INDIANAPOLIS FORUM CU said it has improved member service and reduced costs after implementing Interactive Intelligence Group’s Customer Interaction Center.
According to Interactive Intelligence Group, its Customer Interaction Center has helped FORUM through a customized Web chat survey feature, a skills-based multichannel routing and reporting function, and its ability to centrally manage communications across branch offices.
“One of the neatest things we have done with CIC is to incorporate a feature that triggers a survey of feedback questions to members following a Web chat,” said Andrew Spirrison, vice president of retail delivery for the $1-billion credit union. “That feedback gets immediately e-mailed to a manager, and the member gets called back right away to resolve any open issues. We are in the process of harnessing this same feature for member calls through CIC’s add-on application, Interaction Feedback.”
CIC’s single-platform architecture also has benefitted FORUM, the credit union said. “CIC’s inherent multichannel, single-platform architecture has enabled us to route and report on hundreds of interactions daily in a simple and consistent way so we have far more insight into call and Web chat trends,” said Spirrison. “This has resulted in increased efficiencies, which in turn has helped us reduce costs and improve member services. Plus, we use these trends to develop training for our employees that focuses on the most commonly asked member questions.”
Spirrison said CIC’s multisite support has helped. “CIC has enabled us to make better use of our branch resources when we get spikes in call volume,” he said. “In the past, we would have had to explore hiring additional staff, but now we can immediately assign a few employees from our branch offices to take calls, thus cost-effectively maintaining responsive member service.”
FORUM also has deployed CIC’s remote agent support. “CIC gives our work-at-home agents the same communications applications as their corporate peers, plus it provides the supervisory monitoring capabilities that ensure the same quality of service is being delivered to members regardless of where an agent sits,” Spirrison said. “An added benefit of CIC’s remote agent support is that we can now draw people from a broader labor pool, which increases our overall caliber of staff.”
