Case Study: Utah Community Credit Union

With CXone WFM, UCCU saw immediate gains in efficiency and morale

Even with extended hours of operation, UCCU maintained its headcount and reduced its AHLDT by 25% and its AHT by 11%+.

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Customer Story

  • CUSTOMER PROFILE


    ABOUT
    Utah Community Credit Union is an organization rooted in the credit union philosophy of “people helping people” and built on traditional values of commitment to outstanding service, respect for others, and fiscal responsibility. As the face of the credit union, UCCU’s service center operations are advancing company-wide digital transformation with AI-enabled technology and customer-centric service.
    INDUSTRY
    Financial Services
    WEBSITE
    www.uccu.com
    LOCATION
    Provo, Utah
    SIZE
    100 Agents
    NICE SOLUTIONS

     

    CHALLENGE


    The Utah Community Credit Union looked to evolve its operational model and member offerings technologically. With 100 agents largely managed through manual scheduling and reporting functions, UCCU transformation had to start from within its service center. This was the de-factor epicenter of UCCU’s growing range of digital touchpoints and manual scheduling functions, chronic incidents of over-and under-servicing, and increasingly frustrated agents could threaten to stall UCCU’s transformative goals.


    • “Our CXone WFM implementation was amazing—it was probably the best rollout I’ve ever been part of—and the way it has changed our workflow and created so many efficiencies is a game changer.”

      CAMI YOUNG

      ASSISTANT VICE PRESIDENT OF SERVICE CENTER OPERATIONS
      UTAH COMMUNITY CREDIT UNION

    SOLUTION


    With CXone WFM, UCCU saw immediate gains in efficiency and morale. With scheduling streamlined and automated, UCCU boosted its SLA scores in six months. Even with extended hours of operation, UCCU maintained its headcount and reduced its AHLDT by 25% and its AHT by 11%+. UCCU is replacing under-utilized drive-ups with contact center-managed ITMs, and exploring how NICE could deliver IVR capabilities to enhance fraud protection and introduce AI-enabled browsing and chatbots.

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