Time and Topics Oct. 29 – 6:00-9:00 p.m. MSU Call Center Tour/ Crepe Dinner (Networking) Oct. 30 – Agenda: 8:30-9:15 a.m. “Best Practices from Credit Union Call Centers across the Country (Keynote) 10:30-11:30 a.m. “Staffing the Call Center with Skill” (Breakout Session) 1:00-2:00 p.m. “The Call Center: A Place for Innovation” (Breakout Session) 2:00-3:00 p.m. “Metrics & Measurements: What Must Happen on Every Call” (Breakout Session)