Case Study: Utah Community Credit Union (UCCU) achieves a 6-point SLA gain, 11% AHT reduction and 25% hold-time cut with NICE Systems' CXone Workforce Management

UCCU’s Service Center Improves SLA and Sets the Stage for a FinTech Transformation with NICE Workforce Management

Utah Community Credit Union (UCCU), a $3B member-owned financial institution serving 300,000+ members from 21 branches, faced rising demand and a planned expansion beyond Utah while managing 30,000+ monthly interactions with a 100‑agent service center. Manual processes and spreadsheet-based scheduling left the center understaffed or overstaffed at times, risking service levels and impeding the credit union’s broader fintech transformation goals.

UCCU implemented NICE CXone Workforce Management (with CXone Quality Management and multi-channel integration) to automate forecasting, scheduling, and real‑time performance management. Within months the center achieved a six‑point SLA gain (80→86), an 11%+ reduction in average handle time, a 25% cut in hold time, extended hours (including Saturdays) with fewer agents (no replacement needed for five attrited staff), and improved morale—positioning UCCU to roll out further AI-enabled fintech capabilities.

UCCU

Cami Young

Assistant Vice President of Service Center Operations