Transitioning Experienced Call Center Agents from Service to Sales

In our industry, we’ve been witnessing a major transition from customer service to sales. To understand why this shift is happening, you have to take a look at the initial purpose of call centers: to cut costs and improve customer satisfaction.  Over time, neither of these goals were being met for particular big businesses, like financial services.  In fact, the need for the proper training...

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The Pros and Cons of Bring-Your-Own-Device to Credit Unions

What do Target, Snapchat and Kickstarter have in common? Compromised customer data. In the case of Target, hackers obtained critical financial data like debit and credit card numbers from customers. The Snapchat case revealed a security issue with user phone numbers, and Kickstarter was hacked for user data like phone numbers, email addresses and passwords. I develop management training for many...

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American Mobile and Tablet Use Continues to Boom

Many of us consider the most important item we carry, excepting a wallet and keys, to be our mobile device.  It’s no wonder smartphones and tablets have gripped the nation: it’s an instant lifeline to news, work and the world at large. Nomophobia, the fear of being without a mobile device, may just be the 2014 word of the year. According to Ed Tech Magazine, nomophobia is a real disorder,...

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PEOPLE, PEOPLE and PEOPLE—It’s Your Culture

by Bradley J. Baumunk When someone asks what three things matter the most in real-estate, the answer has forever undoubtedly been “location, location and location!” What would your answer be if someone asked, “What matters the most to your customer experience (CE) or Net Promoter Score (NPS)?” Well, the same rationale holds true for CE, NPS, customer care, sales and retention—only...

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Call Center Security: What are the risks for credit unions?

Fraud and identity theft are old crimes, but the integration of digital means of sharing information makes the statistics of identity theft much easier to track. According to a new report from the U.S. Department of Justice, 7% of households reported some type of identity fraud in 2013. Identity fraud occurs across all subsets of the American population, with a slightly higher incidence for those...

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How to Retain Call Center Staff

Turnover rates are among the biggest struggles in the contact center industry. The key to higher retention rates is simple: greater attention to motivating, nurturing and developing call center staff. The retention and motivation of your staff has a direct relationship with your customer base. In other words, if your agents are committed to your business, your customers will be, too. In this...

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