ALBUQUERQUE, N.M. — The Credit Union Call Center Conference and Strategic Contact Inc., a consulting firm that focus on contact center technology and operations, announced a formal partnership to conduct a survey to measure the efficiency and effectiveness of CU call centers.
The firms said credit unions in the U.S. and Canada will have a chance to participate in the survey and get information about their call centers and those of their peers. Results are expected to be ready in time for the 2016 Credit Union Call Center Conference, which is scheduled for Oct. 16 — 19 in Las Vegas.
According to organizers, for the last 20 years the CUCCC has helped credit unions focus on the call center as the critical interface for member service. At the CUCCC, speakers and attendees speak the "credit union language," share the latest technology, and connect credit unions — regardless of asset size — with the tools necessary to deliver the service and access members need.
Strategic Contact said as CUs continue to expand their charters, call centers will "need to attain parity with the branch offices." Many members now prefer to conduct business by phone, web, mobile app, email, text, and/or other channels and may rarely, if ever, set foot in a branch.
"This sea change requires stronger lines of communication between branch operations and call centers, as well as integrated approaches to service delivery across a broad range of media," the company said.
