Insights from over 100 CU Contact Center Leaders reveal trends and opportunities to empower your MSRs and delight your members!
Members call for help now, more so than ever. They need more than just an answer: they want to connect with someone who can address their issues with confidence and clarity. While training is critical, it is never enough. Your staff need knowledge at their fingertips that is up-to-date and trustworthy.
Whether your agents are at home or in the center, repurposed from the branch or sitting at an outsourcer, knowledge management is a key to their success. Their ability to quickly address member needs builds relationships. The right knowledge, accessible at the right time, bolsters your credit union contact center’s efficiency, accuracy, and agility.
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.