Case Study: Texas County & District Retirement System achieves optimized, scalable contact center performance with 8x8

The Texas County & District Retirement System optimizes its contact center on 8x8

The Texas County & District Retirement System (TCDRS) provides retirement, disability and survivor benefits to more than 345,000 members across 830+ county and district employers in Texas. Its 20-agent contact center, historically office-based, was forced to shift to remote and hybrid work during the pandemic while coping with significantly higher call volumes, exposing challenges in agent availability, call quality and staffing forecasts.

TCDRS leveraged 8x8 Work and Contact Center with call recording, 8x8 Analytics and Verint workforce management, and engaged 8x8 Professional Services to refine KPIs and reduce unavailable time. The outcome was clearer performance visibility, improved call quality, shorter wait times and a 67% growth in the agent team—creating an optimized, scalable hybrid contact center.

Texas County & District Retirement System

Catherine Sorahan

Manager, Member Services