
CENTURION CARES
CUSTOMER CONFERENCE
AGENDA
Explore our event agenda including speakers, dates, topics and more!
- Day 1
Wednesday, April 19 - Day 2
Thursday, April 20 - Day 3
Friday, April 21
12:00PM - 5:00PM
Conference Center Foyer
4C Registration/Check-in
2:30PM - 4:30PM
Bayshore ACall Flow Designer 101/102
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
2:30PM - 4:30PM
Bayshore CCoffee and CARES
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
6:00PM - 8:00PM
Bayview Terrace4C Welcome & Networking Reception
7:30AM - 8:30AM
Conference Center FoyerBuffet Breakfast
8:30AM - 8:45AM
AmphitheaterWelcome to 4C
Kirk Wormington, President & CEO, CenturionCARES
-
Introductions
- 4C23 Preview & Expectations
8:45AM - 9:15AM
AmphitheaterCARES Agent 15.X
Overview of CARES enhancements covering v15.0/15.1/15.2- 2-Way Whisper Coaching
- Database Enhancements
- Agent UI enhancements
- Enhanced CRM Notes
- Short Abandon Reporting
- Editable Scorecard
9:15AM-9:45AM
AmphitheaterCARES Roadmap 1 - Overview
- Credit Card Processing Solution
- Integrations: Utilities/Financials/Fraud
- Expanded Self-Service Channels
- Notes pushed to core
- SymXchange/Meridian
9:45AM - 10:00AM
Conference Center FoyerAM Break
10:00AM-11:30AM
AmphitheaterCARES Roadmap II - Demonstration
- Conversational IVR
- Agent
11:45AM - 1:00PM
AmphitheaterKeynote Address: Happiness in the Workplace
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
1:00PM - 2:00PM
TBDLunch
2:00PM - 2:45PM
Bayshore A
Master CARES IVR Back-Office Tasks: Quantum Signpost Overview
- 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
2:00PM - 2:45PM
Bayshore BOptimize Your Customer Service with Value-Added Offerings: CARES ConnectX (Hosted PBX) and CARES FLEX
- Why a hosted PBX?
- Feature-rich - something for everyone
- Simple to set up, easy to use
- Accessing Flex functionality
- Maintain uninterrupted service
2:45PM - 3:30PM
Bayshore ACARES Reports: Data Analytics for Better Business Decisions
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
2:45PM - 3:30PM
Bayshore BMaster Your CARES Back-office Tasks: A Quick Reference Guide
- Add, and delete new agents
- Reset agent passwords
- Voicemail set up
- Adding skills to agents
- Adding idle reasons
- Set up/find recordings
3:30PM - 4:00PM
Conference Center FoyerPM Break
4:00PM - 4:45PM
Bayshore ADevelop an Effective Quality Assurance Program
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
4:00PM - 4:45PM
Bayshore BCall Flow Designer 101 (Repeat)
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
7:00PM - 10:00PM
Bayview TerraceCocktails and Floribbean Oasis Dinner
8:00AM - 9:00AM
Conference CenterBreakfast Buffet
9:00AM - 9:45AM
Bayshore ACall Flow Designer 102 (Advanced)
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.
9:00AM - 9:45AM
Bayshore BCARES Reports: Data Analytics for Better Business Decisions (Repeat)
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
9:45AM -10:30AM
Bayshore AMaintain Customer Experience Quality Through System Disruptions
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.
9:45AM - 10:30AM
Bayshore BMaster CARES IVR Back-Office Tasks: Quantum Signpost Overview (Repeat)
- 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
10:30AM - 11:00AM
Conference Center FoyerAM Break
11:00AM - 11:45AM
AmphitheaterCARES for Your People Center: The technology that lets you forget about technology and focus on your people.
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
11:45AM - 12:30PM
AmphitheaterIntentionally Artificial: How UKFCU is Approaching AI
Kenny Barras - Director of Member Experience, University of Kentucky Federal Credit Union
12:30PM - 12:45PM
Amphitheater4C Wrap Up and Close
- Kirk Wormington, President & CEO
- Paul Wysocki, EVP & Chief Technical Officer