Credit Union success involves much more than cash flow and interest rates. Running a credit union — much like any industry — involves ample moving parts, all of which carry their own importance. For a credit union, the contact center serves as the bridge for customer relationships. When customer service is handled well and with ease, it serves as a competitive advantage. After all, there is nothing better for business than satisfied customers!
Enghouse Interactive’s agent-reporting technology provides a live view into current activity within the contact center. With one glance, agents and managers get a bird’s eye view on call volume, activity, and performance. When the credit union contact center is operating like a well-oiled machine, organizations can ensure that their members are getting their questions and concerns addressed in a timely manner.
Creating a setup where agents can see everything they need on one streamlined screen is key to avoiding long service and wait times resulting in frustrating interactions with overwhelmed agents. Having intuitive systems in place that helps agents navigate between screens with ease is essential. We all know contact centers that support credit unions are fast-paced. If organizations adopt a system that is cumbersome, counterintuitive, or inefficient, the result is wasted time, money, and personnel resources.
Since Enghouse Interactive offers customizable contact center solutions, credit union members are able to communicate by their preferred technology. Whether it’s via phone call, online chat, or email, any and all of the mentioned should be equipped to best meet the needs of the members. Likewise, a multi-channel system should maximize all points of contact and every bit of technology that can be employed to make agent’s lives easier should result in a better member interaction every time.
With visibility, access, and cutting-edge technology, Enghouse Interactive is in the business of success. Meanwhile, businesses can focus on what they do best: taking care of member’s financial needs.