Big Changes Coming? Build a Strong Foundation with a Scalable, Adaptable Contact Center
By: Jason Scott, VP, Workforce Management, VeleraSummary: What happens to contact center volume when change happens at your credit union? In this blog post, Jason Scott, Velera’s Vice President of Workforce Management, offers tips for preparing your contact center for increased volume during changes like mergers, core conversions or digital banking migrations – to help maintain trust, reduce friction and protect the member experience.
Jason Scott: In his role as Vice President, Workforce Management, Jason Scott focuses on balancing innovation, affordability and service integrity across Velera’s Contact Center operations. His work directly influences client affordability and competitiveness in price-sensitive segments, while driving forward investments in innovation. A certified Credit Union Development Educator (CUDE), Jason brings a mission-driven lens to every decision, ensuring that member impact and cooperative values remain at the forefront of operational strategy.
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