by. Bill Prichard
It’s not the imaginative leap, but the operational challenge that makes efficiency in the age of “always on” access so puzzling. It is necessary – though not always easy – to provide the seamless, omnichannel experience members expect. But here’s the rub: That technology can’t take the place of human interaction. To provide excellent member service today, you must be available on every front.
The need for human availability isn’t just a Baby Boomer thing, either. According to a June 2013 study by Filene Research Institute, Gen Y consumers are more likely to contact a call center, visit a branch and/or drive up to an ATM than any other segment. All this at a time when branch operations are undergoing massive transformation in order to stay competitive.
How do credit unions rise to this operational challenge? And – even more pointedly – how do they excel, given the superhuman requirements that these demands place on operations?
“We help credit unions grow their business by giving members the freedom to manage their financial lives on their own terms,” says Carol Cline-Parton, Vice President, CO-OP Member Center. Credit unions that work with CO-OP Member Center enjoy the flexibility of 24/7 availability without the requirement of 24/7 in-house staffing. Members accustomed to managing their finances anytime using smartphones and tablets especially like having an on-call resource to help resolve questions and issues, such as disputed card charges or balance inquiries.
It’s not the imaginative leap, but the operational challenge that makes efficiency in the age of “always on” access so puzzling. It is necessary – though not always easy – to provide the seamless, omnichannel experience members expect. But here’s the rub: That technology can’t take the place of human interaction. To provide excellent member service today, you must be available on every front.
The need for human availability isn’t just a Baby Boomer thing, either. According to a June 2013 study by Filene Research Institute, Gen Y consumers are more likely to contact a call center, visit a branch and/or drive up to an ATM than any other segment. All this at a time when branch operations are undergoing massive transformation in order to stay competitive.
How do credit unions rise to this operational challenge? And – even more pointedly – how do they excel, given the superhuman requirements that these demands place on operations?
“We help credit unions grow their business by giving members the freedom to manage their financial lives on their own terms,” says Carol Cline-Parton, Vice President, CO-OP Member Center. Credit unions that work with CO-OP Member Center enjoy the flexibility of 24/7 availability without the requirement of 24/7 in-house staffing. Members accustomed to managing their finances anytime using smartphones and tablets especially like having an on-call resource to help resolve questions and issues, such as disputed card charges or balance inquiries.
- See more at: http://co-opinsightvault.com/2014/08/credit-unions-can-grow-by-giving-members-greater-freedom/#sthash.DWhMhizy.dpuf
It’s not the imaginative leap, but the operational challenge that makes efficiency in the age of “always on” access so puzzling. It is necessary – though not always easy – to provide the seamless, omnichannel experience members expect. But here’s the rub: That technology can’t take the place of human interaction. To provide excellent member service today, you must be available on every front.
The need for human availability isn’t just a Baby Boomer thing, either. According to a June 2013 study by Filene Research Institute, Gen Y consumers are more likely to contact a call center, visit a branch and/or drive up to an ATM than any other segment. All this at a time when branch operations are undergoing massive transformation in order to stay competitive.
How do credit unions rise to this operational challenge? And – even more pointedly – how do they excel, given the superhuman requirements that these demands place on operations?
“We help credit unions grow their business by giving members the freedom to manage their financial lives on their own terms,” says Carol Cline-Parton, Vice President, CO-OP Member Center. Credit unions that work with CO-OP Member Center enjoy the flexibility of 24/7 availability without the requirement of 24/7 in-house staffing. Members accustomed to managing their finances anytime using smartphones and tablets especially like having an on-call resource to help resolve questions and issues, such as disputed card charges or balance inquiries.
- See more at: http://co-opinsightvault.com/2014/08/credit-unions-can-grow-by-giving-members-greater-freedom/#sthash.DWhMhizy.dpuf
