Wednesday, October 26, 2022 
Noon to 5pm PST

Conference Registration Fee
Early Bird Price: 
$249 per person

Conference Location

MGM Grand
3799 S Las Vegas Blvd
Las Vegas, NV 89109  

Hotel Rates & Reservations
We have reserved a block of rooms at the MGM Grand for the conference. Our reduced room rates are as follows:
-- Tuesday, October 25, 2022 -- $125 
-- Wednesday, October 26, 2022 -- $125 

All guests are required to pay a $39 per day resort fee. Please use our Hotel Reservation link to access the discounted room block. 

Important to note, hotel reservations are NOT included in the registration price, and we will not contact attendees to book accommodations. In the past, we have heard that guests have been privately approached with the promise of lower-priced accommodations. Some claim to be official representatives of ourselves or the venue. However, they are NOT working with us, and we recommend you not do business with them. If you are approached by anyone attempting to book hotel rooms, please email Amy Vigil, our Conference Director, at amy@cuanm.org.  

Substitution, Cancellation & Refund Policy

Substitution Policy  You may substitute participants for an in-person registration without charge prior to Friday, September 23, 2022. To begin the process, please email Amy Vigil at amy@cuanm.org 

Full Refund Policy — You may cancel your in-person registration and receive a full refund of the associated registration fee provided that your cancellation notice is emailed to Amy Vigil at amy@cuanm.org by midnight of Friday, September 2, 2022.  

50% Refund Policy — You may cancel your in-person registration and receive a refund of 50% of original registration provided that your cancellation notice is emailed to Amy Vigil at amy@cuanm.org between Saturday, September 3 and Friday, September 30, 2022.

No refunds will be given for cancellations after Sunday, October 1, 2022. If you have any questions regarding this policy, please call Amy Vigil at 505-338-4226 or email amy@cuanm.org.

Conference Director

Amy M Vigil
National Credit Union Call Center Conference 


The Small Call Center Workshop:
Delivering Big on Quality and Productivity

Larger centers have big budgets, plenty of support staff, and the latest and greatest technology. Smaller centers may not have these advantages, but members still expect the highest service levels. 

During this one-day-only workshop, participants will learn about the factors driving member satisfaction and how smaller centers can generate it while keeping costs in check. By the end of the training, attendees will understand the challenges that smaller centers face, along with the tools and know-how required to overcome them.

Who Should Attend
– Contact centers with 20 agents or less
– Members of executive and management teams

Conference Agenda

Registration and our networking lunch will begin at noon, followed by a leadership session with Dennis McIntee of the Leadership Development Group at 1pm.

Jay Minnucci of Service Agility will lead two workshop sessions. 

Session One: 
Participants will review how quality is delivered in a call center and how smaller centers can provide a consistent customer experience. Some of the specific topics to be addressed include:
– Leveraging the strength of smaller, tightly knit workgroups
– How to gather valuable data without investing in pricey technology
– Aligning member expectations with quality assurance processes
– Capitalizing on the “moments of truth” that generate the highest member loyalty

Session Two:
The afternoon presentation will focus on efficiency and productivity, sharing how to:

– Overcome the high variability inherent in smaller organizations
– Use Excel and other basic tools to match the technology used in larger contact centers
– Identify the metrics that generate the most knowledge and insight
–  Recognize the link that ties efficient service with high member satisfaction

The workshop will end by 5pm. 

Communication Policy
You may receive informational emails and text messages from the National Credit Union Call Center Conference. Visit https://textbychoice.com/privacy for full details. Depending on your plan, rates may apply. 

Harassment-Free Conference Experience
The National Credit Union Call Center Conference is dedicated to providing a harassment-free conference experience for everyone. We do not tolerate harassment of conference participants in any form. Conference participants violating this policy may be asked to leave the conference at the discretion of the conference organizers. If someone makes you or anyone else feel unsafe or unwelcome, you are not required to, but you are encouraged to report the details. Conference staff will take seriously all concerns brought to them. Harassment reduces the value of our conference for everyone. For this reason we work hard to provide a safe, professional, and learning environment for all.