NORTH HAVEN, Conn.-Connex CU's director of training is in the middle of leading a course when her phone rings. She stops the class, takes the call, and provides information that eventually helps a member.

Audrey Shelton is part of the CU's new Ask team (All Support Knowledge) and she knows that whenever the ASK team line rings it's her job is to help a member. The person on the other end of the call is an MSR who does not have the answer to a question a member has asked. Connex has a rule: you do not keep members waiting for an answer.

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