Who Should Attend:
Customer/member service, credit, or collections employees, supervisors, and managers.
Related Events:
Managing the New Angry: De-Escalation Skills for the Workplace, Oct. 6, 2025
Overview:
At the 3 C's Conference, subject matter experts share their knowledge about current key issues in customer service, credit, and collections.
In 2025, highlights include an opening keynote by Carol Cambridge, founder of The Stay Safe Project; a workshop on the seven elements of the perfect day; a new keynote from bestselling author and speaker Erick Rheam; insights from master storyteller Mike Donnelly on using Disney-proven techniques in customer interactions; and real-time stress relief tips from Sarah Draper, a U.S. Army veteran and former FBI agent. In addition, you will get to spend more time with favorites from last year's conference—Pivot President Jeremy Graves and Spinal Health Consultants President Dr. Jill Jorgensen. The conference also features a networking reception, optional dinner outing, and other opportunities to build relationships with people in your field.
To maximize your travel budget and experience, we encourage you to also sign up for the pre-conference workshop, Managing the New Angry: De-Escalation Skills for the Workplace.
Agenda:
Monday, Oct. 6 – Pre-Conference
1:30–4:30 p.m. Optional pre-conference workshop – Managing the New Angry: De-Escalation Skills for the Workplace
Carol Cambridge, Founder, The Stay Safe Project
Tuesday, Oct. 7 – Day 1
7:30–8:30 a.m. Breakfast and registration
8:30–9:30 a.m. Welcome and opening remarks
Roy Cevallos, Learning Program Manager, NWPPA; and Kellee Merrill, 3 C's Conference Chair, Northern Lights, Inc.
9:30–10:30 a.m. Healthier, Safer Employees Can Better Serve Their Customers
Dr. Jill Jorgensen, President, Spinal Health Consultants
10:30–10:45 a.m. Break
10:45 a.m.–noon Be Your Own Bodyguard: Be Safe at Work and Play
Carol Cambridge, Founder, The Stay Safe Project
Noon–1 p.m. Lunch
1–1:10 p.m. Wellness moment with Dr. Jill
1:10–2:15 p.m. TBD session
2:15–2:30 p.m. Break
2:30–3 p.m. Wellness moment with Dr. Jill
3:00–4:00 p.m.
Creating Public Power Magic: Disney’s Secrets for Delighting Customers
Mike Donnelly, The Donnelly Group
4:00–4:45 p.m.
Hot Topics Roundtable
Moderated by Mike Donnelly
5:00–6:30 p.m.
Reception
Wednesday, Oct. 8 – Day 2
7:30–8:30 a.m.
Breakfast
8:30–9 a.m.
Wellness Moment with Dr. Jill
9:00–10:00 a.m.
Making Customer Interactions Better, Simpler, and More Human
Jeremy Graves, Pivot Group
10:00–10:15 a.m.
Break
10:15 a.m.–12:00 p.m.
Continued: Making Customer Interactions Better, Simpler, and More Human
Jeremy Graves
12:00–1:00 p.m.
Lunch
1:00–1:15 p.m.
Wellness Moment with Dr. Jill
1:15–2:15 p.m.
Real-Time Tools to Navigate Real-Life Stress
Sarah Draper, Leading Well Strategies
2:15–2:30 p.m.
Break
2:30–4:00 p.m.
More with Jeremy Graves
4:00–4:40 p.m.
Hot Topics Roundtable
Moderated by Jeremy Graves
4:40–4:45 p.m.
Final Gift Drawing
6:00 p.m.
Optional Dinner in Small Groups
Thursday, October 9 – Day 3
7:30–8:30 a.m.
Breakfast
8:30–8:45 a.m.
Wellness Moment with Dr. Jill
8:45–10:45 a.m.
Workshop: Seven Elements of the Perfect Day
Erick Rheam
10:45–11:00 a.m.
Break
11:00–11:50 a.m.
The 21st Mile
Erick Rheam
11:50 a.m.–12:00 p.m.
Adjournment
Schedule:
Registration will begin at 7:30 a.m. Mountain Time on the first day. The conference will run from 8:30 a.m. Oct. 7 and end at noon Oct. 9. Breakfast and breaks will be provided all three days, and lunch will be provided the first two days.
Location and Hotel Information:
The Grove Hotel
245 S. Capitol Blvd.
Boise, ID 83702
(208) 489-2222
Room rate: $244 for a deluxe room.
Please book your hotel here no later than Sept. 5, 2025, to receive the NWPPA group discount.
Fees:
Utility Member Early Bird (ends 9/7/2025): $1,120
Utility Member Standard: $1,195
Associate Member Early Bird (ends 9/7/2025): $1,680
Associate Member Standard: $1,755
Non-Member Early Bird (ends 9/7/2025): $2,240
Non-Member Standard: $2,390
Note: Organizations that register a group of employees will receive every fifth registration for free. For example, if you register five employees, you only pay for four; register 10 employees, you only pay for eight; and so on. There is nothing additional you need to do to receive this discount.
Cancellation Policy:
For webinars, virtual classes, and section meetings: cancellations at least five days prior to the event will receive a full refund; within 1-4 days or no show, the charge will be 100% of the registration fee.
For in-person events: cancellations at least 30 days prior to the event will receive a full refund; within 15-29 days there will be a $100 fee; and within 1-14 days or no show, the charge will be 100% of the registration fee.
When possible, please send a substitute instead of canceling. NWPPA does not charge a fee for substitutions. To request a refund, please contact us at registration@nwppa.org or (360) 254-0109.
Continuing Hours:
This conference qualifies for 16 continuing hours. Certificates are issued upon full completion of the conference.