Seeking Call Center Excellence?

Call centers are driven by data and key performance measures. Setting those KPMs is both the challenge and the opportunity. One measure I frequently find for call centers is abandon rates. The averages I typically see are 5-8%. But, be careful of measuring yourself against peers on this measure because if you are just a…

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Core Integrations Like Solving Cancer?

Although this may seem like an exaggeration, it is extremely hard and costly for a vendor to connect to the core provider. Credit unions are also frustrated by these challenges because they prevent or at best slow down the credit union’s ability to provide their members the best products, services or applications. This slowing down…

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Integrations Standard – The Time Has Come

Fifty-four third party integrations to core; what does this number mean? This number represents: 54 separate IT projects that include hours upon hours of IT resources 54 separate contacts for professional services and the related costs 54 different technologies that may have to be updated or tested with every core or system update 54 times…

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