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Three companies with a reputation for treating customers right spill their secrets for delivering good service.
After a seven-year experiment with outsourcing a 24/7 call center, Pen Air found a better solution in house.
The kind of service that boosts the scores also serves as a guide for improving call center operations.
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The right employees ensure positive experiences while a preview of the technology produces enthusiastic member advocates.
Evangelical Christian plans to improve its call center service by going more virtual and less human.
With a little imagination and effort, any cooperative can afford virtual agents, ultra-efficient contact centers, and click-for-a-call capabilities.
Across all industries, companies move toward automation and home-based agents.
Besides having strong tech skills, video tellers must be comfortable on camera and capable of making decisions.
In 2011, SECU completed its goal of putting a branch in every county in North Carolina, so earlier this year when the board decided to focus exclusively on in-state members, the credit union had a branch footprint in place to reach everyone.
Stanford FCU’s virtual call center reduces absenteeism, expands hours, and retains talent.