The latest from Frank Kovach

Oct 15, 2018 - by Frank A. Kovach, Velera

Transform your call center into a revenue center

Once viewed as strictly operational cost centers, today’s call centers have become accountable for revenue generation and can also contribute to the bottom line. Efforts within the call center ...

Jun 1, 2015 - by Frank A. Kovach, Velera

Ask this one simple question for world-class call center service

The best and most accurate question that your credit union can ask to receive honest feedback about the quality of your call center’s service is also one of the ...

Jun 6, 2014 - by Frank A. Kovach, Velera

Listening for dollars: A powerful new paradigm for maximizing service and sales

Many credit union contact centers miss key opportunities to start sales conversations with their members because they fear that making specific product recommendations might come across negatively as “dialing for ...

May 9, 2014 - by Frank A. Kovach, Velera

6 vital management lessons your contact center can teach

Great credit union contact centers aren’t born, they’re made—by great managers and the teams they create to provide outstanding member service.  That’s why one of the ...

Mar 7, 2014 - by Frank A. Kovach, Velera

Go back to the future for a cutting-edge contact center today

Credit union contact centers are experiencing a “back to the future” moment in the contact center in which the cutting-edge power of today’s Big Data metrics has paradoxically revealed ...

Sep 10, 2013 - by Frank A. Kovach, Velera

Mission Impossible: Will Your Contact Center Accept?

Today’s credit union contact centers must be all things to all people, and as if that weren’t pressure enough, they must make that formidable task look easy and ...

Jun 7, 2013 - by Frank A. Kovach, Advisors Plus

Mystery Shopping Confidential: The Secrets Every Credit Union Should Know

Credit unions provide one of the most compelling and exciting value propositions in financial services today—lower loan rates, fewer fees and genuine member-centric service—so it’s no wonder ...

Apr 8, 2013 - by Frank A. Kovach, Advisors Plus

Getting to WOW

Successful credit unions make it their mission every day to deliver WOW member service, and there’s no better feeling than those occasions when your contact center staff knows it ...