Delivery Channels

Contact Center

By Glia | July 14, 2021

Learn how to staff and optimize your contact center for digital transformation.

By Erik Payne | March 29, 2021

Community First Credit Union Of Florida switched to an appointment-only model in 2020. Now, it has insights on how to make the brick-and-mortar experience better for all.

By Erik Payne | March 23, 2021

The California cooperative introduces an entirely new in-branch role as part of its organizational shift to promote wellbeing.


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By Engageware | Aug. 25, 2020

Join Lori Bocklund of Strategic Contact and DJ Haskins from SilverCloud to hear what survey data of 100+ CU contact center leaders reveals about the changing contact center, and how your center can better respond to today’s member needs.

By Erik Payne | July 20, 2020

Two Virginia credit unions find new ways to engage and train out-of-office call center employees.

By SWBC | June 1, 2020

Lower wait times and more self-service options result in higher member satisfaction.

By Marc Rapport | Nov. 25, 2019

Locating call centers across its North Carolina footprint maximizes building space for SECU and provides jobs in high unemployment areas.

By Marc Rapport | Oct. 28, 2019

How two credit unions in Ohio and Virginia use technology and education to win the member self-service game.

Callers are identified and cleared or cornered before ever getting to a live human agent.

By Samantha Cristobal | July 8, 2019

Expanding electronic services is another way credit unions provide more convenience and value for their members. Which institutions lead the way in online banking usage?

By Marc Rapport | May 6, 2019

How a New Jersey credit union uses new tools to automate old jobs and free up staff to serve members better.

By Samantha Cristobal | May 6, 2019

How many credit unions offer a convenient and valuable experience that doesn't require stepping foot into a physical branch?

By Erik Payne | Oct. 1, 2018

Virginia Credit Union's voice identification deters fraud and boosts call efficiency.

By E.C. Harrison | Sept. 18, 2018

Technology tips to lower call center volumes and deepen interactions with members.

By E.C. Harrison | June 25, 2018

The new member advocacy team at Georgia’s Own advocates for the member experience across technology, sales and services, and more.

By Ian Melhorn | July 31, 2017

Credit unions are adapting to reduced foot traffic and increased mobile usage.

By Erik Payne | Oct. 19, 2016

More from the 2016 Credit Union Call Center Conference.

By Erik Payne | Oct. 17, 2016

Plus, additional takeaways from the first day of the 2016 Credit Union Call Center Conference.

By Callahan & Associates, Inc. | Sept. 29, 2016

Callahan & Associates and Betsy Pruitt, online marketing manager at Redstone Credit Union, discuss how the cooperative's small marketing staff used email analytics and automation to help sell thousands of new checking accounts.

By Marc Rapport | July 11, 2016

How Redstone Credit Union’s small marketing staff used email analytics and automation to help sell thousands of new checking accounts.

By Rebecca Wessler | April 25, 2016

This week, features strategies to improve the call center blueprint, from outbound calling specialists to metrics that measure success.

By PSCU | April 25, 2016

Empowering employees to provide top-shelf member service requires careful selection, training, follow up and attention to their wellness.

By Marc Rapport | April 25, 2016

How two credit unions monitor quantity without forgetting about quality when they measure contact center performance.

By Erik Payne | April 25, 2016

Aptitude, attitude, and opportunity have helped Leaders Credit Union develop a team of call center cross-sell superstars.

By Marc Rapport | April 25, 2016

A new local service strategy allows SECU of North Carolina to measure contact center success three rings at a time.

By Marc Rapport | April 25, 2016

Leading contact center providers offer a few ins and outs of the most popular metrics financial institutions use to measure performance.

By Stephanie Clark | April 25, 2016

When implemented and maintained properly, credit union call centers can increase efficiency, reduce costs, and improve member satisfaction.

By Rebecca Wessler | Nov. 9, 2015

As the business model of credit unions evolves, leaders must decide how to allocate resources and where to invest time, money, and people.

By Ted Goldwyn | Nov. 9, 2015

In early 2015, the Minnesota credit union tapped retail branch staff to make cross-selling calls and build member relationships.

By Sharon Simpson | Nov. 9, 2015

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.

By Aaron Pugh | July 1, 2015

Greater Nevada shares seven changes it has made over the past decade that have helped it succeed, no matter how the dice roll.

By Marc Rapport | March 19, 2015

No fraud, no hurry for credit unions are takeaways from the latest scuttle on the Apple Pay watch.

By Callahan & Associates | Sept. 25, 2014

A monthly collection of Callahan content that, together, addresses a single topic from a variety of perspectives.

By Drew Grossman | Aug. 25, 2014

A Texas cooperative created a five-person department to carry out requests made through the call center, freeing agents to take more calls.

