Schedule Mobile

Note: Times below are Central time – if you are in a different time zone, please adjust accordingly.


11:00am-11:10am: Introduction
Harry Strausser & Roger Weiss
Welcome & Introduction, special message from ACA CEO Mark Neeb


11:10am-12:55pm: Speaker Block #1
Harry Strausser: Being amazing when the rest of the world hates you
Liz Peterson: Using your voice as a tool of persuasion
Christian Lehr: How to identify problems and avoid finger-pointing
Kelly Knepper-Stephens: Hello? How to get the most out of “Location Information” calls
Tim Collins: It’s not altruism: how helping others helps you
Eric Rosenkoetter: What’s wrong with a little “Overshadowing” among friends?


12:55pm-1:05pm: 10 Minute Break


1:05pm-2:50pm: Speaker Block #2
Roger Weiss: Jedi mind tricks: closing calls with a payment today
Leslie Bender : “Need to Know” and preventing PII/PHI from being TMI
Dennis Barton: What the heck is “Bona Fide Error,” and what does it have to do with me?
Beth Conklin: Rebuttals & negotiations: overcoming common objections and stalling tactics
Manny Newburger: Keeping it real: how “False or Misleading Representations” can get you sued
(TBD): CYA’ing yourself against consumer disputes


2:50pm-3:00pm: 10 Minute Break


3:00pm-4:30pm: Speaker Block #3
John Bedard: Danger! Danger! Identifying call baiters and the latest consumer scams
LaDonna Bohling: Overcoming the awkwardness of RPC & giving disclosures with finesse
Ron Brown: Secret resources of a master cybertracker: how to find anyone, anywhere
Kelli Krueger: Don’t Feed the Animals, Dealing with the zoo called the collection floor
Jake Thompson: Unlock your greatest potential by re-imagining the competitor’s mindset 


4:30pm-5:00pm: Q&A, Discussion
All speakers back on stage, moderated by Harry Strausser & Roger Weiss