Arkell on Metrics, Staffing and Remote Delivery Trends at Contact Center Conference

Highly-respected industry Consultant Don Arkell from CU Lending Advice will be a featured speaker at the upcoming MCUL & Affiliates Contact Center Conference.

Arkell will be delivering sessions on "It's All About the Numbers: Contact Center Metrics," "Staffing a Contact Center for the 21st Century" and "Trends in Remote Delivery: The Future of Contact Centers and Delivery."

The sessions will explore contact centers as being the “face” of a credit union, how to be sure the right employees are in the seats that interact with most of the members, and understanding the numbers and metrics to be measured to achieve a world-class contact center now and in the future.

The event also features Tim McIntyre, executive vice president of communication from Domino's Pizza delivering a session on "Innovation and Leadership: Using Technology to Build Relationships."

Consumers CU will be the site for a networking event the first evening of the conference, including dinner and a behind-the-scenes tour of the member service center. The event takes place Oct. 29-30 at the Delta Hotel and Conference Center in Kalamazoo. A vendor showcase is included on the agenda for Oct. 29.