Discovering the Real Reasons Why Members Call the Contact Center

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Presented by

Mark Whitney, AVP Member Solutions Cntr, Apple Federal Credit Union and Peter Iansek, CEO/Co-Founder, Operative Intelligence

About this talk

Learn how Apple Federal Credit Union has discovered the root cause of why their members contact their center and how they’re using this data to transform the way they think about and manage the member experience. During our discussion we will address the following: *Why is understanding the reasons members contact the contact center so important? *What challenges did Apple Federal Credit Union face in discovering this information? *How did Apple Federal Credit Union use the contact center data to discover these insights? *Now that Apple Federal Credit Union has this information, what does it allow them to do differently?

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.