The 2017 Credit Union Contact Center Benchmark Survey Results

Register to download the results of the 2017 Credit Union Contact Benchmark Survey, conducted by Strategic Contact and sponsored by SilverCloud. The survey was conducted to empower credit union contact centers to raise their standards of service and respond to growing competition and heightened member expectations. In this document, we share insights and trends observed since the inaugural study in 2016.

Included within the survey report:

  • Break down of participant statistics and survey metrics
  • Overview of participating credit union asset and employee size
  • Highlight of results relating to contact center information – operations and staffing, channels and member access, QM and WFM, fraud and authentication, and training and KM
  • A look at strategy insights – business drivers, challenges, and priorities
  • Overview of the state of technology – core systems used, technology status and sourcing strategy
  • Results regarding metrics for inbound calls, chat, and email
  • General commentary



The 2017 Credit Union Contact Center Benchmark Survey Results
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