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This week, CreditUnions.com features strategies to improve the call center blueprint, from outbound calling specialists to metrics that measure success.
Empowering employees to provide top-shelf member service requires careful selection, training, follow up and attention to their wellness.
How two credit unions monitor quantity without forgetting about quality when they measure contact center performance.
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Aptitude, attitude, and opportunity have helped Leaders Credit Union develop a team of call center cross-sell superstars.
A new local service strategy allows SECU of North Carolina to measure contact center success three rings at a time.
Leading contact center providers offer a few ins and outs of the most popular metrics financial institutions use to measure performance.
When implemented and maintained properly, credit union call centers can increase efficiency, reduce costs, and improve member satisfaction.
As the business model of credit unions evolves, leaders must decide how to allocate resources and where to invest time, money, and people.
In early 2015, the Minnesota credit union tapped retail branch staff to make cross-selling calls and build member relationships.
Communication and a shared perspective allow this consortium to gain efficiencies in areas that are scalable and manageable with clear metrics and service level agreements.