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Communication is one of the most important functions credit unions perform with their members. It is especially important for a credit union that uses a “virtual” banking model to provide high quality service to members. As part of the “virtual” banking model, my credit union provides services to our membership through call centers, audio response and interactive voice units, and online banking. The call center is the personal touch point of the organization. It is the first time members will draw an opinion of us based on their experience with the call center.

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