CUES Emerge: American First's William Aguilar on How to Enhance the Contact Center Experience
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CUES Emerge finalist William Aguilar, Assistant Manager, Contact Center at American First Credit Union, (California), joined us to share his reasons for participating in the CUES Emerge competition for 2021, as well as how he will use this experience to advance his professional career.
William also shared his business case pitch: "Contact Center is a Destination"...
"Many people think of Contact Center jobs as being order takers only, or even a dead end job. Not so! Contact Centers often have some of the best trained front-line employees in the credit union. They are responsible for not only day-to-day banking tasks, but need to have knowledge of all the products and services the credit union offers.
With the pandemic, the need for well-trained, knowledgeable credit union staff with great customer service attitudes who could and would work the phones was never more evident.
The Contact Center is the voice of the credit union and for many members, their only encounter with us. A top Contact Center has the right people, in the right place, to deliver the best service. To do that, we must offer growth and opportunities within the Contact Center. This helps not only improve performance, but also staff motivation and retention. A well-designed, well-executed plan to provide career pathing to our valuable Contact Center staff is the focus of this business case."
Check it out and let us know your thoughts. And be sure to watch the finalists pitch their business cases to the judging panel on Wednesday, Oct. 6, 2021, at 11:00 a.m. (PST).
Big thanks to CUES and Currency Marketing for creating and producing this contest each year to foster future credit union leaders.