3 Strategies to Attract and Retain Contact Center Talent

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For credit unions, the contact center is often the entry point for members looking to resolve a perceived problem with their account or report potential fraud. Some callers enter the conversation feeling anxious or annoyed—or worse, angry or threatened. It’s the agent’s job to analyze, investigate, and correct the issue with empathy, professionalism, and grace, which can be a challenge, especially during times of high traffic or stress.  

The complexity of the products and solutions offered in personal finance, combined with the need for compassion—especially in the case of fraud or financial distress—requires the right balance of technology and skilled agents. In Velera’s latest blog, Justin Browning, managing vice president, Contact Center Operations at Velera, talks about three areas credit unions can focus on to find, attract, and retain top contact center talent.

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Velera is a preferred business partner of Cornerstone Resources, a wholly owned subsidiary of Cornerstone League.