Case Study: MIDFLORIDA Credit Union achieves improved staffing accuracy and branch operational efficiency with Verint Systems' Strategic Desktop and Process Analytics

MIDFLORIDA Credit Union - Customer Case Study

MIDFLORIDA Credit Union, a Lakeland-based financial institution founded in 1954 with 240,000+ members, $2.6B in assets, and 40 branches, faced operational challenges after a core banking upgrade. Outdated workforce model assumptions, declining in-branch transactions, and reliance on infrequent, manual AHT sampling left the credit union without reliable visibility into branch activity and staffing needs.

To address this, MIDFLORIDA implemented Verint Strategic Desktop and Process Analytics to capture desktop activity, map processes, and continuously measure average handle time across employees and branches. The solution provided granular, enterprise-wide insights that improved staffing accuracy and teller performance, prompted better member service, and enabled targeted process improvements and operational efficiencies.

MIDFLORIDA Credit Union

Michael Cheeseman

SVP Business Intelligence