The Cloud

News, trends and insight on driving growth through consumer engagement

10 Credit Unions Sign with SilverCloud in Q1 to Enhance Operations and Sales

10 Credit Unions Sign with SilverCloud in Q1 to Enhance Operations and Sales

PORTSMOUTH, N.H. — In the first quarter, SilverCloud, Inc., a SaaS company specializing in digital support for mobile and web for banks and credit unions, signed ten new institutions to new products, including: Kern Federal Credit Union ($225 million in assets),Crescent Credit Union ($434 million in assets), Mid-Hudson Valley Federal Credit Union ($800 million in assets),…

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SilverCloud’s Employee Support Tackles Employee Questions, While Managing Masses of Documents

SilverCloud’s Employee Support Tackles Employee Questions, While Managing Masses of Documents

Every bank or credit union faces the challenge of managing thousands of pages of policies and procedures, and product information.  Over time, these libraries of documents can become a nightmare for front line staff to search as well as for departments to easily update. Creditunions.com recently highlighted the efforts of several credit unions who undertook…

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Top 3 Banking Call Center Best Practices

Top 3 Banking Call Center Best Practices

Do you work in or manage a call center at a bank or credit union? If so, you know the many challenges that come with effectively and efficiently answering every customer call – questions spanning the vast array of products and services offered at banks and credit unions. In order to make your job a…

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How To Fix Your Bank’s Intranet and Boost Productivity

How To Fix Your Bank’s Intranet and Boost Productivity

The majority of banks and credit unions today face a crippling and pervasive problem that is impacting every area of their business — from efficiency to employee productivity to revenue — and most negatively affecting front line staff that deal directly with customers (not employees). What’s the issue all these banks and credit unions have?…

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10 Ways Banks and Credit Unions Can Better Manage Complaints

10 Ways Banks and Credit Unions Can Better Manage Complaints

Without the ability to properly and effectively manage customer complaints, banks and credit unions put customer retention at risk, a direct factor in bottom line profitability. Furthermore, bank complaints and credit union complaints are closely watched by regulators meaning that more complaints means more scrutiny from regulatory agencies. So, while customer complaints are not a…

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Arizona Federal: The Secret to 95% Employee Satisfaction

Arizona Federal: The Secret to 95% Employee Satisfaction

How Arizona Federal Credit Union’s Employees get Answers From Their Intranet and Free up Key Go-To People Arizona Federal Credit Union faced a problem. Employees were not able to access the information they needed quickly or efficiently through their intranet, which meant members seeking help were waiting on hold. Consistency, availability, and accuracy of information…

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8 Ways to Improve Your Bank or Credit Union’s Customer Service

8 Ways to Improve Your Bank or Credit Union’s Customer Service

Providing exceptional customer service in your bank or credit union is important, helping to attract and retain customers in a competitive landscape. As technology becomes more robust and customer-buying habits shift, banks and credit unions must constantly be looking for areas of innovation and ways to meet the demands of a 21st-century customer. If you…

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Are your employees graduates of MSU?

Are your employees graduates of MSU?

I’m not talking about Mississippi, Michigan or Missouri State University. It’s Mark from SilverCloud’s Customer Success team, and I thought I’d share a funny story with you. Last week, I was on a call with the CEO and COO of a terrific institution. We were discussing the very common challenges they’re having with employees, and…

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