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Contact Center Roundtable

Fri, October 22, 2021 @ 11:00 am - 5:00 pm EDT


Join Xtend Contact Center for an in-person and virtual roundtable event with experts and peers!

We’ll dive into member service topics like call scoring, cross selling support, and staff training. You’ll learn how other credit unions approach their Rules of Engagement (ROE), and have opportunities to ask peers questions. We’ll also look into the future of phone support and give a sneak peek at some new tools in development here at Xtend.

Discussions depend on attendee survey responses, so let us know if there’s a topic you’d like us to include!

Topics discussed will include:

Shared Branching: what are you doing to let your members know about this great feature?

Disaster Recovery Support: what we can do to help your team in times of crisis

Wrap up codes: using your data as a resource

Security audits: keeping your members’ information secure

Building a relationship with your team: call scoring, agent side-by-sides & team huddles

Staffing: Onboarding / training / investing in your team

What’s New: new lending support, WebChat, upgrades with It’s Me 247, and enhancing client focus


Friday, 10/22/21


Hosted by: Sarah Ashby

Topic: Data Analytics

•   Wrap-up Codes

•   Phone Optics



Hosted by: Bryce Weaver

Topics: Staffing, Bold Chat, and Debit Card Ordering

•   New Bonus Program



Hosted by: Danielle O’Connor

Topic: Shared Branching – What’s New



Lunch Break



Hosted by: Nathan VanPatten

Topic: Reporting and Management

•   Call Scoring

•   Soft Skills

•   Positive Approaches to Coaching: New Hires to Seasoned Agents



Hosted By: Eltropy

Topic: SMS Messaging – What’s New

Hosted by

Jason Conrad, VP of Business Development

Nathan VanPatten, Contact Center Assistant Manager

Bryce Weaver, Contact Center Assistant Manager


Fri, October 22, 2021
11:00 am - 5:00 pm EDT
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