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Contact Center Roundtable
Thu, October 20, 2022 @ 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