Member Satisfaction, Metrics, Coaching Covered at Next Generation Contact Center Event in October
There is always room to further enhance the performance and member satisfaction of a credit union's contact center, which will be the focus of MCUL's Next Generation Contact Centers event, held in Bay City, Oct. 29-30, with pre-event networking the evening of Oct. 28.
Popular industry expert Don Arkell will be on hand to discuss Uncovering Member Insights to Improve the Metrics that Matter. Attendees will leave with strategies to accurately measure and improve member satisfaction to foster loyalty and retention, understand the balance between efficiency and quality service to optimize performance, and gain insights into setting and achieving service level targets to ensure timely and effective member support. Arkell is also slated to present the session, "Beyond the Phones: Mastering Remote Delivery in a Contact Center."
Participants will benefit from quality networking time, including hearing from other attendees in the popular “Say it in Seven! Peer Insights” session and during the “Time to Talk! Panel Discussion.” Additional information is available here.
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