Achieving an outstanding member experience is top of mind for successful credit unions. With a vast array of product offerings, well trained agents and staff will make the difference when attracting, retaining and growing members and member referrals.
Understand the products and services members want to keep them satisfied
Record important interactions for compliance and to help with dispute resolution
Member interactions are stored in the secure cloud or on premise within your data center
Increase referrals and grow your membership
28% increase in sales | 46% time savings | 23% improvement in quality scores
Credit unions are constantly looking at ways to improve returns and benefits to members. Click2Coach ensures you have the analytics to understand why members are calling, which services need improvement and how to lower costs so you can pass along those savings to members. Accurate information from effective, helpful and courteous agents is a result of using Click2Coach's quality monitoring, evaluation and eLearning tools.
Having recorded approval of verbal authorization of transfers, trades, etc. is required by Federal law. You'll know these interactions are stored securely within Click2Coach and easily associated with a customer account number, social security number or other identifier so that you can quickly recall them when needed. Furthermore, you'll have all the tools necessary with our solution so you can use recorded interactions to coach and train agents to provide an improved member experience.
Privacy and security of personal information is mandated from the public. You can rest assured that with Click2Coach, whether stored within your data center on-premise or in the secure Microsoft Azure cloud, your data is safely encryted during transit and at rest. Only authorized users with appropriate secure credentials can access recorded data, so you can focus on improving your customer experience, quality and agent effectiveness without worrying about security.
By using Click2Coach to provide ongoing coaching to create a friendly, knowledgable staff you'll build member loyalty in ways you never thought possible. Using our eLearning tools, you'll be able to enable your staff to better engage with members for referalls and increase membership rates. Your members will benefit with lower cost of services and you can even use Click2Coach gamification to reward and motivate your agents to achieve goals.
“The success of Seattle Metropolitan Credit Union is defined by our members and the products and services they enjoy from SMCU. Our contact center is key to delivering a successful member experience. Envision Click2Coach® not only helps us remain compliant, but also assists our agents get the coaching they need to deliver tremendous member experiences.”
Contact Center Manager
With Click2Coach, you have the very best workforce optimization solution available on-premise in your own data center, or in our secure Click2Coach Cloud hosted in Microsoft Azure. We also offer the path to start on-premise and migrate to the cloud later, which gives you the flexibility and assurance that your data will follow once ready. Flexibility, security and best in class features and performance is our customer promise.
Download our infographic that highlights the ways Envision Click2Coach helps credit unions meet their business objectives while exceeding their members' expectations.
Our Click2Coach solution allows you to capture interactions through call recording, web chat, email and social media. See the interaction from your customer’s point of view, as well as, the agent’s. Find calls simply using Click2Coach’s simple web interface and take action.
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Make an intelligent impact in your contact center and to your business with the data from customer interactions
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