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Michigan Credit Union League

Call Center Staff Morale and More Featured at Contact Center Conference

"Networking with other managers to see what they do on a day-to-day basis was my top takeaway," wrote an attendee at last year's first-ever MCUL & Affiliates Contact (Call) Center Conference, "The call center is the future of the credit union environment," shared another. Now the conference returns with an even more refined focus and all of the "wants" shared from those who came to the sold out event in 2018 — including an agenda that has been expanded to two days.

"Call Center Morale Boosting: The Miraculous Power of Meaningful Work," is an important session being delivered this year and a topic that last year's attendees identified as a challenge, particularly considering the difficulty in finding qualified candidates in a tightening market. The presentation will focus on how leaders can create a work environment where call center employees are consistently engaged, creative and joyful in their work.

Don Arkell was a popular presenter at last year's event and will return again for more in-depth conversations 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 Contact Center Conference is Oct. 29-30 at the Delta Hotel and Conference Center by Marriott in Kalamazoo. The event features a networking event, dinner and tour of the Member Service Center at Consumers Credit Union. Rooms are being held at a negotiated rate until Oct. 14 for those seeking accommodations.

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2019-09-26 00:00:00