October 14, 2020

Each year, we join our clients in celebrating International Credit Union Day. We’re grateful for their business and for the many ways they contribute to the welfare of our communities. This year’s theme of Inspiring Hope for a Global Community beautifully captures the spirit of the credit union industry, most notably during this global pandemic....

October 5, 2020

Celebrating Customer Service Week, October 5-9   Since World War II, no year has been as challenging for business as 2020.  Business operations have been turned upside down. And, in the midst of the turmoil, every business’s ability to continually provide excellent customer service has been challenged like never before. That is why, this year...

August 14, 2020

Prior to COVID-19, conversations about the future of contact centers focused on AI and other optimizing technologies, such as real time score cards on customer satisfaction. Due to continuing safety concerns, the industry talk is now about distributed staffing models and best practices for remote hiring. Even with these changes, agent retention remains a priority....