Call Centers
8 Steps to a Successful Digital Transformation at a Credit Union
Digital transformation is necessary for credit unions to remain competitive in today’s rapidly evolving financial landscape. Embracing digital technologies can enhance member experiences, improve operational efficiency, and enable credit unions to meet their members’ evolving needs and expectations. All too often, we see credit unions doing much work to become digital or mobile-first, but often…
Read MoreA Case Study of Bold, Transformational Change
This article is for the CEOs and Chief Strategic Officers thinking BOLDLY and going where other organizations have not gone before. Recently I’ve observed and had the joy of working with a couple of credit unions making significant transformations and reinventing their business and service models. If you look at what these credit unions are…
Read MoreBuilding a purpose-driven team in 7 steps
Building an extraordinary team is essential for any organization to succeed. However, creating a high-performing team is a complex task, requiring a lot of effort, patience, and commitment from both the team leader and the team members. This article will discuss the steps necessary to build an extraordinary team. Building an extraordinary team requires effort,…
Read MoreCUSOs for sustainability and economies of scale.
Like most financial institutions, credit unions face challenges in staying relevant in a rapidly evolving financial landscape. Many credit unions have turned to Credit Union Service Organizations (CUSOs) to help them leverage their collective resources and expertise. CUSOs are separate legal entities formed by credit unions to provide specific services to their members. CUSOs have…
Read MoreAvoiding bad decisions
Decision-making is essential for any leader, but bad decisions can undermine your influence. One of the causes of poor decisions is cognitive biases. Cognitive biases are thinking patterns that lead people to make irrational or incorrect decisions. They can influence our judgment, perception, and interpretation of information, often without awareness. Cognitive biases can be dangerous…
Read MoreBefore you jump into that leadership role, read this
Starting a new job as an executive is exciting and overwhelming. You are entering a new role or organization, and making a solid first impression is essential. There is a tendency to “jump right in” and make big decisions thinking you need to prove they made the right decision picking you. That would be a…
Read MoreThe Pathway to an effective hybrid workforce
Out of necessity, the concept of a hybrid workforce has gained immense popularity due to the pandemic. However, out of urgency, most companies transitioned to a remote or hybrid workforce “on the fly.” Now companies are trying to build a sustainable hybrid model that balances the flexibility of remote work and the benefits of in-person…
Read MorePandemic – Marketing Needs to Talk!
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…
Read MoreSeeking 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…
Read More