In our experience, the areas where there could be improvement are training, staff adoption, and getting the staff comfortable with utilizing the complexities of LinkLive, such as screen sharing. With some of the more advanced stuff, our associates were a little gun-shy. They didn't want to do that kind of stuff because it was too techy for them. The adoption of it on the staff side has been our biggest challenge with the whole thing. They can work on the documentation and upfront training. When you introduce a system to your team, the better the initial introduction and training are, the more buy-in you'll have. If things are not presented as well as they can be, they are going to get a preconceived notion that this system is not a good system, and trying to change their minds after is difficult. Training is so important in that respect. In addition, it would be nice if there were an interface with our core system. We have what we call our Portico teller system, which gives us member information. For communication with a member, it's a standalone product. We don't have any CRM built into it. When someone is chatting or doing a virtual call with you, you have to go to the Portico system to see if they're a member, what kind of relationship they have, and what their accounts are. Having those two working together, so that when the chat comes in you know exactly who you're dealing with and what their relationship with you is, would be very helpful.
