How will your contact center adapt to a new reality?

first_imgChange has always had an outsized impact on contact centers. Normally, it has been prompted by mergers, system conversions, marketing programs or new sign-on procedures. But now, those factors pale in comparison to what every credit union contact center has experienced in recent months due to the COVID-19 pandemic.How much change is affecting credit unions? A recent pandemic impact survey1 focused on credit union contact centers found that 75% of credit unions surveyed had either no processes or only partial processes in place for remote agents. Responding quickly to the pandemic upheaval, 71% of the credit unions moved agents home. Within just a two-month time frame, credit unions have dramatically increased their utilization of remote agents.With member service starting to stabilize in this new normal, it’s time to look at next steps. As restrictions ease and business returns to something closer to pre-pandemic levels, what is the way forward for your contact center?Reimagining Your Contact CenterIt is not hyperbole to say the old centralized contact center model has been rendered obsolete. The days of all agents working from contact centers are over. Perhaps more than any other department in your credit union, the contact center is forever changed due to COVID-19. ShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr continue reading »last_img read more

Kenyan star Rudisha out of world championships

first_imgThose conditions have not yet been met in full, and several important steps remain outstanding, he said.“I can confirm that our impression is that they really want to meet all the criteria that has been set,” Andersen insisted.“We need to work with Russia, RusAF and the authorities to remedy (the problems) and meet the criteria.“The main issue is that no meaningful testing is being conducted.”The Russian anti-doping agency (RUSADA), which Andersen said used to carry out 19,000 tests a year — a figure currently down to a couple of thousand — is also “still not code compliant (with WADA)… it needs to be reinstated”.There has been an evident culture of change, Andersen added, “but they haven’t demonstrated that this is in place”.The Norwegian also said that Russian authorities have still not acknowledged the McLaren report that pointed the finger at the state-sponsored doping. “That needs to be resolved,” he said.“We haven’t outlined in details to RusAF or Russian authority on how they deal with this acknowledgement or possible rebuttal of the findings in the McLaren report,” said Andersen.“I think that needs to be delivered by the Russians.“It’s difficult to get an excuse, but we need some sort of an explanation on how they deal with this report in the most effective way.”Andersen, who stuck with the timeline of a Russian return to international action in November, said the report was “not something they put away and say it was falsified” as they have done in the past “from the very top level down”. “We’ll see how we move forward on that.” London, United Kingdom | AFP |  Kenya’s David Rudisha’s hopes of adding world 800 metres gold to the Olympic title he won in a world record time at the same track in the 2012 London Olympics have been dashed because of injury.The 28-year-old — who ran an astonishing time of 1min 40.91sec to take gold in 2012 — took to Twitter to reveal he could not take his place in the London Stadium for the championships.“It’s sad and disappointing to announce my no show in the forthcoming #london2017 WC due to a quad muscle strain,” tweeted Rudisha, who was the defending champion.The absence of the two-time Olympic champion — whose run in 2012 was acclaimed as the standout performance of the Games by London 2012 chairman and athletics great Sebastian Coe — could pave the way for compatriot Emmanuel Korir or the man who chased him home in London in 2012, Nijel Amos of Botswana. The championships get underway on Friday.IAAF upholds Russia banRussia remains banned from international track and field competition after the IAAF ruled Monday that it had not made sufficient progress in its anti-doping fight to merit reinstatement.Russia was accused in a World Anti-Doping Agency report last year of widespread state-sponsored doping. Its athletics team was barred from last summer’s Rio Olympics and will also miss the IAAF World Championships that get under way in London on Friday.A number of Russian athletes, however, have been granted permission by the IAAF to compete as neutrals after meeting the exceptional eligibility criteria, essentially demonstrating that they’ve come through transparent anti-doping testing.IAAF president Sebastian Coe confirmed that 19 Russian athletes were in London to compete at the worlds.But the country remains excluded as a whole after the Council of the International Association of Athletics Federations (IAAF), meeting in London, voted unanimously to maintain the ban on the Russian Athletics Federation (RusAF).“The report has been unanimously approved by the Council,” confirmed Rune Andersen, independent chairman of the IAAF Taskforce looking into doping in Russia.“Material progress has been made but there are still issues that need to be resolved” in terms of reaching several of the conditions established by Council for reinstatement of RusAF to IAAF membership. Share on: WhatsApplast_img read more

