White Paper

Designing the Contact Center of the Future - One Page Summary

By CUNA Councils

posted 09.16.2020 (o & me)

This is a one page summary of the full white paper.

Contact centers play a crucial role in connecting the credit union with members. As contact centers evolve beyond call centers, experts predict credit unions will use them more holistically to provide high quality member experience in a variety of delivery channels.

The COVID-19 pandemic emphatically underscores the role of the contact center, with member interaction rising rapidly while brick-and-mortar branches were closed. While contact center interactions declined as branches reopened, experts participating in this white paper noted they remain significantly higher than pre-pandemic levels.

This white paper shares examples and case studies from several credit unions and identifies opportunities for preparing the credit union’s contact center for what lies ahead, including:

  • Technology that will help credit unions streamline interactions.
  • Advances that could transform call center expectations.
  • Options for adding video interactions to contact center capabilities.
  • Improvements in contact center security through voice biometrics and other approaches.
  • Exploring ways to support employees, help them work together in designated teams, and use outsourcing and outbound calling effectively.
This resource is only available to members. Please login to download or explore member benefits and join today

 

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