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R E C O R D E D  W E B I N A R

How to Create a Ridiculously Good Member Experience in Your Credit Union

by Measuring (and then using) the Right KPIs

Sponsored by Sharpen Technologies and MNET

As member expectations change, how you measure their experience must shift, too. Veronica Stauffer and Jeremy Drinkard are guiding a discussion to rethink your credit union’s member experience KPIs to improve satisfaction (and retention) in the digital age.

About the webinar

Almost 80% of financial services executives think their industry is going to change considerably over the next four years because of digital business trends. As operational strategies change, what KPIs will you watch to make sure your member experience remains a competitive differentiator?

Join us on September 12th for a free webinar to future-prep your KPI measurements. Discover how capturing and analyzing the right data can have a significant impact on your member experience and satisfaction. MNet’s Veronica Stauffer and Jeremy Drinkard will chat with our Murph Krajewski on what data to collect, how to analyze it, and then what actions you can take to create a ridiculously good member experience.

In this webinar, you’ll learn:

  • Which KPIs your credit union should be measuring to take your member experience from mediocre to incredible
  • How to capture and analyze your member data in the most efficient and effective way possible
  • Ways to use your data to make your member experience and retention spectacular

Who should watch:

  • Member Services Managers / Directors
  • Member Experience Executives
  • VP of Operations / COO
  • Data Analysts

About your speakers:

Veronica Stauffer

Senior Director of Advisory Services, MNET

Veronica Stauffer is a Sr. Director of Advisory Services at MNET, with over twenty-five (25) years of experience in contact center operations and software. She has comprehensive knowledge of all aspects of contact center operations, ranging from performance analysis, management of agents and contracts, as well as development of contact center budgets and education curriculum.

Veronica’s extensive contact center operational and software implementation experience prior to joining the MNET team provided her with a well-rounded foundation for addressing the complexities of business, technical, functional, and clients’ operational environments encountered in dynamic contact centers. Veronica has served in the roles of database administrator, workforce manager, operations manager, head of training, and project manager for several large, complex contact center technology implementation. She also has managed contact center operations in a multitude of industries including healthcare, marketing, hospitality and insurance.

Veronica holds a BA in English and Sociology from Indiana University.

Jeremy Drinkard

Senior Director of Implementation Services

Jeremy Drinkard is a Senior Director of Professional Services at MNET. Jeremy brings over eighteen (18) years of technical, operational, and project management experience in contact center solutions for a multitude of industries, most notably credit unions in the financial services industry. Mr. Drinkard is well-versed in all aspect of the contact center technologies and diverse contact center configurations.

Jeremy leads the dynamic professional services team that includes project managers, business analysts, engineers, and software developers, ensuring clients engagements are delivered with the highest level of quality and professionalism.

Jeremy’s extensive experience in contact center technology is gained from his previous roles as Information Technology Manager for a large contact center, training consultant for a contact center software manufacturer, project manager for over eighty (80) contact center implementation projects.

Jeremy holds a bachelor’s degree in business management and a master’s degree in Organizational Leadership from Indiana Wesleyan University.

Murph Krajewski

Vice President of Marketing, Sharpen Technologies

Murph has nearly 20 years of contact center industry experience in senior marketing roles working for leading cloud contact center providers. His experience also includes system administration roles, as well as customer-facing roles working with contact center managers to reveal the underpinnings of superior customer and agent experiences. Murph is a frequently cited customer experience professional, having been interviewed by Forbes, Inc., CustomerThink, No Jitter and other nationally renowned media outlets.