CENTURION CARES
CUSTOMER CONFERENCE

As you come to the registration area to pick up your conference materials, plan to grab some coffee and sit for a bit with our CARES Consultants. This is the time to share your questions or insights with Ron or Dean and maybe: 

• Find a way to uncover that one missing data point
• Ask about CARES Consultation Services
• See how your peers are tackling similar issues
• Discover new ways to get the most out of CARES

The basics for building effective call flows 

• Changing phrases within call flow
• Recording/importing phrases
• Queue call with overflow
• How to make a copy of a call flow
• Create call flows from templates
• Setting playback and microphone device to listen or record phrases

Kirk Wormington, President & CEO, CenturionCARES

• Introductions

• 4C23 Preview & Expectations

• Paul Wysocki, EVP & Chief Technical Officer
• David Dombek, Director, Engineering & Product Development
  • Enhancements in CARES 15.1/15.2
  • Innovations around the corner

Demonstration of new CARES enhancements driving process improvements in the call center:

• 2-way whisper coaching
• Enhanced reports
• Agent UI enhancements
• Advanced onboarding tools
• Enhanced CRM notes
• Optimize for Omnichannel, email
• Shared recordings

Keynote Speaker: Christine Saunders - Customer Experience and Leadership Consultant, Coach. and Mentor; Certified John Maxwell Speaker and Coach

Science has proven that happy employees enjoy better health, more creativity, and effective problem-solving while excelling overall in their jobs. Learn the key to unlocking your own workplace happiness and helping others unlock theirs too!

• What is happiness in the workplace and why is it important?
• P.E.R. K: Purpose, Engagement, Resilience, and Kindness
• Mindfulness and Looking Up
• Self-Compassion
• Conclusion and Mindfulness Break

• Tenants/User Types/Users
• Add, edit, and delete permissions
• Audit Logs
• Develop your own call audits/call audit trail
• Set up, and run automated reports
• What reports to automate
• How to apply report data

• Why a hosted PBX?
• Feature-rich - something for everyone
• Simple to set up, easy to use
• Accessing Flex functionality
• Maintain uninterrupted service

• Add, and delete new agents
• Reset agent passwords
• Voicemail set up
• Adding skills to agents
• Adding idle reasons
• Set up/find recordings

How to search for, find, analyze, and present valuable information you didn’t even know you had. Support decisions regarding:

• WFM-staffing
• Staff & technology efficiency
• Quality of service
• Performance gaps

Basics for building effective call flows

• Understanding basic call flow
• Recording phrases
• Loading phrases
• Change parameters
• Queue call with overflow
• How to make a copy of a call flow
• Call flow simulator
• Create call Flows from templates
• Setting playback and microphone device to listen or record phrases

Ron Schinder & Dean Warner

• Designing agent scorecard
• How many calls to score?
• Using data for coaching
• Using "best practices" recordings for training
• Using results for overall agent performance evaluation

Building effective call flows in CARES.

• Call Flow Simulator
• Create Call Flows from Templates

• Setting Playback and Microphone device to listen or record phrases

*Attendees should have an understanding of the principles discussed in Call Flow Designer 101 to attend this session.

How to search for, find, analyze, and present valuable information you didn’t even know you had. Support decisions regarding:

• WFM-Staffing
• Staff & Technology Efficiency
• Quality of Service
• Performance Gaps

Using Call Flow Designer and other CARES solutions to help successfully manage CORE Conversions or other impacts on your customer service operations. 

• Change VRU Pins
• Reset Passwords
• Overflow agents
• Community announcements

*Attendees should have an understanding of the principles discussed in Call Flow Designer 101/102 to attend this session.

• Tenants/User Types/Users
• Add, edit, and delete permissions
• Audit Logs
• Develop your own call audits/call audit trail
• Set up, and run automated reports
• What reports to automate
• How to apply report data

Elyse Jurvelin - Centralized Lending Manager, ELGA Credit Union

With all today’s technology at your disposal, what is the most vital component of an outstanding Call Center? Would your answer be different if you had a “People Center”? Elyse Jurvelin shares some insights on how her high-performing team achieves success (with a little help from CenturionCARES).

•  A call center that’s not really a call center
• Family-style sharing of knowledge

• Learning in real time (Whisper coaching)
• Identifying areas of expertise/passion

• Focus on people includes members

• Straddling the line (members needs v. business objectives)

• Being the best people manager I can be

Kenny Barras - Director of Member Experience, University of Kentucky Federal Credit Union 

• TBD

• Kirk Wormington, President & CEO
• Paul Wysocki, EVP & Chief Technical Officer