Learning Conference Breakouts

Finance

Revenue Distribution Model Change

During this session, we will share an overview of the key benefits, success factors and next steps for revenue distribution model change implementation. We will provide an overview of key resources and available support as you work to understand the impact of revenue distribution model change on your agency.   

Logistics Operations and Sales

Breaking Into Logistics 101

Ready to launch your Logistics future? This session will explain the necessary steps to get your agency up and running in Logistics. Learn more about the service capabilities within the UniGroup Logistics network, as well as what type of customer orders work well. 

Logistics Modernization Journey and Unlocking UGLP (Rose Rocket) 

Hear a status update on the modernization and simplification journey for Logistics. See UniGroups Logistics Platform or UGLP (Rose Rocket) firsthand LIVE and in action. Watch a Rose Rocket representative tie truckload, express, brokerage, members and drivers together in servicing customers. Attendees will also learn what’s on the horizon for UniGroup Logistics. 

Logistics Operations: Express

While this session has a heavy emphasis on Express operations, all Logistics members are invited to attend. This session will cover how the Express operates using UGLP (Rose Rocket), and will also overview the DRAFT Logistics Service Agreement which focuses on operating standards and expectations. There will also be opportunity to celebrate the great work the network and Logistics team is performing to deliver to customers.

Creating Your Supply Chain Strategy

Presented by Dr. Mitch Millstein 

Many companies have strategies, but let's be honest, strategic plans mostly focus on sales and marketing. During the pandemic companies learned that they need a strategy for their supply chain. In this presentation, Dr. Mitch Millstein will provide a framework for developing a supply chain strategy and how you can build resilience into your supply chain. 

Move Coordinators

Level Up

The new year means a fresh take on the UniGroup Certification and Recertification Program. Please attend this informational session detailing all of the updates and changes and how it will impact you as a move coordinator.   

Safety and Risk Management

Avoid Actions that Increase Severity

You know those orders that just seem cursed? Agency administrators, risk and move managers, trainers, operations staff and customer service personnel will benefit from this panel discussion. Representatives from the UniGroup Law Department, Cargo Claims, Risk Management and Customer Care will take your comments and questions about preventing financial severity following accidents and cargo claims. This session will begin with a brief explanation of the Department of Defense approval to transport Lithium batteries and how to prevent van fires. Other real-world scenarios and their countermeasures will be offered, or audience members may suggest their own. Moderated by UniGroup Loss Prevention, agents will have unfettered access to hear from and be heard by key van line personnel about driving out costs by avoiding actions that increase financial severity. 

Cyber Liability and Business Continuity: Prepare for What You Cannot See 

Learn about cyber/privacy liability exposures, cyber/privacy insurance and cyber/privacy liability best practices. Attendees will have the opportunity to discuss business continuity topics including technology issues and natural disasters. Hear what steps to take if you have a privacy breach.   

Fleet Safety 201: Safety as a Competitive Advantage  

Safe operations reduce costs and allow for additional revenue. Hear about the cost of unsafe activities and how to reduce on-the-road expenses. Attendees will also learn how to create a safety-based culture by utilizing existing tools, including Samsara.

Professional Development

Future of Work: Considerations for Building the Highly Effective Workplace

Post-pandemic, all organizations are trying to define their “future of work” or how work, workplaces and workers combine to achieve better results for employees and customers using new tools and tricks learned during the pandemic. Agent members will share their experiences with new hybrid and remote ways of working and share best practices going forward to create a connected, consistent, collaborative, and highly productive working culture.  

The HEART of the Matter

This panel will showcase the 2023 Heart of Quality winners. They will answer questions, share their stories and leave you inspired.

Exploring Emotional Intelligence

With Dr. Erika Michalski

The term Emotional Intelligence or "EQ" is everywhere lately ... but what exactly does it mean? And what role does it play in professional success? During this session, Dr. Michalski will provide an introduction to emotional intelligence by highlighting its foundational elements, describing how strengthening these elements can contribute to greater success, and providing simple but effective ways you can work to develop each one. 

Best Practices for Writing Emails, Chats and Texts to Customers

With Leslie O'Flahavan

These days, we need versatile writing skills. We may start communicating with a customer in live chat, follow up in email, and continue the conversation in text. It’s difficult to write well when what works in one written communication channel doesn’t work in another. For example, there are no subject lines in texts, but without a good subject line, your email will fail. In this session, you’ll learn best practices for writing in each of these three channels and how to manage the conversation when it starts in one channel and moves to another.

De-escalation + Conversation Control 

With Myra Golden

Part I: De-escalating with Challenging Customers 

With the right approach, you can prepare employees to de-escalate the tension consistently. Myra shares strategies that can help you calm angry customers. She also provides tips to help you reframe conversations, manage expectations, handle customers who ask for your supervisor and more. 

Part II: Conversation Control Techniques That Actually Work! 

Myra explains why customer calls get out of hand and introduces simple strategies to get the conversation back in control. Employees learn to use a limited response, take control with close-ended questions and assert their way out of lousy dialogue, and practice proactive call management so customers feel heard. 

UniGroup and Change Management

The session will cover what Change Management (OCM) consists of to help attendees understand strategic planning, stakeholder analysis, change readiness, impact assessment and analysis, the communications plan, workstream and project plan.

Selling in Tough Times

With Paul Reilly

Selling Through Tough Times is a powerful, inspiring, and hope-filled message. Whether it’s a recession, industry disruption or downturn, a tough competitor, or an extended sales slump, every seller faces tough times. This uplifting and practical message is your go-to guide to grow your profits and mental resilience in any downturn. In this program, participants learn to embrace the right skills and the right mindset to thrive during any downturn.

Additional Topics of Interest

UniGroup is securing several professional speakers to present on a wide variety of topics. Below is a list of anticipated topics.

• Customer Service and De-escalation
• Supply Chain Management
• Emotional Intelligence