The challenges of social distancing during the coronavirus (COVID-19) pandemic have launched the contact center to the forefront of credit union member support. The contact center serves as the ideal channel to provide crucial services and personalized assistance to members and businesses dealing with hardships.
This episode of the CUNA News Podcast features Terri Panhans, vice president, contact center solutions, for Harland Clarke. Panhans shares essential strategies for delivering empathy throughout the service experience to deepen member connections and strengthen credit union brands.
She manages all aspects of Harland Clarke’s contact center solutions, including development and deployment of solutions that help clients acquire, grow, and retain their customer bases.
In this episode:
1:38: Digital tools and personalized experiences
3:55: The evolving role of the contact center
7:32: Putting empathy into practice
9:47: How digital self-service affects the contact center
12:06: Providing a consistent service experience
15:10: Why credit unions have a built-in advantage
16:19: Adapting to a work-from-home model
20:21: Future-focused priorities