Lori Bocklund of Strategic Contact and DJ Haskins from SilverCloud outline 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. This webinar was hosted by Creditunions.com Highlights and key takeaways: 2020: The Year of the Agent The January…
Marine Federal Credit Union leverages SilverCloud’s Employee Support™ to keep employees informed and trained so they can easily and quickly find information to do their jobs. Watch this 15-minute interview – courtesy of CUbroadcast – with Marine Federal Credit Union Training Coordinator, Stephanie Bailey, to hear how SilverCloud delivers information to the fingertips of this…
Your customers and members need you now, more than ever. They need answers and they need to connect with someone that addresses their questions and concerns with confidence and clarity. A June, 2020 survey of over 120 credit union contact center leaders conducted by Strategic Contact found that: 93.5% of contact center leaders report an…
A recap of the recent webinar – 3 Opportunities the COVID-19 Crisis Uncovers for Improving Bank Operations. You can watch the recording here and the slides are available below. The impact of the Coronavirus crisis has been profound; on our personal lives, to our businesses and the economy. Bank and credit union leaders have had…
As individuals and businesses face new financial challenges amid the Coronavirus pandemic, there has been an outpouring of questions from the consumer and business banking community. The need for banks and credit unions to step up and provide digital support is greater than ever. With that, the very core of how people bank in the…
Banking has tons of industry specific terms and as a result bankers often communicate using acronyms instead of using full terms. For example, saying CERCLA instead of Comprehensive Environmental Response, Compensation, and Liability Act. If you’re new to the industry it can be difficult to understand documents and even conversations that use banking acronyms you…
Reduce onboarding time, decrease employee frustration, ensure consistent delivery, and quantify effectiveness. A centralized content strategy is at the heart of successful employee training. In this post, we outline 4 ways it can transform how your financial institution trains, retains, and ramps up frontline employees for success – so you can spend less time…
How consumers bank is changing. The digital age has ushered in a host of new fintech startups that threaten to steal market share from traditional banks and credit unions as consumers look for simpler, faster and more personalized ways to manage their money. For banks and credit unions, this means they must offer a superior…
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…
The Challenge: With a call volume exceeding the department’s capacity, Bank of Oak Ridge was searching for a solution to gain increased efficiency and employee focus by reducing backlog without adding additional headcount. Investing in additional full-time resources is both costly and time-consuming, including the cost of recruitment, salary, benefits, and bank training. Bank of…
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