Credit union members often cite exceptional member service as a reason for choosing their credit union over a larger bank, so it's essential for credit unions to maintain high service standards. Char Sears shares how Unitus Community Credit Union is using conversation insights to improve call center agent coaching and improve the member experience across the larger organization.
[0:00]
Char
I think this ties into some of the operational metrics and data points, and how we're starting to marry our voice-of-the-member feedback.
[0:16]
Char
I think part of this is really surfacing the insights quickly that are relevant to emerging issues, and that creates that opportunity for action to be taken to mitigate and improve the results.
[0:30]
Char
At the employee level, your employees want to be armed with relevant information, tools, and the authority to carry out their mission.
[0:39]
Char
How I see it now is that, upstream, the coaches and champions can be more targeted with the agent support, but then also start collaborating and liaising with folks beyond those four walls to really affect change.
