Staffing the Contact Center for Digital Transformation

Member expectations have changed, with greater emphasis on digital and self-service options for credit union members. Transforming credit union products and services to provide digital-first service can seem daunting. But meeting members at their point of need contributes to improved member satisfaction and loyalty. The contact center plays a pivotal role in digital transformation and meeting members where they are: on their screens.

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Watch as Glia’s Rick DeLisi and Laurie Bruggenwirth of Ascentra Credit Union discuss how Ascentra approached implementing Digital Member Service. The conversation covers lessons learned, how to staff operations for success and member satisfaction, and the evolution to a digital-first contact center. 

Then, explore how you can provide digital-first service to your members by requesting a personalized demonstration.