It’s the message not the medium!

October 11, 2011

Here we go again…introducing more new channels for delivering financial transactions to our existing customers/members—will this just be one more way to check account balances? Read more...

It’s all about consistency…

September 19, 2011

For most institutions, balance inquiry is still the #1 transaction for call center agents and it still ranks high as a primary reason for many branch visits. Why is this? Read more...

Part II: It’s Time to Engage Your Tellers in Sales

July 22, 2011

A credit union executive recently asked me a question that I believe a lot of others may be seeking an answer to right now—how do you coach to the “I'm just a teller” attitude? Here are some of my thoughts. Read more...

Capturing leads: Does it take a natural sales person, the right technology or the right motivation?

May 23, 2011

For one teller at a large CU in Texas, it's all of the above...and she's capturing up to 90 leads per week. Read more...