Call Center `Practice' Winners Are Honored

ALBUQUERQUE, N.M. – The `Best Practices Awards’ for credit union call centers have been announced by the New Mexico Credit Union League, sponsor of the annual Call Center Conference in Las Vegas. The awards, an inaugural event, are given in three categories: technology, employee development and processes. Technology went to Julie Moran, information center manager of Digital Federal CU, Marlborough, Mass., for an entry describing a “unique” software program to keep track of customer information. The employee development award went to Gwendolyn Turner, Communications Center manager, of NRL Federal CU, Oxon Hill, Md. for development of goal-planning materials and a staff rotation program. The process prize went to Jenny Turner and Barbara McMillen, managers at GECU, El Paso, Texas for an entry detailing a successful outbound program to recapture loans.