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 […]
Optimize Staffing During the COVID Crisis
COVID-19 has changed how every organization interacts with its clientele. Tasked with everything from new cleaning and sanitizing regimens to enforcing social distancing guidelines, banking leaders struggle to balance customer or member satisfaction and safe, efficient operations. Stephen Griffin, Senior Vice President, Regions Bank and Jean-Pierre Lacroix, president of SLD, a pioneer in designing retail […]
How Regions Bank Makes Customers Feel Safe
While many states are reopening or adjusting their restrictions, banks and credit unions must deliver nimble responses to demands from customers and employees for safety. As COVID becomes a long-term reality, striking the right balance between efficient operations, growth and safety for consumers and employees is key. To gain insights into the strategies banks and […]
How to Keep Virtual Meetings Engaging
While essential businesses across the country are slowly reopening, large enterprises are encouraging employees to continue working from home. Sales travel also remains on pause. The best way to stay connected with your team, sales prospects, or clients is to engage with them in the most personal way possible right now. That’s largely through the […]
Retail Experience Package Helps Brands Safely Re-open Locations with Virtual and In-Store Appointments
Retailers are beginning the reopening process, but the landscape has changed dramatically in a few months. Consumers are uncertain about how they want to interact with brands, and a patchwork of guidelines across states impacts how and when national retailers can open their doors regionally. Engageware created the Retail Experience Package to help address these […]
How Fifth Third is Sustaining Customers & Community During COVID and Beyond
When COVID caused widespread closures in March, Fifth Third Bank pivoted quickly. They closed branches to walk-ins, promoted drive-thru window transactions, and extended the ability to make one-on-one appointments to all customers who wanted to meet with a banker either in-person or by phone. As part of the recent Future Branches Digital Summit, Engageware had […]
BankNewport’s Amy Riccitelli on Pandemic Banking and How Appointment Scheduling Made the Difference
Online and traditional media outlets have been well populated with stories of the ways that banks and other financial institutions have responded to the pandemic, and how, despite the disruptions to our normal way of doing business, have provided unparalleled levels of service to their customers in need. We spoke to one of Engageware’s many […]
David’s Bridal Turns to Appointment Scheduling to Engage Shoppers Virtually
Retailers across the country are actively planning how to safely reopen their doors or welcome customers virtually as COVID-19 social distancing orders are rolled back across the country. While experts don’t know exactly how customers will feel about shopping in stores, they are all in agreement that retail will be different in the months, and […]
Are Retailers Ready for Increased BOPIS Demand?
As states begin to gradually reopen their economies, retailers are preparing for what’s next. Brands are now re-imagining the world of physical shopping, factoring in new operational and hygiene processes, redesigned store layouts, and social distancing practices to ensure employee and customer safety. One trend that analysts expect to remain long after the pandemic subsides […]