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CU Call Center Survey Reveals Long Road Ahead for CRM Integration

The survey shows that credit unions are not tracking first-call resolution rates.

CRM call center program

At many credit unions call center agents are frustrated about productivity lost to juggling multiple channels and disparate systems as organizations turn to member-facing improvements, such as online and mobile development.

This is among the findings of San Antonio-based KIVA Group’s 6th Annual Credit Union Call Center Survey, which benchmarked call center technology infrastructure, systems integration and member experience management.

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Roy Urrico

Roy Urrico

Roy W. Urrico specializes in articles about financial technology and services for Credit Union Times, as well as ghostwriting, copywriting, and case studies. Also: writer/editor of a semi-annual newsletter for Association for Financial Technology since 1997 and history projects funded by the U.S Interior Department, National Park Service and Warren County (N.Y.).

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