If we deploy service robocalls "your address has been updated.." etc. to customers, do we have to include the opt out option of future robocalls?
Thanks in advance.
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.
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.
Interested in thoughts on forms such as GAP coverage agreements accepted through call center personnel with "per member request" as the signature. Any experiences with regulators feelings on this? Okay as long as have phone call recorded to support? Thanks.
Would any of you be willing to share a form or letter you may be sending to customers that you are unable to reach by phone? Anything that communicates the idea that we might not have the most updated information would be helpful. Thanks so much!
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
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?
Does anyone have a sample report, they would be willing to share, that monitors technology usage within the bank. Something that shows number of mobile banking customers, mobile banking transactions, # online banking customers and usage, # debit card customers and usage, etc?
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Does anyone have a Voice over IP Policy that they would be willing to share?
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!
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.
Assist in training collection staff to remain in compliance with FNMA/FHLMC servicing initiative
A brief guide for making unsolicited phone calls.