Case Study: Utah Community Credit Union achieves SLA gains and operational efficiency 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) was preparing for major growth beyond Utah and needed to modernize its service center to support 30,000+ monthly interactions while maintaining strong service levels. Before working with NICE Systems, UCCU relied on manual spreadsheets and guesswork for scheduling, which created staffing inefficiencies, missed breaks, and pressure on the agent and member experience.

NICE Systems implemented NICE CXone Workforce Management and CXone Quality Management to automate forecasting, scheduling, and performance tracking across UCCU’s multi-channel service center. The results included a 6-point SLA increase, an 11% reduction in average handle time, a 25% reduction in average hold time, and enough capacity to avoid replacing five departed agents while extending service hours to Saturdays.

Utah Community Credit Union

Cami Young

Assistant Vice President