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 learn how your policy, product, and procedure manuals are setting your bank or credit union back. We will look at real industry case studies and discuss this pervasive industry problem, plus offer solutions for turning a productivity and revenue killer into a productivity and revenue driver.
In this webinar you will learn:
- Why your current policies, procedures, and product information are ruining employee effectiveness and, in turn, the customer experience
- How to re-invent your policies, procedures and product information so that you can free up as much as 60% of your managers’, training staff’s, and subject matter experts’ time.
- How to decrease employee turnover and improve your bottom line
Join us - October 26th, 2017 @ 2pm EDT.
The SilverCloud Team