The latest from Steve Holmes

May 26, 2023 - by Steven Holmes, SWBC

Call center strategies that enhance CX and drive revenue

As your credit union’s member base expands, it is important to ensure your call center operations remain efficient while providing the level of service existing members have come to ...

Apr 5, 2023 - by Steven Holmes, SWBC

Combating call center agent burnout during stressful economic times

There’s no getting around it—the past few years have been stressful. This month marks the third year since COVID-19 completely disrupted our realities. The anticipated “new normal” never ...

Jun 23, 2014 - by Steven Holmes, SWBC

What’s the #1 contact center problem?

You stroll into the call center this morning to find two of your agents called in sick….yet again, another 10% are tardy, and most of the others are either ...

Apr 9, 2014 - by Steven Holmes, SWBC

Contact center member service trends for 2014

As the economy continues to improve in the US and around the world, 2014 is looking to be a good year for technology investments that are supported by a sound ...

Dec 24, 2013 - by Steven Holmes, SWBC

Multi-channel contact centers: DOs and DON’Ts

The concept of multi-channel contact centers has been a topic of much discussion in the call center industry for over fifteen years. While most companies agree that this is the ...

Oct 23, 2013 - by Steven Holmes, SWBC

Call Center: 6 best practices for hiring agents

Of all the challenges that can haunt a call/contact center, high agent turnover/attrition has got to be the worst. You spend all that time and money recruiting and ...

Jul 23, 2013 - by Steven Holmes, SWBC

Call Center Outsourcing: Mini & Major Disaster Protection for Your Credit Union

Credit unions must traditionally spend significant time with disaster recovery planning/strategy for overall operations.  This is an age-old industry requirement tending to focus primarily on backup for the credit ...

May 30, 2013 - by Steven Holmes, SWBC

MSR Turnover: The Silent Killer of Profits

No matter the industry, call centers are infamous for high turnover.  The costs of agent/MSR turnover can be the single largest cost variable in a call center, or member ...