How Do Credit Unions Reduce Call Center Volume?

Credit unions are containing half or more of inbound calls before an agent picks up. What containment means and what rate to expect.

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Liquidation Rate Is Not Why You Lose the Placement

Agencies optimize liquidation rate because it's the number they can see. Creditors run a different calculation, and these are the inputs.

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Nobody Learns This Job Anywhere But on a Live Account

Three years to a good collector is what happens when the only place to meet a hard call is a live one. How to size that cost, and shorten it.

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How AI Reduces Agent Training Time at Banks and Credit Unions

Time to proficiency runs longer than most institutions measure, and the cost lands every day an agent is still getting up to speed. What slows training down, and what changes when practice stops depending on a trainer's calendar.

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What happens after you sign

Most vendors go quiet after onboarding. How Posh runs implementation: two strategy sessions, a five-person team, and business reviews every three to four months.

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Stop Asking If You Can Afford AI. Start Asking Where the Money Already Is.

Webinar recap: Building the Business Case for AI, with Kathy Sianis (Posh) and Steve Goodwine (Hudson Valley Credit Union)

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Why Contact Center Agents Quit and How AI Improves Retention

Contact center attrition runs 30-45% a year and most agents leave within 12 months. What actually drives it, and the five things AI changes about the job.

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AI Vendor Risk in Banking: What to Evaluate Before You Sign

Four risks that matter when deploying AI at a bank or credit union, the controls that mitigate each, and how to compare vendors when feature lists look identical.

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Customer-Facing or Employee-Facing AI: Which Should Banks Deploy First?

Your customers and employees ask the same questions. Why unifying the knowledge layer beats running two AI projects, with data from 125+ institutions.

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