Scott Cornell, Founder and CEO of SilverCloud, was recently featured in the well-respected industry publication BAI (Bank Administration Institute) discussing information access for credit union and bank customer service staff.
Banks and credit unions manage a mass amount of information related to their many diverse and often complicated products. Credit union customer service staff are then relied upon to share this information, accurately and intelligently with customers and members. The problem is that this system puts a heavy burden on customer service staff who are expected to field every question, across every product category and explain complex financial tools that they have not been trained on. What often happens, as a result, is that customer service staff turn to “key” people within the organization for answers — killing productivity and employee morale all while the customer waits on hold.
The problem isn’t a lack of information. The problem is a lack of access to that information. The information’s there, it just can’t be found! In this just published BAI article, Scott discusses the information access issue and offers a solution for banks and credit unions.