News, trends and insight on driving growth through consumer engagement
The policy and procedure manual is often the lifeblood of a bank or credit union’s customer service team. Too often, however, this manual is written in a way that makes it difficult to find or overly complicated for front-line staff to adequately leverage. These 10 tips can help you write policies and procedures so that…
How your policies and procedures are hurting staff productivity and eating into revenue growth Join us at 2:00 pm EST to learn how your policy and procedure manuals are setting your bank or credit union back. We will look at real industry case studies and discuss this pervasive industry problem, plus offer solutions for turning…
February 1, 2017, Portsmouth, NH — Between July and December of 2016, SilverCloud, Inc., a SaaS company specializing in banking-specific sales and service solutions, signed fourteen new customers, including: Consumers Cooperative FCU $937M Gurnee, IL Co-Op Credit Union $298M Black River Falls, WI The Citizens National…
Who: Headquartered in Endwell, NY, Visions Federal Credit Union was founded in 1966 and currently serves 180,000 members with 44 branches and over $3.5 billion in assets. When: Visions Federal Credit Union implemented SilverCloud’s Top Content Widgets in March of 2015. What: SilverCloud’s Top Content Widgets solution increased…
President of Strategic Contact, Lori Bocklund can help your credit union’s call center succeed. On December 15th, Bocklund conducted an exclusive webinar discussing the state of credit union call centers today. She has completed extensive research and gathered a series of data surrounding the issues call centers have faced and what is being done to…
Tami Tenbarge, Director of Sales & Employee Development at $1.2B Evansville Teachers FCU demonstrates how she quickly went from an overloaded staff to self-sufficient, lead-producing frontline employees. In this webinar, Tami illustrates the positive service and financial impacts that SilverCloud Compass has had on their front-line staff and call center. Just two months after implementation, Evansville Teachers FCU has…
The Challenge: As a digital-only digital banking platform, BankMobile was looking for a solution to establish an improved customer relationship and increase the overall customer experience. In addition, they were in search of a solution to answer all of the customer FAQs without increasing the work load of the frontline staff and subject matter experts….
June 22, 2016, Portsmouth, NH — Between July and August of 2016, SilverCloud, Inc., a SaaS company specializing in banking-specific sales and service solutions, signed nine new customers, including First National Bank and Trust, Army Aviation Center Federal Credit Union, Department of Commerce Federal Credit Union, Provident Bank, Mission Federal Credit Union, United Solutions Company,…
Technology is changing the way credit unions operate. The National Association of Federal Credit Unions (NAFCU) recently wrote about a new trend in information technology investment among credit unions noting that “Credit unions, especially the larger ones but also more aggressive smaller ones, are hurrying to adopt technologies that will help them stay in the…
Creating a unified, omni-channel experience for customers is a key initiative for most banks and credit unions today. With numerous digital access points such as web, mobile and tablet in combination with multiple branches and the call center, customers have a variety of options when it comes to communicating with their bank or credit union…
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