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News : Navy Federal Credit Union Ranks No. 1 for Customer Experience Excellence

#contactcenterworld, @NavyFederal

Vienna, VA, USA, Oct 28, 2019 -- Navy Federal Credit Union remains the industry leader for a second consecutive year, ranking No. 1 among U.S. companies in KPMG’s 2019 U.S. Customer Experience Excellence Report. The credit union is being recognized for delivering the best customer experience, taking the top spot over 295 brands across 10 business sectors.

"Our mission is to serve as our members’ trusted financial partner for all of life's important decisions," said Mary McDuffie, president/CEO of Navy Federal. "Our entire team is committed to meeting our members’ needs and we are always looking for new ways to make the member experience even better."

KPMG ranked brands across Six Pillars of Customer Experience Excellence to identify the leaders in each country: Personalization; Integrity; Expectations; Resolution; Time & Effort and Empathy. Navy Federal is one of only five brands to receive a score 8.5 or more.

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"KPMG’s research shows us that leading organizations have built unique emotional connections with their customers, and continue to deliver impactful experience across the customer lifecycle," said Julio Hernandez, U.S. Customer Advisory Practice Lead, KPMG LLP. "Navy Federal Credit Union once again tops our leaders table because our research indicates that they have a personal, individualized understanding of their members, allowing them to put their members firmly at the center of their decision making."

The research for this year’s U.S. report was conducted via an online survey and was completed in May 2019. A total of 7,552 U.S. consumers who had interacted with a brand in the last six months were interviewed. Each brand needed a minimum of 100 consumer responses to be considered.

#contactcenterworld, @NavyFederal

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Navy Federal Credit Union:
Company LogoNavy Federal has more than three million members and over $12 billion in assets. Navy Federal operates 92 member service centers and 241 proprietary 1CNo Surcharge 1D ATMs worldwide. The credit union primarily serves military and civilian personnel in all branches and their families.
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Today's Tip of the Day - 5 MORE Ways To Demotivate Staff

Read today's tip or listen to it on podcast.

Published: Thursday, October 31, 2019

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2020 Buyers Guide Recording

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

3.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003
 

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