CRM call center program

At many credit unions call center agents are frustrated about productivity lost to juggling multiple channels and disparate systems as organizations turn to member-facing improvements, such as online and mobile development.

This is among the findings of San Antonio-based KIVA Group's 6th Annual Credit Union Call Center Survey, which benchmarked call center technology infrastructure, systems integration and member experience management.

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Roy Urrico

Roy W. Urrico specializes in articles about financial technology and services for Credit Union Times, as well as ghostwriting, copywriting, and case studies. Also: writer/editor of a semi-annual newsletter for Association for Financial Technology since 1997 and history projects funded by the U.S Interior Department, National Park Service and Warren County (N.Y.).

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