinner, networking
and a tour of the call center at Michigan State University
Federal Credit Union (MSUFCU). Arkell, Smith and
Warner will be on hand to begin meeting participants
that evening.
The next day, attendees will gather at the James B.
Henry Center for Executive Development (more com-
monly known as the Henry Center) on the Michigan State
26 THIRD QUARTER 2018 I CONTACT
presentations. As a breakout session choice on Oct.
30, participants may also opt for an afternoon tour of
the call center at LAFCU.
Michigan credit unions were surveyed earlier this year
about their needs and interests in staff development
for their call center employees and the feedback has
been incorporated directly into the conference agenda.
As technologies and communication channels expand,
the opportunities and challenges for supporting remote
delivery of member services continue to increase,
heightening demand for such a conference.
of breakout sessions.
The Credit Union Call Center Conference is not only a
first for credit unions here in Michigan, but it is also
a first for the League to partner with two area credit
unions to open their doors in collaboration with an MCUL
conference. The behind-the-scene tours at MSUFCU
and LAFCU will effectively be extending training from
the classroom, allowing attendees to see actual call
center operations in practice.
Registration for the highly anticipated event is $399 per
person. Hotel accommodations are being held on a first-
come, first-served basis until Sept. 29 at the Candlewood
Suites, which is attached to the Henry Center.
By all indications, the MCUL & Affiliates 2018 Credit
Union Call Center Conference is going to leave its mark
as a valuable first for Michigan credit union profes-
sionals — and an opportunity that is not to be missed.
To learn more and register your call center team, visit
MCUL.org