Date: Tuesday, May 23, 2023

Time: 2pm ET | 11am PT

Sponsored by: CallFinder

Are you still manually reviewing calls? What was once a common practice in the call center is now a barrier to success. Manual call monitoring is not an option if you want to proactively coach your agents on data-driven insights, and ultimately improve member experience. 

Attend this webcast and you will hear from a panel of credit unions, including Centris FCU, Resource One CU, and 4Front CU on how they have modernized their manual call review processes through the power of automated call reviews.

You will learn how this innovative approach can help you:

• Shift from manual call reviews to an efficient call monitoring program/QA process
• Identify trends across all conversations versus a random sample of calls
• Switch from reactive coaching to proactive coaching
• Improve agent performance through informed, data-driven coaching decisions
• Hear 100% of your members’ voices to improve MX

Speakers:

Henry Antonov | Quality Assurance Manager | 4Front Credit Union

Nicole Crawford | Quality Assurance Specialist | Centris Federal Credit Union

Rachel McMillen I Contact Center Supervisor I Resource One Credit Union

Laura Noonan | Chief Revenue Officer | CallFinder

Dan Sorrell | Chief Technology Officer | CallFinder