Credit Union Contact Center Operations Benchmarking Survey

Strategic Contact conducts benchmarking surveys to help credit union contact centers improve their member service and respond to growing competition. As Part 1 of a 3-part series, this report focuses on operations and has been included in the 2020 Credit Union Contact Center Benchmarking Survey. Topics include:

• Organization and Staffing – span of control, wages, home-based agents, support resources
• Channels and Member Access – current offerings, future plans, outsourcing
• Quality Monitoring and Workforce Management – QM practices, Voice of the Member surveys, forecasting/scheduling
• Hiring, Coaching, and Development – candidate sources/screening, coaching targets/actuals
• Training – new hires and ongoing
• Knowledge Management – tools, administration, challenges

Complete the form to get your free copy.

THANK YOU TO OUR SPONSORS
PLATINUM SPONSORS
GOLD SPONSOR
CONFERENCE SPONSOR
MEDIA SPONSOR