2020 Credit Union Contact Center Benchmark Survey Results: Operations, Metrics, and Technology

2020 CU Contact Center Survey Report

Register to download the results of the 2020 Credit Union Contact Benchmark Survey, conducted by Strategic Contact and sponsored by SilverCloud. Strategic Contact conducted this study to empower credit union contact centers to optimize service and respond to growing competition and heightened member expectations.

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:
    • Industry commentary
    • Strategic Alignment
    • Operations insights ranging from staffing, training, and knowledge management
    • Metrics including call, email, and chat metrics
    • Technology breakdown including sourcing, contact center technology, fraud and authentication
  • A look at strategy insights - business drivers, challenges, and priorities


About Strategic Contact & SilverCloud 


Strategic Contact

Strategic Contact is an independent contact center consulting firm that provides objective perspectives based on their deep experience. They help clients plan for and adapt to change and growth, assess current environments, develop strategies, evaluate and implement new technologies, refine processes, develop virtualized center configurations, and conduct business case analysis.

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SilverCloud helps banks credit unions deliver better support and service. Our web based procedure management solution empowers your staff with easy to find, follow, and manage policies, procedures and product information. More than technology, we provide the content services, insights, and analytics to ensure that you're finally fixed your knowledge management issues.