- This event has passed.
Contact Center Roundtable
Fri, October 22, 2021 @ 11:00 am - 5:00 pm EDT
About
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
Agenda
Friday, 10/22/21
11:00am
Hosted by: Sarah Ashby
Topic: Data Analytics
• Wrap-up Codes
• Phone Optics
12:00pm
Hosted by: Bryce Weaver
Topics: Staffing, Bold Chat, and Debit Card Ordering
• New Bonus Program
1:30pm
Hosted by: Danielle O’Connor
Topic: Shared Branching – What’s New
2:00pm
Lunch Break
2:30pm
Hosted by: Nathan VanPatten
Topic: Reporting and Management
• Call Scoring
• Soft Skills
• Positive Approaches to Coaching: New Hires to Seasoned Agents
4:30pm
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