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Schedule 2024

Session 302: Power through Empowering!

Margaret Nashu  (Director Contact Center Virtual Branch, Directions Credit Union)

Date: Wednesday, October 23

Time: 4:00 pm - 5:00 pm

Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass - Get your pass now!

Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations

Session Type: Case Study

Vault Recording: TBD

Case Study of experience in empowering staff to power up a contact center. This includes the strategy I took to change workflows and thought processes to better serve our credit union members, and to maximize potential, while still having an engaged/excited workforce.

I will take participants through my first year's timeline of change and highlight the below key takeaways along said timeline.


1. Building the foundation of your ideal Contact Center
Listen before you leap- Spending time with your mouth shut and ears open, becoming a trusted source
Know your staff/Who will embrace change-Find your champions of change
2. Making change palatable
Find out how hard to push-Ripping the band aid off for the things that need to be done
Do you see what I see?-Communicating vision in a way that makes sense
3. Sustainable Team Engagement
Celebrating wins-Find out what appeals to your team and use it to motivate and celebrate their hard work