Each year, banks and credit unions set goals around customer or member experience, yet more often than not, many fall short. Several factors effect experience metrics, but one of the most impactful is “runaround.” The term describes a customer’s experience of being passed from one service representative to another without receiving a clear, accurate, and actionable answer. Giving customers the runaround erodes institutional trust and credibility, while negatively impacting customer experience and the bottom line.

So why are banks and credit unions plagued with this problem, and what can be done about it?

In this webinar, we’ll address both questions and discuss 3 keys to fixing the problem.

You will learn:

-Tips for writing content to enable your employees to find information, fast

-How to create a process to eliminate the drivers of “runaround”

-What technology is needed to fix the problem

-The impacts of runaround on compliance, back office operations, and the bottom line

Register to view the recording!

Speakers

Al Rosenbaum

EVP of Customer Success

SilverCloud Inc