Credit Union Contact Center Technology Benchmarking Survey

Strategic Contact conducts benchmarking surveys to help credit union contact centers improve their member service and respond to growing competition. As Part 2 of a 3-part series, this report focuses on technology and has been included in the 2020 Credit Union Contact Center Benchmarking Survey. Topics include:

• Strategy – alignment with rest of CU, trusted advisors within CU
• Sourcing – premise vs cloud, future plans
• CC Technology Usage – primary vendor partner, applications supported
• CC Performance and Analytics Tools – status and plans
• Core Banking System and Desktop Tools – primary vendor partner, applications supported
• Fraud and Authentication – tools, plans

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