'If setting goals for your employees is quick and easy, you might be doing it wrong.'

Variables pay, in the form of incentives or bonuses, continues to be a popular method of rewarding CU employees.

Consider the importance of turnover and staffing trends in your strategic planning process.

Credit unions are looking at staffing differently these days because of the challenging economy and changing technology.

CUs should monitor staffing to see not only why employees are leaving, but also why they’re staying.

For most CUs, the problem lies not with the call center metrics but with how management looks at them.