EVENT: Transforming Call Centers into Contact Centers (Session Code: 674)
Technology is transforming traditional call centers into interaction hubs that support multiple channels, operate in virtual models, generate revenue, and enable shared services. Of course, staff training and credit union culture will be important factors in the transition, but technology investments will be key enablers to satisfying busy members who increasingly have come to expect 24/7 support and information. This timely session will take a look at loan by phone, outbound, remote agents, cloud communications, email, chat, voice recognition & biometrics, and social media communications.

Illinois Pricing:
Affiliate: $ 50.00
Non-Affiliate: $100.00

Out of State Pricing:
Regular: $ 75.00

Contact: Drew Kayvani (Illinois Credit Union League)
Phone: 630-983-3418
Fax: 630-983-3212
Email: drew.kayvani@ilcusys.org


Speaker: Thomas Wright
Speaker Bio:
Thomas Wright is the Editor and Publisher of the Credit Union tech-talk newsletter and has over twenty years computer industry experience including consulting and project management experience as well as a technical support and training background. While working for Citibank, MCI, and Microsoft, Tom technically managed large and complex IT projects such as an Internet home banking rollout, a data warehousing project, and CD ROM statements to Internet conversion. Additionally, he has provided consulting, training and technical support to numerous small businesses, governmental agencies and financial institutions.

Location(s):

Location 1:
Telephone - QB - November 26, 2013: 10:00 am CT
Duration: 11:00 am CT

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