Twinstar Credit Union focuses on creating a member experience that will keep its customers loyal. In this episode, we talk about which agent behaviors they analyze to make sure that their members receive the best possible service. Twinstar Credit Union received the Tethr CXcellence Award for Agent Relationships, in part because their agents outperformed their peers in offering proactive guidance. That's not the only metric they look at, though. Hear from Director of Digital Experience Aaron Mickelson on what they focus on to coach agents to excellence.