Top Call Center Priorities and Challenges are on Conference Agenda
A national benchmarking survey of credit union call centers found that more than 80 percent provide staff training on an ad hoc basis, with only 13 percent having a formal training program requiring set hours per agent. The same survey found more than 35 percent of these credit unions state that improving the quality and quantity of training is a top priority, as well as improving performance management and coaching.
The new MCUL & Affiliates Call Center Conference has been designed to address these goals and help Michigan credit unions create the best member experience through their call centers. The agenda will focus on top challenges such as workload and performance, while addressing top priorities related to training, coaching and the hiring process.
Held in Lansing, the conference pre-event takes place the evening of Oct. 29 with dinner, networking and a behind-the-scenes tour of the call center at MSU Federal Credit Union. Attendees then gather on Oct. 30 at The Henry Center at Michigan State University for a day of frontline and management track sessions, concluding with an optional tour of the call center at LAFCU.
The event provides quality time to interact with peers and to enjoy discussion groups and roundtables. Registration is $399 per person, and hotel rooms are being held at a negotiated rate until Sept. 29 at the Candlewood Suites, which is connected to The Henry Center.Go to main navigation