| 07/27/2012
Getting the Tone Right in Call Centers
Banks diligently train their call center employees on scripts and rules, but what about tone, emotion and style?
Read More.
|
| 07/10/2012
The Bank Branch of the Future Excerpt
Staffing – people make the difference
Read More.
|
| 07/09/2012
Looking to Capture Big Bank 'Refugees?' Here Are Some Keys
Did Bank Transfer Day foretell a lasting shift in customer loyalty away from big banks toward credit unions? Or was it just flash in the pan, one more viral meme that moved a bunch of people but not much money?
Read More.
|
| 12/28/2011
How to Improve Service After Bank Transfer Day
Bank Transfer Day was supposedly a shot across banking's bow — a warning of customer unrest, diminished trust and fee intolerance.
Read More.
|
| 12/23/2011
The Interruption Culture and the Post-Layoff Bank
Ask almost any banker at any level how it's going, and what do you hear? No time. We're just putting out fires. We need more time.
Read More.
|
| 11/18/2011
Managing the Conversation with Unhappy Customers
With the popularity of their industry at low levels, banks need to train and fortify their employees for speaking to unhappy customers.
Read More.
|
| 09/28/2009
Building a Dynamic & Profitable Sales Culture
Service is and always has been a hallmark quality for credit unions. Why add sales when in many cases my employees consider that a "four letter" word?
Read More.
|
| 09/17/2008
Five Traits of Top-Performing Contact Centers
What do highly successful contact centers do that sets them apart?
Read More.
|
| 08/18/2008
Lafferty Retail Banking Insider
Can't Get No Satisfaction.
Read More.
|
| 08/01/2008
Contact Centers: Overcoming The Three Rs
An article featured in BAI Banking Strategies, based on a recent white paper written by Ed Brown and Johanna Lubahn, of Cohen Brown Management Group.
Read More.
|
| 07/22/2008
CRM Insights: Language of Top Performers: Is Success Your Native Tongue?
Five common characteristics can be found in successful, evolving contact centers around the world.
Read More.
|
| 06/25/2008
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.
Read More.
|
| 06/08/2008
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.
Read More.
|
| 05/01/2008
Exceptional Client Results
In the Lafferty Group's Bank Branch Transformation in the 21st Century Report, case studies are presented for six banks identified for best practices in sales management and performance. Cohen Brown is proud that four of the six banks are Cohen Brown clients.
Read More.
|
| 01/10/2008
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.
Read More.
|
| 12/20/2007
Lafferty Retail Banking INSIDER
Read the latest information on balancing sales with customer satisfaction.
Read More.
|
| 09/06/2007
Banking & Finance
Conny Dorrestijn moderates a discussion of ABN AMRO's successful "Best Seller" programme based on Cohen Brown programs.
Read More.
|
| 09/01/2007
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.
Read More.
|
| 05/01/2007
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.
Read More.
|
| 03/29/2007
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.
Read More.
|
| 09/05/2006
Achieving World-Class Wealth Management, The Advent of BOk's Trusted Advisor Program
Bank of Oklahoma describes how they are achieving superior results in Private Banking.
Read More.
|