By Catherine Siskos | Aug. 11, 2014

Three companies with a reputation for treating customers right spill their secrets for delivering good service.

By Drew Grossman | June 16, 2014

After a seven-year experiment with outsourcing a 24/7 call center, Pen Air found a better solution in house.

By Erik Payne | June 16, 2014

The kind of service that boosts the scores also serves as a guide for improving call center operations.

By Sharon Simpson | June 16, 2014

The right employees ensure positive experiences while a preview of the technology produces enthusiastic member advocates.

By Erik Payne | June 16, 2014

Evangelical Christian plans to improve its call center service by going more virtual and less human.

By Aaron Pugh | June 16, 2014

With a little imagination and effort, any cooperative can afford virtual agents, ultra-efficient contact centers, and click-for-a-call capabilities.

By Andrew Bolton | June 16, 2014

Across all industries, companies move toward automation and home-based agents.

By Sharon Simpson | June 2, 2014

Besides having strong tech skills, video tellers must be comfortable on camera and capable of making decisions.

By Drew Grossman | Dec. 16, 2013

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.

By Sharon Simpson | Dec. 16, 2013

Stanford FCU’s virtual call center reduces absenteeism, expands hours, and retains talent.

By Drew Grossman | Oct. 14, 2013

How three credit unions brought sales activity into — and in one case, out of — the call center.

A Gang Of Three

By Aaron Pugh | Oct. 7, 2013

When it comes to outbound calling, you don’t need an army to fuel amazing loan growth, just a few key players.

Partner Perspective
Working The Paradigm Shift

By Advisors Plus | Aug. 5, 2013

Contact center roles are evolving. Here’s how to make these changes work for you, your employees, and your members.

By Yun Ma | April 5, 2013

A business professor’s study shows the benefits of illustrating cause and effect.

By Drew Grossman | April 4, 2013

Video conferencing offers members the right mix of efficiency and personalization.

By Yun Ma | Feb. 25, 2013

By following up with a personalized phone call, Hanscom Federal Credit Union builds a more profitable relationship with members who join through remote channels.

By Aaron Pugh | Nov. 16, 2012

How to take the pain out of branch and phone wait times.

By Aaron Pugh | Nov. 8, 2012

Re-envision branch strategy and rediscover your faith in brick-and-mortar.

By Aaron Pugh | Oct. 29, 2012

The contact center can become a powerhouse of loan activity with the right sales strategy.

By Aaron Pugh | Oct. 18, 2012

Call centers can gain more access to critical resources by fostering employee pride and encouraging bottom-up leadership.

Partner Perspective
Portal Paradox

By PSCU | Oct. 9, 2012

Credit unions can complement brick-and-mortar strategies and enhance their contact center’s reach with live chat.

By XTEND Inc. | Oct. 9, 2012

With the right approach, credit unions can have a willing, engaged audience for their outbound campaigns.

By Aaron Pugh | Oct. 9, 2012

Hanscom Federal turned to outbound calling to onboard members but uncovered a primary channel for loan growth along the way.

By PSCU | May 7, 2012

Credit unions can improve this department’s member service expectations and help them achieve sales and revenue objectives.

By Rebecca McClay | Jan. 23, 2012

Nearly one-third of this Seattle-based credit union’s contact center and staff works remotely.

By Rebecca McClay | Jan. 16, 2012

A rigorous knowledge-based performance training program has yielded a stronger and more independent frontline staff at Justice Federal Credit Union.

By Callahan & Associates | Jan. 1, 2012

Providing 24/7/365 support is vital to member satisfaction and loyalty. Test

By Aaron Pugh | Oct. 31, 2011

Where can your reps provide better service both to members on the phone and to departments down the hall?

By Callahan & Associates | Oct. 1, 2011

A new model for credit union call centers bridges a gap for small to medium sized credit unions by maximizing a feature that differentiates them from banks.

By Aaron Pugh | Oct. 1, 2011

Credit unions need the right attitude as well as the right technology to connect the concept of remote staffing with call center success.

By Infratel US | May 23, 2011

New trends in the blending of technology allow credit unions to strengthen member relationships while increasing revenues.

By Alix Patterson | Feb. 17, 2011

What can an Internet company teach us about old-fashioned call center support? A lot.

By Rebecca Wessler | Feb. 7, 2011

From around-the-clock availability to emergency credit, here are just three ways Security Service offers members what they need when they need it.

By Callahan & Associates | Jan. 31, 2011

Call center metrics help a credit union assess the overall performance of the call center and its agents.

By Rebecca Wessler | Jan. 27, 2011

As part of the credit union’s strategic game plan, the call center at State Employees’ Credit Union originates all types of loans.

