Enter “how to avoid a security breach” in any search engine and you will see no shortage of opinion and advice. Some of it salient and wise. Some of it questionable and dangerous. This article is based on twenty five years spent in the financial, health care and telecommunication industries focusing on technical and security issues. I have personally been involved in handling three significant security breaches, dozens of reputation affecting security events, and thousands of security incidents affecting productivity.
Organization size and security budget applied are irrelevant to the competency and preparedness of IT people responsible for that security. I have seen effective security programs on a shoe string budget and grossly ineffective programs with big budget, corporate authority, and scores of security people.
So, how do credit unions and other financial institutions avoid a security breach?
Do you ever stop to wonder how much you are really spending on unnecessary phone calls to your call center? You are not alone. According to a SilverCloud survey of over 200 credit unions and banks, 63% of the respondents said that their subject matter experts and managers spend more than one third of their day answering front line questions. While phone calls are an integral part of the customer experience, there are ways to decrease call center costs while keeping your customers happy.
Your business-critical documents are an essential element of your customer engagement strategy because they serve as one of the primary lines of communication between you and your customers. Poorly designed documents end up costing you more time and money on unnecessary customer service calls, low electronic adoption rates, customer frustration associated with hard–to–understand billing, lost marketing opportunities, and poor corporate image.
Here are five document design tips to guarantee a clean and concise customer communication vehicle that will not only aid in decreasing call center volumes, but will also increase your profits by driving behavior and elevating overall customer satisfaction.