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Andrew Tilbury

One of the biggest challenges facing credit union executives, managers and employees is how to continue improving member service without adding significant operational expenses. Theoretically, the multiple systems that make up the IT infrastructure at credit unions are tools for boosting productivity to free up employee time that can then be spent on members. But multiple studies and in-depth interviews with credit union leaders paint a different picture.

In fact, the very systems that should be helping employees are instead often hurting productivity.

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