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Michigan Credit Union League

Crisis Time in a Call Center, Plus, Staffing the Call Center with Skill

Limited seating is still available for the first-ever MCUL & Affiliates Call Center Conference, Oct. 29–30 in Lansing. Those interested in attending are encouraged to secure their space soon.

The conference will bring national-level experts to Michigan for a day of training on Oct. 30, plus provide a behind-the-scenes tour of the call center at MSUFCU the evening of Oct. 29 including dinner and networking. A tour of the call center at LAFCU is also an option for attendees on Oct. 30.

The event features breakout sessions including "Crisis Time in a Call Center," which addresses how active listening is imperative to diffusing volatile situations and alerting others to the caller at hand. It will engage attendees interactively to work through possible scenarios.

"Staffing the Call Center with Skill" is ideal for managers who are continuously striving for service excellence. The discussion will include the recruitment and hiring process for call center employees, starting with the basics of advertising, determining exactly what kind of employee is needed, understanding essentials of the interview process and ending with the continuous improvement process of rewards, recognition and discipline.

Registration is $399 per person. The event takes place at the Henry Center at MSU in Lansing, and hotel rooms are being held at the Candlewood Suites, connected to the venue.

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2018-09-20 00:00:00