Like you, I have received several emails, seen numerous Facebook and Twitter posts on how banks and credit unions are handling the Coronavirus. Typically these posts and emails start with something like, “We care about your safety…” and then they talk about how they are making banking safe by cleaning their branches and protecting their…

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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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