02/28/2018

Member News

2017 Nationwide Credit Union Call Center Survey Reveals CRM Has a Long Road Ahead at Most Institutions

Findings of KIVA Group’s Annual Poll Point to Lack of Systems Integration as Major Hurdle

SAN ANTONIO, Texas – February 28, 2018 – KIVA Group, a premier, omnichannel CEM/CRM software provider to credit unions and banks, announced today the findings of its 6th Annual Credit Union Call Center Survey, which benchmarks where the industry stands in the areas of call center technology infrastructure, systems integration and member experience management.

Results are based on a survey of 131 credit union professionals responsible for member contact centers as well senior operations executives and C-level officers from 131 different credit unions across the U.S. The institutions polled have assets ranging from $64 million to $9.38 billion; the median asset size is approximately $784 million.

To see key findings from the survey and the rest of this press release, click here.