Adapting Contact Center Training During COVID-19
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As the largest member-facing department of a credit union, the contact center has faced a unique set of unprecedented challenges due to the COVID-19 pandemic. Learn how PSCU was swift to respond to elevated call volumes (as high as 150% increase) as credit unions closed branches and altered employee work schedules. PSCU’s Carissa Upshir will provide insights into how PSCU stepped up to increase resources and service these immediate contact center needs through hiring additional reps, proactively aligning resources and cross-training employees to best serve our credit unions, while shifting from centralized to remote staffing and service.