Conversational Banking Trends – October 2020
Engageware today released its Labs report highlighting Conversational Banking “Micro-Trends,” the detailed, low-level data driving the newest wave in digital banking. The report shows what credit unions and banks are experiencing as they deploy virtual assistants to build out their conversational banking strategy. This is not a survey of what people claim to do. This is real-time data showing real usage from financial institutions with […]
Why Banking Customers Switch: Covid-19’s Impact on Loyalty
COVID-19 has impacted us all. But as financial institutions, what impact has COVID-19 had on customer retention and switching? In a recent webinar our friends at Rivel revealed the latest data from the Rivel Banking Benchmarks that outline the impact that COVID-19 has had on customer experience and the top reasons consumers and businesses are […]
Engageware Retail Banking Customers Have Net Promoter Score (NPS) That’s More Than Twice Industry Average
Institutions with NPS Over 60 Have 26% Higher Growth In today’s climate of shifting consumer demand coupled with COVID restrictions, banks and credit unions are focusing on ways to keep customer engagement high, while also ensuring that the quality of each interaction remains a top priority. By offering online appointment scheduling to all customers, financial […]
Banking-by-Appointment Drives Rapid ROI, Here’s How
The coronavirus pandemic forced banks and credit unions to pivot quickly to retool their operational strategies. Banking-by-appointment was deployed at warp speed to ensure customers had uninterrupted access to their trusted and knowledgeable experts for everything from financial advice to account services in spite of social distancing and limited branch access. Banking by appointment shifted […]
5 Best Practices for Knowledge Management at Financial Institutions
In our most recent webinar, we address the growing need for centralized knowledge management at financial institutions, and how to master it with 5 best practices. State of Knowledge Management in Banks & CUs 2020 has presented increasing demand for financial support and services. Mortgage loan applications have skyrocketed. There is greater demand for refinancing, […]
Improve In-Branch Experiences and Physical Safety with Queue Management Software
In-branch banking has changed as a result of social distancing practices and customer preferences. But keeping customers physically spaced out doesn’t need to diminish the personal touch. Adding lobby management software to a suite of customer relationship technology gives retail banks and credit unions smart tools to keep up with new regulations while maintaining highly […]
5 Simple Website Improvements for Banks and Credit Unions
A bank or credit union’s website is one of its greatest assets. For most people their first interaction with a bank or credit union is going to their website to learn more about them or their product offerings. This is why it’s important to ensure you have a good website design and are constantly looking […]
6 Insights from Banking Chatbot Activity in Q2 2020
Q2 was a roller coaster ride, to say the least. And not particularly the fun kind. Dealing with the immediate setbacks of the Coronavirus pandemic crisis, financial customers needed support from their financial institutions more than ever. In turn, banks and credit unions had to act fast to adapt to the ever-changing climate – and […]
Webinar Recording: Empower Your MSRs to Make Every Conversation Count
Lori Bocklund of Strategic Contact and DJ Haskins from Engageware outline what survey data of 100+ CU contact center leaders reveals about the changing contact center, and how your center can better respond to today’s member needs. This webinar was hosted by Creditunions.com Highlights and key takeaways: 2020: The Year of the Agent The January […]
How Marine Federal Credit Union Keeps Employees Informed and Trained with Employee Knowledge Management
Marine Federal Credit Union leverages Engageware’s Employee Knowledge Management (formerly known as Employee Support) to keep employees informed and trained so they can easily and quickly find information to do their jobs. Watch this 15-minute interview – courtesy of CUbroadcast – with Marine Federal Credit Union Training Coordinator, Stephanie Bailey, to hear how Engageware delivers […]
Empowering Your Staff to Deliver the Experience Your Customers and Members Deserve
Your customers and members need you now, more than ever. They need answers and they need to connect with someone that addresses their questions and concerns with confidence and clarity. A June, 2020 survey of over 120 credit union contact center leaders conducted by Strategic Contact found that: 93.5% of contact center leaders report an […]
Why Appointments Skyrocket in Pandemic Environment
As COVID infection rates continued to climb in parts of the country, it became clear for banks, credit unions, and other retail businesses, that there would be no immediate return to normal. Banking-by-appointment, once a nice-to-have option, is now a critical tool to maintain efficient, safe operations and grow business in the foreseeable future. A […]