CUInsight's Greg Michlig is joined by Janet Loriot, EVP Operations at SWBC for a quick 3 question interview about evolving member experience strategies...
Three questions:
- (0:34) In your view, what are the most pressing challenges financial institutions face in delivering seamless, human-centered service?
- (3:29) How have customer behaviors and expectations shifted in the past 12–24 months, and what implications does that have for contact center design and staffing?
- (6:51) Staffing and retention remain major concerns—what strategies are proving most effective in building resilient, high-performing contact center teams?
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