In recent years, we have had the pleasure of being immersed in the credit union industry. We’ve fielded comprehensive benchmarking surveys that cover contact center operations, metrics, technology, and resiliency. We’ve facilitated advisory group meetings and roundtables in which CU contact center leaders discuss significant accomplishments, challenges, and plans. And we’ve worked with many CUs… Read More »
It’s said a picture paints a thousand words. We help clients craft “elevator stories” about their contact centers (with associated visual images) so company leaders fully understand the centers’ value and needs. We also help them prioritize projects and investment opportunities into clear calls for action focused on a few recommendations with the greatest returns…. Read More »
Many of our clients want to know how they compare with centers of like size, maturity, and industry. They’re often drawn to benchmarking resources and other studies and surveys. While interesting, the data that drives these reports do not necessarily reflect what the best centers do, nor do they focus on what’s possible. And even… Read More »