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News : Sharpen Technologies Helps Vibrant Credit Union Improve Member Services

#contactcenterworld, @sharpentech

Indianapolis & Moline, IL, USA, Sept, 2018 -- Vibrant Credit Union has improved member services and increased operational efficiencies using Sharpen Technologies’ agent-first omni-channel cloud contact center platform.

Vibrant has used the Sharpen platform to create video kiosks at its branch locations. The kiosks enable members to interact with video tellers who provide personal banking, lending and mortgage services.

"Because of the Sharpen-powered video kiosks, we’ve reduced member wait time at our branch offices by 90 percent," said Vibrant’s vice president of member experience, Joanie Dean. "Currently, our wait time is less than half that of the industry standard."

The kiosks have also resulted in more efficient staffing and improved quality of service.

"Using video tellers has enabled us to centralize our loan officers at our corporate center," Dean said. "Since members can access lending services via the kiosks, we can now serve our membership with 15 loan officers instead of the 20 we previously needed. This has allowed us to better use our time and better serve our members, all while adding seven branches."

Having centralized bankers has also made it easier to train staff and manage performance. "A centralized lending team has resulted in improved compliance and better service," Dean said.

Sharpen’s call routing capabilities have led to additional benefits.

"We’ve used Sharpen to route overflow calls to branch staff," Dean said. "This has helped us maintain service levels during spikes in call volume. And because our branch locations often have opposite times when they’re busy and slow, we’re optimizing staff availability for even greater efficiencies."

Vibrant has also used Sharpen’s analytics and reporting features to get more insight into contact center metrics.

"Sharpen has given us a lot more insight into data and it’s easy to manipulate so we can see at a glance the KPIs that are most important to us," Dean said. "This has helped us better coach agents, which has further improved member services."

"Since initially replacing our Cisco system with Sharpen, we’ve come a long way," said Caleb Randol, Vibrant’s member call center manager when the purchase decision was made. "The Sharpen platform has enabled us to take our contact center to the next level with automated features such as pre-set holiday messages and so much more."

"The Sharpen team has proven reliable and quick to respond when we’ve had questions," said Tarre Kroft, Vibrant’s business analyst. "This, combined with the platform’s omni-channel features, in-depth insights, and ease-of-use, have ensured a fast return on investment and peace of mind that we can provide the best member experience possible whatever the future holds."

#contactcenterworld, @sharpentech

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


About Sharpen:
Company LogoSharpen is a cloud native contact center platform that enables customer experience teams to establish a better relationship with their customers. This global platform eliminates costly on premises hardware, increases agent efficiency and makes customers happier through frictionless interactions. Sharpen is committed to building a global community of companies who believe that a happy customer is a loyal brand advocate waiting to happen.
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Today's Tip of the Day - Voice Mail

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

Published: Tuesday, September 11, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Workforce Management

 
1.) 
Aspect Software

Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.

Agents can also manage their scheduling need...
(read more)
PH: 1-888-547-2481

2.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
PH: 2816165711

3.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

4.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

5.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

7.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

8.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
PH: 0217991445

9.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 

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