The Future of Member Service (Recorded Webinar)
We all know that exceeding member expectations and delighting them with over the top service creates loyal members…right? Not according to a study in the Harvard Business Review. In this session we will discuss the importance of meeting your member's expectations through a reduction of the member's effort. Implementing metrics that create less member effort and focusing on First Contact Resolution will ensure that your business is ready to meet the expectations of today's member; thus driving member loyalty and satisfaction.
Presented by Affinion Group and NAFCU Services, this webinar is offered at no cost to the credit union community.
Mark Jackson, Director of Learning, Development and Quality for North American Contact Centers, Affinion Group
Mark Jackson has been with Affinion Group for the past 21 years and holds the position of Director of Learning, Development and Quality for North American Contact Centers. He is a member of ATD (Association for Talent Development) and is currently the President of the Ohio Valley Chapter of PACE (Professional Association for Customer Engagement). He is a certified coach with CCUI and holds certifications with Ken Blanchard, Vital Smarts, Richardson and the Call Center School. Mark is Master Certified with Achieve Global which allows him to educate leaders on the practical application of adult learning theory. He also holds Master Certification Status with Communico which allows him to teach trainers to deliver The MAGIC of Customer Relations Program. MAGIC stands for Make A Great Impression on the Customer and is Affinion Group's approach to exceeding the customer's expectations in every interaction.
Kevin Johnson, Director of Customer Care for the North American Contact Centers, Affinion Group
Kevin has been with Affinion Group for 4 years and holds the position of Director of Customer Care for the North American Contact Centers. He holds a B.S in Agribusiness, an MBA in Global Management and is fluent in Spanish. During Kevin's 22 year tenure in the industry, he has maintained roles in the area of customer service/member experience and relationship management. He has also had the opportunity during his tenure to live and work internationally. Kevin has always been a strong advocate for empowering the front-line employees with the tools and authority to resolve issues, thus reducing the efforts needed by the member. He is a member of the Global Operations Council, Toastmasters and the Call Center School.
Affinion Group is the NAFCU Services Preferred Partner for AD&D Insurance and Identity Theft Protection. More educational resources and contact information are available at www.nafcu.org/Affinion.
Also available: Leveraging Insurance Products to Create Loyalty (Webinar) »