By Rebecca Wessler | Jan. 27, 2011

Call centers are a strategic asset to credit unions. Are you making the most of yours?

By Callahan & Associates | Jan. 1, 2011

Credit unions that accept debit and credit payments on loan balances capitalize on purchasing trends and maximize call center value.

By Callahan & Associates | Jan. 1, 2011

Many credit unions can increase their service, expand hours, build revenue, and reduce operating costs through an often overlooked and under managed area of the front line -- the contact center.

By Callahan & Associates | Jan. 1, 2011

Call center metrics help a credit union assess the overall performance of the call center and its agents.

By Rebecca Wessler | June 7, 2010

Brenda Anderson, call center VP, talks about how SECU ensures the best representatives are on the line.

By Rebecca Wessler | April 26, 2010

Addison Avenue provides its best practices on using its call center to improve sales and engage member activity.

By Rebecca Wessler | April 19, 2010

Northwest Federal Credit Union uses email in its collections process as a cost-effective, diplomatic way to alert members of a late payment.

By Lydia Cole | April 16, 2010

70% of call center operating costs are accounted for by HR. Beyond salaries, attrition costs, including recruitment and training, can have a large affect on the bottom line.

By Lydia Cole | April 12, 2010

Stanford Federal Credit Union allows its contact center employees to work from home.

By Rebecca Wessler | April 11, 2010

Struggling to retain you best call center agents? Follow these easy steps to create a successful representative –centric program.

By Alix Patterson | April 1, 2010

Credit unions are popping up all over iTunes, offering numerous iPhone applications that fulfill the needs of mobile members.

By Aaron Pugh | April 1, 2010

Expanding service usage through cross-selling is difficult but key to a credit union's success.

By Lydia Cole | March 30, 2010

How do you calculate the cost of call center agent attrition?

Make the Call

By Rebecca Wessler | March 15, 2010

A five-point test to determine compatibility in call center partnerships.

By Rebecca Wessler | Feb. 23, 2010

Call centers play an integral role in the credit union paradigm

By Lydia Cole | Feb. 22, 2010

Address the reasons agents leave and decrease costly attrition.

By Kathleen Peterson | Feb. 15, 2010

Effectively managing a call center requires you to identify necessary competencies during the hiring process, as well as the guts to know when someone has to go.

By Lydia Cole | Jan. 26, 2010

The IRS’ call center should strive to meet credit union standards.

By Lydia Cole | Jan. 1, 2010

Survey results highlight changes in credit union contact centers.

By Rebecca Wessler | Jan. 1, 2010

How Addison Avenue used outbound calling to increase sales and strengthen member commitment.

By Rebecca Wessler | Dec. 7, 2009

Credit unions across the country are forging call center partnerships in an effort to provide members with 24/7 care.

By Callahan & Associates | Oct. 1, 2009

To handle call volume and provide the best service, Northwest Federal Credit Union has a strong call center structuce and incentive program in place for employees.

By Callahan & Associates | Oct. 1, 2009

With a suggestion from their Board of Directors to focus on efficiency, sales, and service, executives at Wings Financial Federal Credit Union sat down to discuss the best way to improve the performance of their contact center.

By Callahan & Associates | Oct. 1, 2009

Credit unions have long prided themselves on providing exceptional member service and deservedly so, but they should also focus on managing an overlooked area -- the contact center.

By Callahan & Associates | Oct. 1, 2009

Is the thought of selecting a new system and a new vendor for your Conact Center causing sleepless nights?

By Lydia Cole | Aug. 17, 2009

Credit union call centers have historically been focused on service rather than sales. Preliminary results from Callahan’s 2009 Credit Union Call Center Survey indicate 31.4% of credit union call centers have no active sales program. Another 34.3% of respondents have inbound or add-on sales only.

By Denise Senecal | Aug. 17, 2009

Online member feedback highlights opportunities to improve the credit union's service through better cross-channel coordination, communication, and follow-through.

By Ray Springsteen | July 27, 2009

According to Callahan’s Credit Union Call Center survey, 68% of credit union call centers ranked call quality as the leading measure to evaluate the performance of their agents.

By Ray Springsteen | July 20, 2009

Key strategies to improve call center service level performance and reduce member wait time.

By Lydia Cole | Oct. 27, 2008

Does your credit union have a multi-pronged delivery approach? Knowing how members access the credit union and why they choose their preferred channels will help your MSRs and agents respond appropriately in a variety of sales situations.

By Kathleen Peterson | Oct. 13, 2008

Call Quality Programs in call centers are an important element in monitoring and improving the Member’s experience, as well as measuring the effectiveness of people, process and technology.

