The National Credit Union Call Center Conference and Strategic Contact Team Up on Benchmarking Survey

The benchmarking survey collected information from credit unions across the country to learn what they are doing in these areas:

  • Strategy - including challenges and priorities
  • Contact Handling - including the roles of the center and other departments
  • Support Functions - including quality and workforce planning
  • Training - new hires and ongoing
  • Technology - from core systems to contact center-specific technology 
  • Metrics - actual and targets
  • And a variety of other areas such as home agents, hours of operation, and use of third party services

And, the results are in! Click here to download the full report. Lori Bocklund of Strategic Contact is the Closing Keynote at this year’s conference and will discuss findings from this benchmarking survey.   

About Strategic Contact: Strategic Contact, Inc. is an independent consulting firm focused on contact centers. Strategic Contact helps companies align contact center operations and technology with business objectives. They meet the people, process, and technology challenges of contact centers with innovative, effective approaches that deliver measurable results. The consultants are industry thought leaders, averaging over 25 years of experience. They work extensively with credit unions of all sizes.

About the National Credit Union Call Center ConferenceThe Conference has been helping credit unions across the US and Canada come together at a unique credit union specific conference for the last 20 years. The conference is designed to speak the credit union language, share the latest technology and operational methods, and connect every asset sized credit union with the insights necessary to deliver the service and access their members need.