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No Excuses: Growing a CU in a Shrinking Economy |
| Thanks to a renewed passion for service coupled with enterprise sales and service initiatives, CapCom Credit Union in Lansing, MI, has remained competitive. |
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Comerica Bank Places First in O'Connor & Associates' First Half 2008 Industry Benchmark Banking Report |
| Comerica Bank, a Cohen Brown contact center client for the past three years, placed first among 15 leading U.S. banks included in the O'Connor study. |
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In Lafferty's Retail Banking INSIDER, read the latest information on balancing sales with customer satisfaction |
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In Banking & Finance, Conny Dorrestijn moderates a discussion of ABN AMRO's successful "Best Seller" programme based on Cohen Brown programs |
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An inbound call center at a New Zealand Bank has been cited for having the world's best customer service |
 ABA Bank Marketing featured Bank of New Zealand's remarkable Call Center turnaround in an article by Cohen Brown's Ed Brown and Johanna Lubahn. To receive a free hardcopy of this article, e-mail Johanna_Lubahn@cbmg.com or call +1-310-966-1001. Learn how this call center dramatically boosted its performance by turning away from old metrics and focusing instead on having "great conversations" with their customers.
"Every call center rep, every team leader, every supervisor, and every member of management went through a rich, intensive 'call center lab', facilitated not by consultants or trainers but by members of the bank's call center leadership team... The call center managers settled on their mission: Let's do what it takes for our reps to have great conversations." |
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Don't Put Me In, Coach |
| In part three of Cohen Brown's Missed Opportunities Research series, Dr. Martin L. Cohen, discusses the importance of effective coaching. |
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Myths about Call Centers Sub-Optimize their Potential |
| Ed Brown, Cohen Brown's President and Co-Chairman, and Johanna Lubahn, Managing Director for Call Center Services, discuss a secret available to today's CEO's to improve revenue growth, customer experiences and efficiency. |
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The Triple Surprise of Call Center Missed Opportunities |
| Cohen Brown Management Group's CEO and Co-Chairman Martin L. Cohen, M.D. further examines the company's mystery shop results and shares a number of surprises. |
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Call Center Cinderella: Is Your "Biggest Branch" Your Best-Kept Secret? |
| For many industries, it comes as no surprise that call centers are powerful generators of revenue. But banking has a different history of lower expectations for call centers. A few banks are changing this, proving that clear, capable, and motivated agents can deliver differentiating service and highly profitable interactions. |
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Cohen Brown Management Group: The Organic Deficit |
| Cohen Brown Management Group's CEO and Co-Chairman Martin L. Cohen, M.D. considers how missed opportunities subvert revenue growth strategies. |
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Wanda Queen, Cohen Brown Small Business Expert, to Speak at the
12th Annual Best Practices in Retail Financial Services Symposium |
Wanda Queen, former Huntington Bank SVP Retail Group Executive and now leader of Cohen Brown's Small Business practice, will chair the first-ever Small Business track at the prestigious Best Practices in Retail Financial Services Symposium, March 21-23 in Las Vegas. Discussing missed business banking opportunities, she will lead a panel of experts from SunTrust, Capital One, US Bank, RBC Centura and Park National Bank.
Queen can also be seen presenting at a number of upcoming events including the RMA Business Women Networking Event in March and the Branch Banking Symposium in April.
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Huntington-Sky Deal Proves Developing a Strong Sales Culture Can Boost
Shareholder Value |
| Thomas E. Hoaglin, Huntington's chairman, president, and chief executive officer
expects to leverage Sky's expertise. |
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Cohen Brown Call Center Client Wins Top Bank Award At Best In The World Competition |
| Bank of New Zealand Tops All Banks at Contact Center World Awards and
Wins Silver for 'Best Customer Service' Across All Industries. |
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Cohen Brown Client, Comerica, Receives Highest Marks for Contact Center's Ability to Cross-Sell in Mystery Shop Study |
| Receiving a score twice the industry average, Comerica's contact center was ranked number one in cross-selling ability and second overall across all categories, according to an independent mystery shop study. |
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Cohen Brown Client, Bank of New Zealand, Sweeps Industry Awards for Fourth Year in a Row |
| Four-time recipient of New Zealand's CRM Contact Centre Diamond Award, Bank of New Zealand added the distinction of winning Asia Pacific's 'Best Customer Service' award. |
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Achieving World-Class Wealth Management, The Advent of BOk's Trusted Advisor Program |
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Bank of Oklahoma describes how they are achieving superior results in Private Banking.
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