Chasing Service Levels

April 28, 2022Posted inNewsletters
 It was a pleasure to finally be able to attend an in-person forum with Anat and the other call center managers this past month in beautiful Charleston, NC. As always, I took a lot of best demonstrated practices away from the group that will help better my team. One thing I noticed when we were all talking about metrics, was that everyone had a different service level goal they were aiming for. Some expected to…

Culture – The Greatest Intangible Asset You Have

March 31, 2022Posted inGeneral Management
Organizational Culture is defined as “corporate personality”, consisting of the values, beliefs and norms which influence the behavior of people within the organization. Organization culture influences the way people interact, the context within knowledge is created, the resistance to certain changes and ultimately the way people share knowledge and behavior principles. Culture includes the organization’s vision, values, norms, symbols, language, habits and language among the people in the organization. A shared vision and culture norms…

Digital Essentials For Community Banks

March 18, 2022Posted inNewsletters
The appetite for investment in technology appears insatiable these days.  Every division of the bank needs expensive technology investments to satisfy customer needs TODAY.  CEOs and CIOs are having a hard time prioritizing the constant, ever-growing stream of project requests and partnership integration challenges. Consider the roadmap below to prioritize (and stick to) your commitments to digital transformation. 1. Eliminate friction points at the customer level 2. Work toward a new and modern core system…