As digital strategies continue to proliferate throughout the credit union industry, the contact center has become essential.
Calling a company about an issue can be a miserable experience. Being transferred to four departments and having to explain an issue, not to mention basic account information, four different times will frustrate the most patient consumers. These experiences have given the call center a bad image in the minds of consumers. Stereotypes of call center agents who do not speak fluent English failing to understand a problem have been burned into the American culture. However, the necessity for remotely assisting consumers has never been greater. Redesigning the call center into a contact center will enable credit unions to give their members excellent service. It will also empower credit unions to continue learning about their members through every interaction.