Business View Magazine | January 2021

254 BUSINESS VIEW MAGAZINE JANUARY 2021 calls and had 3,000 chats. Changes to the way they have done business during the pandemic can sometimes mean service is a bit slower, but employees have been working hard to make sure members are being serviced within a reasonable timeframe. “This is the dedication that’s cool with the contact center,” says MacKnight. “The people can’t always wait on the phone, so they can leave a voice message. And we are very proud that every voice message is answered before contact center employees go home. They are willing to do that. No one is pushing the team, they know that’s just so important. So that’s a strength. The strength of not only dedication to the members, but looking at different avenues.” While things have changed over time and through COVID, one thing that hasn’t altered is Triangle’s commitment to its members. MacKnight emphasizes, “Our mission is very simple: identifying our existing and potential members’ needs and servicing them. This year, especially, how we service the members has changed quite a bit but the culture within our workforce means everybody understands what needs to be done and there isn’t any question. They are very dedicated to making sure the members are looked after and that’s something I always get inspired by.” PREFERRED VENDORS n Bottomline Technologies www.bottomline.com n BranchServ www.branchserv.com | sales@branchserv.com BranchServ is a leading security/automation equipment and service provider for banks and credit unions nationwide. As an employee-owned company, our team is invested in your success and provides comprehensive, cutting-edge solutions to ensure your institution’s ability to Put Your Best Branch Forward. BranchServ is a Hyosung Preferred Partner. n Colonial Printing www.colonialprintingnh.com