By Lydia Cole | Oct. 1, 2008

Service Credit Union, which has two call centers, focused their training and ongoing maintenance on call center performance, member relationships, and operational efficiency.

By Callahan & Associates | Oct. 1, 2008

The technology survey is an effort to understand current technology spending priorities in the credit union industry.

By Callahan & Associates | Oct. 1, 2008

Four credit union executives give their perspective on how they are making decisions in 2008 based on delivery channels, managing staff, and investments in the coming year.

By Callahan & Associates | Oct. 1, 2008

In a time of ever-present competition and changing member expectations, the focus on member service has never been greater.

By Ray Springsteen | Sept. 15, 2008

High performing credit union call centers tailor the working environment to the needs of the agents. These call centers also create measurement programs that are seen by employees as a way to enhance overall agent performance rather than to catch mistakes.

By Ray Springsteen | Sept. 1, 2008

High performing call centers that are aligned with the goals of the organization look at performance metrics in three areas: service performance, call quality and sales productivity.

By Kathleen Peterson | Aug. 18, 2008

Turnover in the call center is very much like a fuel leak - only the fuel that is leaking is talent. The impact areas to your operation are multiple, significant, and costly.

By Teri Hoffman | July 7, 2008

Gas prices continued to rise throughout the past week just in time for the 4th of July. Many businesses are looking for ways that they can help their customers with high gas prices while also expanding business.

By Callahan & Associates | July 1, 2008

How are credit unions budgeting and spending for technology in 2008 compared to last year?

By Kathleen Peterson | June 2, 2008

Information is a form of currency in the digital age. The Call Center is a pure source of it.

By Ray Springsteen | May 26, 2008

For many credit unions, the call center plays an extremely important role in the organization. With a unit as important as the call center, selecting the right metrics to monitor is vital.

By Lydia Cole | May 12, 2008

Results from a recent nationwide credit union call center survey reveal key metrics for measuring call center productivity.

By Pete Snyder | Jan. 7, 2008

Credit unions’ retail investment services programs have moved beyond early adopter and growth phases. How can your program expand and maintain productivity and quality?

By Sara Gaab | Dec. 31, 2007

Putting the member first is always a priority. Take your credit union customer service to a deeper level.

By Ray Springsteen | Dec. 24, 2007

In many credit unions the call center is the single most active member service and loan channel. At busy call centers working with a large concentration of members, satisfaction of the credit union overall is dependent on call center performance. Using the right metrics to evaluate call center performance is an important component for success.

By Ray Springsteen | Nov. 26, 2007

In most financial institutions a service level of 80% of calls answered in 20 seconds or less is standard. Credit unions can improve service level performance and reduce member wait time in many ways.

By Nick Connors | Aug. 13, 2007

The call center is a vital component of any credit union's back office, and increasing its efficiency has become a key focus for many credit unions.

By Total Member Care | June 5, 2006

In a world where technology has raised expectations to deliver on its promise of better and faster service, it is imperative that credit unions develop strategies that meets member needs.

By Annie Sebastian | Feb. 13, 2006

Employee buy-in is always critical, especially in the fast paced, high-pressure call center environment. Developing an effective incentive program is Financial Resources’ strategy for call center success.

By Annie Sebastian | Jan. 30, 2006

A spike in the rate of attrition has lead some credit unions to explore new ways to retain their call center employees.

By Annie Sebastian | Jan. 9, 2006

As credit union call centers gain strategic importance, understanding the questions and issues related to call center structuring and managing is a necessary starting point.

By | Sept. 26, 2005

Credit unions are continually challenged with using accurate metrics to measure and improve productivity, resource needs, and member satisfaction.

By APPRO Systems, Inc. | Aug. 29, 2005

Credit unions have a core mission to provide members with great service. Here are a few ideas for improving your member interactions.

By APPRO Systems, Inc. | July 25, 2005

How Arkansas Federal Credit Union reduces abandonment rate and improves online member support with a high-performance communications management solution

By APPRO Systems, Inc. | June 27, 2005

As credit unions strive to achieve excellence in member service, call centers become the hub of member communications and the latest focus for generating revenue.

By Jay Johnson | June 20, 2005

Results from a recent Callahan survey indicate that the industry’s IT/ecommerce expenditures will account for 8-10 percent of operating expenses in 2005.

By APPRO Systems, Inc. | May 23, 2005

Attracting and retaining members through better member service has received increased attention as credit unions increasingly have to compete with larger financial institutions.

Lending nirvana is a four-step process representing the ultimate in online lending. The first step is to unify the front end experience and point of sale.

By Apropos Technologies | Feb. 28, 2005

Member service represents the front line of your organization, and a member’s experience is often measured by the way inquiries are handled by the contact center.