Harland Clarke's Tracy Gudmundson (left) and Terri Panhans
High employee turnover is a common and challenging problem for many credit union contact centers, often harming member service and raising operational costs.
While many reasons exist for high turnover, the best way to address this issue is to focus on culture, according to Terri Panhans, vice president of contact center solutions, and Tracy Gudmundson, vice president of contact center operations, for Harland Clarke.
This episode of the CUNA News Podcast, sponsored by Harland Clarke, examines the reasons for high contact center turnover, why culture is so important, the components of a healthy culture, and more.
Credit Union Magazine’s Summer 2023 issue highlights the lending outlook for the rest of the year, how credit unions leverage fintech companies to boost digital lending, the power of lending partnerships, common Bank Secrecy Act violations, and the shift board members must make when becoming chair.