Bayern look to Lewandowski in bid to catch title challengers

first_imgRobert Lewandowski scored a hat-trick against Schalke last weekend to give Bayern Munich their first win of the seasonBerlin, Germany | AFP | Polish striker Robert Lewandowski will once again take centre-stage as Bayern Munich look to catch up with their Bundesliga title challengers with a home win over strugglers Mainz on Saturday.Two days after signing a new contract which will keep him at the club until 2023, the 31-year-old will be eager to add to the six goals he has also scored this season, even as champions Bayern dropped early points in the title race.His hat-trick against Schalke last week fired Bayern to their first league win of the season, keeping Niko Kovac’s side within two points of rivals Borussia Dortmund, RB Leipzig and Bayer Leverkusen.Lewandowski’s decision to extend his contract is a massive boost to Bayern as they look to retain the Bundesliga title and reimpose themselves as a major European power.“He has a lot of responsibility here at Bayern, and he lives up to that,” said coach Kovac on Thursday before the announcement of the new contract was made public.“(The contract extension) is also a sign of how important the club is to him.”Lewandowski has more than proved his worth in recent weeks, and more goals are expected on Saturday afternoon.The Polish star has a sparkling record of 14 goals in 17 appearances against Mainz, who have lost their opening two games.– Hazard out for Dortmund –With Lewandowski’s contract negotiations and uncertainty over the future of club president Uli Hoeness  off-field matters have somewhat overshadowed Bayern’s preparations this week.Yet Kovac’s side, who sit in a lowly sixth thanks to their opening day draw with Hertha Berlin, cannot afford any on-field slips on Saturday.Dortmund, Leipzig and Leverkusen finished in the top four behind Bayern last season, and all have picked up maximum points from their opening two games.Kovac admitted on Thursday that Bayern may face more competitors for the title than they have in previous years.“I think the same teams will be at the top again. The gap between those at the top and mid-table will get bigger,” he said.Leipzig travel to Borussia Moenchengladbach on Friday evening, while Leverkusen host Hoffenheim on Saturday.Table-toppers Dortmund face a reunion with former player Neven Subotic on their visit to promoted side Union Berlin on Saturday evening. Subotic, who alongside Lewandowski won back-to-back Bundesliga titles for Dortmund under Jurgen Klopp in 2011 and 2012, said this week that he was still close to his former team-mates.“What we experienced together back then, it was bit like going to the moon. You try to explain to other people what it was like, but words aren’t enough,” he told broadcaster RTL.Yet Subotic, who moved to Union before the beginning of the season, said that even at Dortmund, he had never experienced support quite like that at the East Berlin club.“I have experienced a lot, but the way the Union fans celebrated us after we lost 4-0 to RB Leipzig, I have never experienced anything like that,” he said.Union, still searching for their first ever Bundesliga win, face a formidable Dortmund side who have scored eight goals in their first two games.Dortmund coach Lucien Favre will have to do without Belgian winger Thorgan Hazard, who has been ruled out for several weeks after picking up a rib injury against Cologne last weekend.Hazard’s fellow new arrival Julian Brandt is therefore expected to make his first start for Dortmund.Bundesliga fixtures (kick-off times 1330 GMT unless stated):FridayBorussia Moenchengladbach v RB Leipzig (1830)SaturdayBayern Munich v Mainz, Bayer Leverkusen v Hoffenheim, Wolfsburg v Paderborn, Freiburg v Cologne, Schalke v Hertha Berlin, Union Berlin v Borussia Dortmund (1630)SundayWerder Bremen v Augsburg, Eintracht Frankfurt v Fortuna Duesseldorf (1600)Share on: WhatsApplast_img read more

