Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Sefanaia Silimaibau
Supervisor Quality Assurance & Trainer
Thamer Noori
Director of Industrial Security and Safety Dept.
Richard Kimber
CEO and Founder
Suman Deep
Technical Architect

Leaders and Staff Share Insights on CU Contact Center Operations - Strategic Contact - Blog

Leaders and Staff Share Insights on CU Contact Center Operations

My last post took an analytical perspective on the state of credit union contact centers based on our proprietary Efficiency and Effectiveness Evolution (E3) Spectrums® tool. We also keep our fingers on the CU pulse through interactions with leaders and assessment project work that delivers direct input from frontline staff through surveys.

In CU contact center surveys and forums, we gathered input about agent location (and work-from-home specifically!) and learned some interesting things:

  • Hybrid (a mix of onsite and remote agents) is the predominant model today (70%) and will be in the future (76%). Roughly one-fifth of centers are (and will continue to be) exclusively onsite.
  • In the most common hybrid approach, some agents work exclusively onsite, some work exclusively from home. Agents who work from home must satisfy defined criteria.
  • Local only is the most common work from home (WFH) model, but centers are increasingly allowing broader geographies for remote agents.
  • Few centers are fully empowered to define staffing location policies; most centers must fit in with credit-union wide policies to some degree.
  • WFH is a strong tool for recruiting and hiring and a strong majority believe WFH staff can perform as well as in-house staff. Nonetheless, training, coaching and development, and engagement of WFH agents pose greater challenges.

Hiring, retention, and attendance remain daunting challenges for most centers. In a discussion forum I hosted, attendees shared their creative tactics:

  • They’ve boosted insights into the requirements and nature of the job by capturing a “day in the life” for prospective recruits.
  • They’ve sped up the timeline from application to offer (often working closely with HR partners!).
  • They’ve leveraged gamification, friendly/fun competition, and an assortment of “carrots” to drive engagement and attendance.
  • They’ve bumped pay and incentives with an eye toward retaining valued employees.

To complement the “top down” perspective, our surveys of frontline staff address a variety of topics including hiring, training, time to proficiency, knowledge sources, FCR, coaching, engagement, and career path. While results vary based on the center’s size, maturity, and culture, some interesting themes emerge:

  • Agents have a clear understanding of their positions. The hiring process works!
  • While training may be informal (e.g., one-to-one, on-the-job training), staff get comfortable quickly when they start handling contacts.
  • While time to proficiency varies, most agents attain competency within 3 months.
  • Most agents lean heavily on peers, emails, and desktop documents (“cheat sheets”) for information; their reliance on knowledge tools is low. Their inability to find the right information represents their biggest hindrance to achieving first contact resolution (FCR).
  • Coaching is too varied and infrequent; few meet the best practices targets consistently.
  • Credit unions achieve above average employee engagement relative to other contact center industry segments. However, like most centers, they hit below the mark in terms of compensation, rewards, and recognition.
  • Agents see greater career opportunities with other departments within the credit union than they do within the contact center.


Publish Date: March 28, 2023

2024 Buyers Guide Visual Communications

Premium Listing
SJS Solutions

Optymyse - Digital Employee Engagement
Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

View more from Strategic Contact

Recent Blog Posts:
Leaders and Staff Share Insights on CU Contact Center OperationsMarch 28, 2023
Surveys Highlight CC OpportunitiesNovember 12, 2020
Is Your Contact Center Ready for Novel Coronavirus-like Scenarios?February 26, 2020
Does Your Technology Help (or Hinder) Agent Engagement?February 5, 2020
Make 2020 the Year of the AgentDecember 3, 2019
Get Excited About Self-ServiceAugust 14, 2019

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =