ARTICLES BY Ray Springsteen

By Ray Springsteen | Aug. 3, 2009

As mega-bank mergers alter the financial landscape, credit unions market their safety and soundness to unsettled consumers.

By Ray Springsteen | Aug. 3, 2009

Banking Customer Churn Can Lead to New Members.

By Ray Springsteen | July 27, 2009

According to Callahan’s Credit Union Call Center survey, 68% of credit union call centers ranked call quality as the leading measure to evaluate the performance of their agents.

By Ray Springsteen | July 20, 2009

Key strategies to improve call center service level performance and reduce member wait time.

By Ray Springsteen | Jan. 19, 2009

Many credit unions believe that the teller is the face of the organization for members. But, where do your best tellers come from? A local retailer? Other banks? The high school in town?

By Ray Springsteen | Dec. 1, 2008

The value of a robust business continuity program increases dramatically with the complexity of the business. Creating a program that has ongoing value to the entire business, developing a process that is accessible and simple to follow and designing a testing program that is sustainable are the keys to creating a viable business continuity program.

By Ray Springsteen | Sept. 15, 2008

High performing credit union call centers tailor the working environment to the needs of the agents. These call centers also create measurement programs that are seen by employees as a way to enhance overall agent performance rather than to catch mistakes.

By Ray Springsteen | Sept. 8, 2008

As you develop your 2009 marketing plan, how do you incorporate the impact of your marketing dollars at the credit union?

By Ray Springsteen | Sept. 1, 2008

High performing call centers that are aligned with the goals of the organization look at performance metrics in three areas: service performance, call quality and sales productivity.

By Ray Springsteen | Aug. 4, 2008

Due to the high profile failures of financial institutions, members are asking a new question. The question: ‘Is my credit union safe?'. How can you help members understand that the credit union is a safe and sound financial institution?