The combined solutions' capabilities, along with performance management solutions from NICE, can provide CUNA Mutual with a holistic view of contact center business performance that uniquely addresses the full spectrum of business issues ranging from operational to strategic. NICE offers CUNA Mutual the leading solutions in quality monitoring, workforce management, interaction analytics, and coaching, enabling performance improvements at all levels - the agent, supervisor, and contact center, and providing a significant contribution to enterprise performance.
CUNA Mutual can now hone in on calls where particular issues are mentioned or an elevated level of emotion is displayed by the calling customer or handling service agent. This facilitates a deeper understanding of the issues that prompt customers to call or impact customer loyalty, and identifies areas, both within the call center and throughout the enterprise, where improvements may be needed. Furthermore, they can compile data seamlessly across the enterprise, enabling more accurate and effective forecasting, planning and scheduling of the workforce. This results in more consistent service to customers with lower operating costs and higher employee morale.
"CUNA Mutual is committed to providing best-in-class service possible to its customers," said Rick Roy, Senior Vice President Customer Operations, CUNA Mutual. "NICE has given us the tools we need to really hear what our customers are saying, while also improving operational efficiencies, maximizing resources, supporting agent training and coaching, and even increasing revenues."
"We also engaged NICE's Consulting Services team to help us maximize the benefits of the NICE solution, accelerate our ROI, focus on desirable outcomes, and deliver tangible and measurable results," added Mr. Roy .