FORUM Credit Union has improved member services and reduced costs as a result of deploying Customer Interaction Center™ (CIC) from Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications solutions.
CIC, an all-in-one IP communications software suite, has helped FORUM achieve these benefits through a customized Web chat survey feature, its skills-based multichannel routing and reporting, and its ability to centrally manage communications across branch offices, according to FORUM’s vice president of retail delivery, Andrew Spirrison.
“One of the neatest things we’ve done with CIC is to incorporate a feature that triggers a survey of feedback questions to members following a Web chat,” Spirrison said. “That feedback gets immediately emailed to a manager, and the member gets called back right away to resolve any open issues. We’re in the process of harnessing this same feature for member calls through CIC’s add-on application, Interaction Feedback™.”
CIC’s single-platform architecture has also benefitted FORUM. “CIC’s inherent multichannel, single-platform architecture has enabled us to route and report on hundreds of interactions daily in a simple and consistent way so we have far more insight into call and Web chat trends,” Spirrison said. “This has resulted in increased efficiencies, which in turn has helped us reduce costs and improve member services. Plus, we use these trends to develop training for our employees that focuses on the most commonly asked member questions.”CIC’s multisite support has further benefitted the credit union. “CIC has enabled us to make better use of our branch resources when we get spikes in call volume,” Spirrison said. “In the past, we would have had to explore hiring additional staff, but now we can immediately assign a few employees from our branch offices to take calls, thus cost-effectively maintaining responsive member service.” FORUM’s also made use of CIC’s remote agent support. “CIC gives our work-at-home agents the same communications applications as their corporate peers, plus it provides the supervisory monitoring capabilities that ensure the same quality of service is being delivered to members regardless of where an agent sits,” Spirrison said. “An added benefit of CIC’s remote agent support is that we can now draw people from a broader labor pool, which increases our overall caliber of staff.”