Cues Podcast

The focus of credit union contact centers has changed a lot in 20 years. While once they emphasized helping members perform transactions, today they focus on helping members deepen their relationships with their credit unions. Our guest in this episode is Terri Panhans, VP/contact center solutions for CUES Supplier member Harland Clarke based in San Antonio, Texas. Panhans talks about how things have changed and what the changes mean in terms of the skills contact center agents now need, how to measure call center performance, and more. Special thanks to our episode sponsor, Harland Clarke.In the show, Panhans says the contact center of the past was “more transactional in nature, really more viewed as a back-office function—one that was necessary, but it wasn’t perhaps driving value or being a part of the strategy of the credit union. Now I see that it is evolving into an engagement center and members’ expectations really drive that. … Many times, they will define their impression of the credit union by the e