Mallard’s Team of the Week – Nelson Leafs Award Winners

first_imgThe Nelson Leafs culminated a very successful season on the ice with its annual awards banquet ceremony.The Leafs finished the Kootenay International Junior Hockey League campaign strong, knocking off Castlegar Rebels before being ousted by Beaver Valley Nitehawks. Sawyer Hunt –  Leading Scorer, Scholastic Player of the Year Devin Allen – Playoff Performer or Most Valuable Playoff Player Zach Morey – Defensemen of the Year Dale Howell – Most Valuable Player, Coaches Choice Jack Karran – Rookie of the Yearcenter_img Aigne McGeady-Bruce – Citizenship Trophy Brent Headon – Most Improved Player Mallard’s Source for sports would like to salute the Leaf award winners with Team of the Week honours.The winners included: Andy Fitzpatrick – Most Spirited Player, Most Sportsmanlike Player Sam Weber – Most Liked Player (voted by the players), Unsung Herolast_img read more

‘Africa Has a Destiny’

first_imgThe founder of the African Bible College University (ABCU) in the mining town of Yekapa, Nimba County has said that ‘Africa has a destiny’ owing to the continent’s rich historical accounts.Rev/Dr. John W. Chinchen made the disclosure when he served as orator during program marking the 13th Commencement Convocation of the ABCU, held on May 10, 2014.Dr. Chinchen said the writing of Africa’s rich history was long prophesied by the Prophet Isaiah about 2600 years ago when the Prophet spoke of the birth of Jesus Christ.Reading from the Isaiah Chapter 18, Rev/Dr Chinchen explained said that some of what Isaiah prophesized came to pass, including the birth of Jesus Christ.Recounting on his journey to Liberia, Rev. Chinchen explained that when he came to Liberia in 1970 while on his missionary journey, there were lots of difficulties he encountered. Some the difficulties, according to him, occurred in Sinoe County which “really got me downhearted, but with the reading from Isaiah Chapter 18, I was comforted as I got the answer.”He said, Isaiah prophecies about the lands beyond the rivers of Ethiopia as quoted in Isaiah 18, gave him clue to navigate the position of the Book at that time. According to the clergy, he felt that the lands were South Sahara Africa.With this prophecy, he said, “Africa has a great destiny and therefore, challenged the graduates to consider this as their destiny.”The African Bible Collage–University (ABCU) on the May 10, 2014 graduated 25 students who formed the third Commencement Convocation since the institution reopened following the end of the country’s 14-long year crisis.The University is offering three courses including Biblical studies, Education and Mass Communication.The ABC-U was founded in 1979 by Rev/Dr. John W. Chinchen, and his wife, Nell Chinchen with the aim to train Christian leaders for the service in Africa and the rest of the world.The university was founded with the vision to spread the gospel through the teaching of the Bible across Africa as it was envisioned in the heart of Dr. and Mrs. Chinchen after they had spent seven years as missionaries in the interior of Liberia training pastors and assisting in the operations of the ENI Mission School in Sinoe.During that time, the couple recognized the need to establish a college to meet the educational and spiritual needs of the secondary school graduates.As the result, the Chinchens designed four-year courses at the university standard that would hold to the highest academic standards, and meet the qualification to offer a Bachelor of Arts Degree.ABCU was granted university status in October 2008 by authorities at the National Commission on Higher Education of Liberia where institution gained university full status.The president of the university is Dr. Amos B. Miamen— a native of Liberia. He was among the first graduates of the ABCU when the college opened its academic door in 1979. Earlier in his welcome remark, Dr. Miamen commended the government and the local leadership of Nimba County for their supports. He added that the ABC University was dedicated to its core values of providing quality education, academic excellence, respect for all human beings, and the genuine demonstration of faith in learning.The occasion was attended by the president of the University of Liberia, Dr. Emmet Dennis, Dr. Bert of Gedeh County Community College, Nimba County Education Officer, the Country Director of SIM, Will Elphick,  the Country Director of Samaritan’s Purse –Liberia, Kendell Kauffeldt as well as parents and loved ones of the graduates.Lofa County Senator George Tingben, who is an Alumnus of the institution, was also among those in attendance.Share this:Click to share on Twitter (Opens in new window)Click to share on Facebook (Opens in new window)last_img read more

