ORLANDO-How to deliver the best possible e-service experience? For one credit union, it boiled down to fixing members' computers and walking them through the CU's e-solutions while they waited.

Tampa-based GTE Financial has seen great success with its "Techs On Tour" program. Chad Burney, SVP of virtual banking and CIO, told Credit Union Journal's Grow Show here that Techs on Tour is the result of two goals at the credit union: help members with their personal computer issues, and get the IT staff out of the back office and into the lobby so they can better engage with members themselves.

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