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About the webinar

“Omnichannel” is one of those words (like “personalization” and “big data”) that’s quickly earned a spot on the CX buzzword Bingo card. It’s overused and (often) abused. But at the heart of every great member experience is an interaction that’s easy to navigate for your members and your MSRs. Did you know nearly 70% of members are interacting with their credit union through more than one digital channel each week? And, of those, almost 60% of them are also showing up to your branch.

What are you doing to implement a secure and smooth omnichannel experience? And, how does a new omnichannel process impact your MSRs?

Listen in to learn what steps to take when implementing a secure omnichannel experience - from technology to people. MNet’s Veronica Stauffer and Jeremy Drinkard chat with Murph Krajewski to detail a seven-point plan for a successful omnichannel experience.

In this webinar you’ll learn:

  • What a secure omnichannel service experience looks like for a modern member in your credit union
  • How to keep people at your core while scaling your automation platforms and processes
  • What success looks like for your members when you move to an omnichannel customer service platform

Who should attend:

  • Member Services Managers / Directors
  • Member Experience Executives
  • VP of Operations / COOs
  • IT Directors / CIOs

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.