Inaugural Call Center Conference Draws More Than 100 Credit Union Experts

On Oct. 29 and 30, MCUL & Affiliates welcomed 123 attendees to its first-ever Call Center Conference. The conference, held in East Lansing at the Henry Center, gave call center managers and front-line staff the chance to network with peers and gain insights on how to improve member experience.

The conference also included tours of the call center at Michigan State University Federal Credit Union (MSUFCU) on Oct. 29 and LAFCU on Oct. 30. Both tours gave attendees the opportunity to see what others are doing to deliver top-notch call center experiences and provide a positive environment for employees.

“The tours of MSUFCU and LAFCU were awesome,” said Robin Wybenga, CFO of TBA Credit Union. “Both credit unions are so accommodating, professional and willing to share their experience that we can all learn from. It was fun.”

Those who participated in the tours, such as Wybenga, praised the welcoming, innovative environments and staff at both MSUFCU and LAFCU.

In addition to site tours, attendees enjoyed ample time to network with other call center employees, remarking on the importance of learning from peers to bring new insights and innovation back to their own credit unions. Many commented on the importance of learning from each other, as goals are often similar but approaches can be quite diverse. “The contact center is the face of the credit union,” said one attendee, while others identified the call center as the “future of the credit union environment.”

Next year’s conference will feature longer sessions and repeats of sessions suggested on attendee evaluations. If your credit union is interested in offering a tour of its call center for next year’s event, email Monica Strucinski.

Conference attendees and their call center peers are encouraged to join MCUL’s call center group listserv, which provides a resource for continued networking.