What is the No. 1 goal for any contact center manager in any industry? To provide world-class service. This is an invariable response that beckons…
Posts published in “TRAINING”
Rodney May, Vizo Financial, chief engagement officer Jesse Kohl, InterLutions, president In December of 2018, the Bureau of Labor Statistics reported the average cost to…
A Discussion On “Can Small Credit Unions Survive?”
by Kenneth C. Bator on April 7, 2019In addition to my consulting work, some of you know I am also passionate about managing the Police Officers’ CU Association (POCUA). It’s an organization…
The “Employees-First” Approach, also Known as “There is No #2”
by Kenneth C. Bator on March 20, 2019“The member is number one. All of you are number two!” This was part of the introductory remarks by a leading credit union executive…
Traditional Sales Training…Don’t Your Employees Deserve Better?
by Kenneth C. Bator on July 15, 2018“Have you had any sales training?” This was one of the initial questions during my first interview for what eventually began my career in the…
How to Collaborate
by Tim O'Hara on March 14, 2018BY KENNETH C. BATOR As much as we are taught in college, in CUNA school, from webinars, and from conferences there are certain things that…
Make Every Employee Part of “The Why”
by Tim O'Hara on February 18, 2018BY KENNETH C. BATOR, MBA There is a lot of talk about how consumers aren’t just looking for products and services these days. They’re looking…
Org-Chart Goal Setting
by Tim O'Hara on December 21, 2017BY KENNETH C. BATOR Employees who understand how they fit into your credit union’s grand scheme are more engaged employees, but how do you convey…
A Table for Three or Four for Goal Setting?
by Tim O'Hara on November 23, 2017BY KENNETH C. BATOR How many goals should your credit union have juggling in the air at a strategic planning session? The magic number seems…
Our Brand is…
by Tim O'Hara on October 10, 2017BY KENNETH C. BATOR Like most people I hate going to the dentist. Regardless I go every six months because I don’t like the alternative…
A Dual Purpose for Strategic Planning
by Tim O'Hara on September 19, 2017BY KENNETH C. BATOR We’re past the unofficial end of summer – Labor Day Weekend. This time also marks the beginning of two more important…
Experience Trumps Service
by Tim O'Hara on August 21, 2017BY KEN BATOR An insider’s glance into the recent Southern California Credit Union Alliance conference reveals an important takeaway for credit unions. Providing good service…