Driving Auto Lending Among Baby Boomers

For many Baby Boomers, seeking new thrills as they enter retirement is a top priority, at least that’s what a new report finds from the Transportation Research Institute at the University of Michigan. In the study, adults ages 55 to 64 were more likely to purchase a new car than other age groups, which puts some weight behind the news reported last spring that Boomers surpassed Generation Y in...

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How to Boost Employee Engagement

New poll finds 87 percent of world’s employees not engaged at work, and what to do about it Gallup’s new 142-country study on the State of the Global Workplace reports that 87 percent of employees lack engagement at work. That means that of approximately 180 million employees in the companies studied, only about one in eight workers are “psychologically committed to their jobs and...

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Making Credit Union Members and MSRs Happy

Happy MSRs make happy credit union members and drive improvement to the next level, but how do you get there? Editor’s note: Although this article focuses mainly on credit union call centers, the points made here apply to call centers in companies across all industries. As a call center consultant specializing in helping credit unions drive revenue and member satisfaction higher, I’ve...

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How Time Warner Can Make the Most of Its New Regional Call Center in Buffalo

Political leaders, business leaders and workers in Western New York have welcomed the news that Time Warner Cable plans to build a new state-of-the-art call center at the former Sheehan Hospital site on the east side of Buffalo, creating 150 new jobs in the process. Now that Time Warner has made the decision to move forward with the new call center—the site will be dedicated to serving...

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Credit Union Strategic Planning for 2014

With adequate planning, training and coaching, credit unions can capture big opportunities for growth in 2014 Beginning in the summer and continuing into the fall, credit unions are engaged heavily in planning for next year. Near the start of the planning season this year, Credit Union Magazine published an article on some of the industry’s top trends influencing strategic planning. According...

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