Rio Ferdinand set to arrive in Nairobi Dec 13

first_imgIn addition, he will on Saturday join up to 3,500 fans at the Guinness Fanzone for live screening of English Premier League matches where Manchester City take on Everton while Tottenham Hotspur tackle Burnley.“We are very excited to be bringing him (Rio) here to Kenya to reward Guinness drinkers.  Over the two days we will be embarking on a whole host of different activities giving him a real insight into the passion that there is for football in this country,” said Nduku Wamakau, the Guinness Marketing Manager, Kenya Breweries Limited.Ferdinand is expected to impart his football knowledge and the story of his career to youngsters over his stay in the country especially to the budding footballers who aspire to scale the heights of professional football.Ferdinand was just 19 and 8 days when he earned his first England cap, making him the youngest defender to play for England at the time.He is one of the most decorated English footballers of all time with 81 England caps and playing in three world cup squads. During his career at Manchester United he won six Premier League titles and 14 trophies, including the Champions League.0Shares0000(Visited 2 times, 1 visits today) 0Shares0000The former defender now turned football pundit will be meeting local football teams at a soccer camp where he will also be joined by renowned Kenyan referee Tabitha NjorogeNAIROBI, Kenya, Dec 5 – England and Manchester United legend Rio Ferdinand is expected in the country on December 13 ahead of a three-day tour courtesy of Guiness.The former defender now turned football pundit will be meeting local football teams at a soccer camp where he will also be joined by renowned Kenyan referee Tabitha Njoroge as well as meet the 12 winners of the Guinness consumer promotion as well as Guinness staff and retailers.last_img read more

Aaditya Thackeray to begin Jan Ashirwad Yatra on July 18

first_imgTaking a cue from Andhra Pradesh Chief Minister Y.S. Jaganmohan Reddy’s ‘Praja Sankalpa Padayatra’, launched before the State Assembly polls there, Yuva Sena chief Aaditya Thackeray will set out on the first phase of his ‘Jan Ashirwad Yatra’ from July 18 in Jalgaon, in north Maharashtra. “Aadityaji had visited all Lok Sabha seats from where Shiv Sena candidates were contesting in the State. It was due to his hard work that the party won 18 LS seats. It is the demand of the people that he visit every tehsil before Assembly elections. Therefore he has decided to launch the Jan Ashirwad Yatra from July 18,” said Varun Sardesai, secretary, Yuva Sena. It will be a yatra to thank those who voted for the Sena and to win the hearts of those who did not, said Mr. Sardesai. “He will interact with the youngsters, and with people across various sections of the society during his yatra,” he said and added that the yatra will cover 4,000 kilometres. In the first phase of the yatra, Mr. Thackeray will start from Jalgaon on July 18, be in Dhule and Malegaon on July 19 and from there proceed to Nashik the next day. After travelling to Nashik rural on July 21, the first phase will culminate at Shirdi on July 22. Asked whether the yatra will go through Assembly constituencies which will be contested by Shiv Sena candidates only, Mr. Sardesai said that the target is to cover each and every tehsil of the State. “This yatra will benefit Sena candidates and those of our ally BJP,” he said.Commenting on whether the Sena was copying Mr. Reddy’s model in Andhra Pradesh, the Yuva Sena leader said the yatra is not a copy of anyone. “But if certain steps in other places have helped others, then there is no harm in replicating it in Maharashtra,” he said.last_img read more

Cong. demands Naveen’s resignation

first_imgA publication of the Odisha government saying that Mahatma Gandhi’s death was ‘accidental’ has prompted the Congress to demand the resignation of Chief Minister Naveen Patnaik for distortion of fact.The two-page brochure, Aama Bapuji: Eka Jhalaka (Our Bapuji: A Glimpse) brought out by the School and Mass Education Department on occasion of Mahatma Gandhi’s 150th birth anniversary says that he died at the Birla House in New Delhi on January 30, 1948, in ‘accidental sequence of events’. The brochure was distributed in schools to give the students basic information about Gandhiji.Raising the issue in the Assembly during question and zero hour on Friday, Congress leader Narasingha Mishra said: “At the national level, there are attempts to portray Nathuram Godse as a hero and his statues are being worshipped. In Odisha, the State government has tried to toe a similar line by describing the death of the Mahatma as an accident. At a time when the nation is celebrating his 150th birth anniversary, this is highly deplorable.”last_img read more