TOPIC: Telephone Banking

Why Community Banks Need to Offer Dynamic Overdraft Limits

There are many proverbs about the consequences of "standing still" and how the concept connotes inertia, or the lack of progress or growth. One well-known example is attributed to author Timothy Ferris: "Many a false step was made by standing still." While the concept is applicable to many things like major life decisions, risk-taking and business models, it also can be accurately attributed to overdraft limits. Are your limits standing still? In other words, are you offering only static, one-size-fits-all limits? If so, chances are that your overdraft revenue is likewise static.

    FREE CBANC Webinar 4/25 @ 2PM EST "Optimizing Your Policies and Procedures"

    Person at a Company (USA)

    Happy Friday everyone! We're having a free webinar compliments of our partner, Silvercloud, on 4/25 at 2PM EST on how to optimize your policies and procedures so your front line can enforce them properly and save time and confusion when dealing with customers.

    Al Rosenbaum, EVP of Customer Success and Marketing at SilverCloud, joins us to cover:

    Why the structure of policy, procedure, and product manuals are critical to the success of your bank or credit union
    The impacts these manuals have on employee experience and productivity, customer/member experience, and leadership strategy
    How to reinvent and architect your policy, procedure, and product manuals for success (less rework, greater revenue).

    If you can't make the live event register anyway to get the replay.


      Network device patching polilcy

      Employee at a bank ($879MUSA)

      Hi I am looking for an example of a network device patching policy for routers/switches etc, i was wondering if anyone could share one with me or point me to best practices example of such a policy. Thanks for your help.

        2017 Credit Union Call Center & Benchmarking Survey

        The results are in from this year’s 2017 Credit Union Contact Center Benchmarking Survey conducted by Strategic Contact. Register to learn how your institution stacks up and what key trends will impact your strategy for the year ahead. Registrants will also receive a link to download the results of the survey following the webinar.

        Join Lori Bocklund, President of Strategic Contact, and Al Rosenbaum, EVP of Customer Success at SilverCloud Inc., as they discuss the impact of and insights behind this year’s results. Gain a better understanding of the current industry landscape, while learning how to improve your member service and respond to growing competition. In this webinar, we’ll focus on:

        • The tensions, drivers, and disconnects behind a strategy focused on member experience
        • The challenges of relying on training, coaching, and development to address issues of high call volume and attrition
        • Call center staffing issues, metrics, and technology usage trends and gaps
        • Current approaches to reducing workload and improving agent performance
        • & much more

        Register today to secure a spot!

          Voice Over IP VOIP

          AVP at a bank ($741MUSA)

          Consideration is being given to migrating from our traditional legacy telephone system to VOIP. Who are the high quality major/commercial VOIP vendors out there that also have good call center software? Also, what considerations should be incorporated into a service level agreement relating to VOIP services for financial institutions? What other points need consideration; like cybersecurity, information security, the need for a stand alone VOIP policy, does this make IT audits more difficult, etc.? Are there any "hot button" issues relating to examiners when they find a VOIP telephony in the institution?​

            Branch Network Planning Strategy White Paper - TRUPOINT Partners

            Embrace the Branch Strategy Revolution! Industry Trends Demand that Banks Rethink their Branch Strategy to Compete.

            Banks face a branch strategy revolution. Changes in consumer behavior, delivery channels, innovation and compliance requirements are forcing banks to adjust their branch networks in order to remain competitive.

            In this White Paper, you’ll learn how leading banks are right-sizing their branch network, using new tools to increase profitability, reduce cost, improve customer service and maintain compliance.

              Digital Banking Solutions - Copilot Platformation

              Employee at a bank ($3.6BUSA)

              Has anyone had any experience working with an integrated platform of Copilot & Nicola Banking System? Would like to hear how it works along with the pros & cons of this platform? We are currently on Laser Pro and comparing it to this software. Any guidance or additional information is greatly appreciated!

                Online Banking for Organizational Accounts

                Person at a credit_union ($593MUSA)

                I have a question regarding Online Banking/Telephone Banking for organizational accounts (i.e., Booster Clubs, Sports Clubs, etc.)

                Do you offer online banking to organizational accounts where the authorized signers may change from year-to-year. If so, do you have an agreement that the President/Organization must sign to show that they hold complete responsibility of changing their passwords on the account in the event a signer has changed?

                If you have such a form, would you be willing to share it. We have concerns with granting organizational accounts with online or telephone banking without having some agreement in place that states they are responsible for maintaining the access to their accounts as signers change.