Despite satisfaction among credit union members continuing to surpass traditional banks by 52% vs. 38%, a 2019 FIS study revealed that digital-only banks are outpacing both by a surprising 68%*. As this digital adoption accelerates, member call centers will play an increasingly greater role in maintaining and driving member satisfaction in a evolving marketplace. This is especially true for those seeking to attract the fastest growing market segment – millennials.
However as the number of engagement channels expands, so does the complexity of calls serviced by call centers and the expectations of the customer calling in, as noted in a recent report on global contact centers by Deloitte. This has resulted in historically low agent satisfaction, which has been proven to directly impact member satisfaction. This is only expected to worsen as not only digital channels are adopted, but also digital applications.
On a recent webinar, Tony Warden, Head of Member Care, TDECU, and Boris Grinshpun, General Manager of Digital Solutions, LiveVox, discussed how credit unions can combat this trend with incremental best practices that reduce agent turnover while advancing member engagement in a digital environment. To see assets from that webinar, fill out the form on the right.