Contact Center Roundtable
Wed, May 3 @ 9:00 am - 4:00 pm EDT
About
Join Xtend Contact Center for our Contact Center Roundtable in-person event with experts and peers!
There will be demos, service walk-throughs, and we’ll dive into discussion topics and presentations on:
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.
Hosted by
Nate VanPatten, Contact Center Manager & Matt DeYoung, Contact Center Assistant Manager
Agenda
9:00am – 9:30am
Hosted By: Nate VanPatten & Matt DeYoung
Topic: Icebreaker
9:30am – 11:00am
Hosted by: Matt DeYoung
Topics: Reporting, call scoring, agent coaching, celebrating win
11:00am – 12:00pm
Hosted by: Sarah Ashby, Data Analytics Business Intelligence Manager
Topic: Data Analytics
12:00pm – 12:45pm
LUNCH
12:45pm – 2:15pm
Hosted By: Nate VanPatten
Topics: Employee onboarding, ITM’s, CU Base security, webchats, lending, phone systems
2:15pm – 2:30pm
Break
2:30pm – 3:30pm
Hosted By: C3 Technology Advisors
Topics: Software and technology discussion
3:30pm – 4:00pm
Hosted By: Nate VanPatten & Matt DeYoung
Topic: Closing Discussions