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Managing the Agent Experience through Change Management - A Case Study

Monday Apr 1, 2:00 PM – 3:00 PM EDT — LISTEN TO RECORDING


How Vibrant Credit Union Used an Employee-Fueled Customer Experience to Save ~$1M 

Vibrant Credit Union’s people-centric approach to business turned into rapid growth for the financial institute. As the company scaled and focused on innovating banking, VP of Member Experience, Joanie Dean, supported the growth by empowering her contact center agents.

 

With full adoption of company change, her team was able to scale through a series of five mergers and double their branch locations. At the same time, they reduced costs by ~$1 million annually and improved both the employee and customer experience.

Listen in as Joanie talks through the tactical approaches of her change management strategy.

 

In this webinar, hear the tactics on how Vibrant Credit Union:

  • Saved ~$1 million annually in FTE costs without ANY loss in headcount
  • Scaled from 8 branches to 16, while improving employee and customer satisfaction
  • Transitioned traditional bankers into member-centric problem solvers in their contact center
  • Trained & supported the contact center team
  • Presenters:

    Joanie Dean, VP of Member Experience, Vibrant Credit Union

    Vibrant-Credit-Union.Joanie Dean

    Joanie Dean, VP of Member Experience, Vibrant Credit Union

    Joanie is the resident Sherlock Holmes. If you call or write into the credit union with a puzzling issue that is inexplainable, Joanie and her team solve the puzzle and get to the bottom of the mystery. She can literally explain anything and everything Vibrant. Joanie’s learned all the ins and outs of banking throughout her almost ten years in the industry. She's held many different titles including: Financial Service Officer, Branch Manager, Mortgage Sales Manager, Personal Banking Manager, Member Contact Center Manager, the list goes on and on. When she’s not at work she can be found with friends or family, the more the merrier! If it’s an especially good day you’ll find her at the happiest place on earth, she’s Disney obsessed.


    Pam Hynes, Chief Operations Officer, Sharpen

    Sharpen.Pam-Hynes

    Pam Hynes, Chief Operations Officer, Sharpen

    Pam is an experienced leader in providing cloud-based communications and engagement solutions to contact centers. Her understanding of the business of contact centers is a result of 30+ years’ experience working with Contact Center leaders around the globe. Pam has run support, implementation, operation and client success teams that were focused on customer experience. With each of these teams, she helped define the ways companies should engage customers to provide the highest levels of customer experience and has become a published author on the subject.