Credit Union Contact Center Benchmarking Survey

Strategic Contact conducted this benchmarking survey to help credit union contact centers improve their member service and respond to growing competition. This 101-page comprehensive report covers a wide range of topics:

• Strategic Alignment with the rest of the Credit Union
• Operations – including organization and staffing, channels and member access, QM and WFM, hiring, training, coaching, development, knowledge management
• Metrics – including inbound call metrics, email metrics, chat metrics, adherence, and attrition
• Technology Use and Plans – including sourcing, contact center technology, performance and analytics tools, core banking systems, desktop tools, fraud and authentication

The survey also summarizes participant demographics and provides expert commentary on the findings. Complete the form to get your free copy.

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