Hiway’s Suzette Robinette was recently named to The International Customer Management Institute (ICMI) second annual Customer Experience Movers & Shakers list.
Robinette is the Member Service Manager with Hiway where she oversees the day-to-day operations of the credit union’s contact center. Hiway’s Contact Center handles nearly a quarter of a million calls per year. In addition to assisting Hiway’s members over the phone, the contact center also handles online chats and members emails.
“Our Contact Center is the first touch point for many of our members,” said Glen Durbahn, Senior Vice President of Member Experience and Branch Operations for Hiway. “Suzette has done a wonderful job of not only managing the overall operations but also training additional staff and overseeing the enhancement of our Contact Center’s capabilities.”
Robinette was instrumental in the implementation of Hiway’s expanded 24/7 call center service and the upgrading of its systems so the Contact Center can take overflow calls during normal business hours, thus reducing wait times. The Contact Center also handles calls outside of normal business hours, so members can speak to a Hiway representative to receive service and assistance at a time that is most convenient for them.
About ICMI
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals — from frontline agents to executives — who wish to improve customer experiences and increase efficiencies at every level of the contact center.
