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Contact Center Roundtable

Thu, October 20 @ 9:00 am - 4:00 pm EDT

About

Join Xtend Contact Center for our Contact Center Roundtable an in-person event with experts and peers!

There will be demos, service walk throughs and we’ll dive into discussion topics and presentations including:

Interactive teller machines – The future of CU member service, fraud & suspicious callers, automated verification, reporting & ongoing education, call scoring & call reviews, forms & documentation, onboarding and team building & celebrating wins.

Check out below for our agenda based on your survey responses, and use the button below to RSVP!

Hosted by

Nathan VanPatten, Contact Center Manager

Matthew DeYoung, Contact Center Assistant Manager

Agenda

9:00am

Hosted By: Nathan VanPatten & Matthew DeYoung

Topic: Introductions

 

9:30am

Hosted by: Nathan VanPatten

Topics: Reporting, call scoring & reviews, celebrating wins, security audits, ITM’s

 

11:00am

Break

 

11:15am

Hosted by: Sarah Ashby, Data Analytics Business Intelligence Manager

Topic: Differences between quantifiable data & quality data

 

12:00pm

LUNCH

 

12:30pm

Hosted By: Nathan VanPatten & Matthew DeYoung

Topic: Staffing & retention

 

1:15pm

Hosted By: Matthew DeYoung

Topic: Fraud, onboarding, 90-day success plan, agent coaching, forms & process documentation, MSR non-negotiables, webchats

 

2:15pm

Break

 

2:30pm

Hosted By: Nathan VanPatten

Topic: MOP VS MAP. MOP authentication

 

3:00pm

Hosted By: Michael Vasquez, Eltrophy

Topic: Eltrophy Demo

Details

Date:
Thu, October 20
Time:
9:00 am - 4:00 pm EDT
Event Category:

Venue

Xtend Board Room
2900 Charlevoix Dr SE Suite 200
Grand Rapids, MI 49546 United States
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