PODCAST: Empathy in service

Strengthen member connections with personalized interactions.

April 16, 2021

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.

You can listen to the CUNA News Podcast in Apple's iTunes StoreGoogle PodcastsSpotify, and Stitcher Radio.

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