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Highway engineers often say you can’t out build traffic. Expand a two-lane road to four and more vehicles come. Add two more lanes and still more motorists arrive.

If Michigan State University Federal Credit Union in East Lansing is any barometer, the same thing is true when it comes to increasing member contact options. In 2006, the credit union had 3.5 employees handling member inquiries. In 2011, Michigan State FCU hired 95 employees, 44 of them for newly added positions, to field e-mail, chats and phone calls. That worked out to 26.5 FTE positions. The number of transactions per employee has remained the same.

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