Contact Center Transformation That Cut Wait Times by 90%

The contact center is often where member experience succeeds or falls short. When long wait times and rising frustration begin to take hold, the impact starts to extend far beyond the phone line. This can lead to lower member trust and staff morale as overall performance takes a dip.

That was the situation at Travis Credit Union before CEO Kevin Miller made some major, yet simple and effective changes. Rather than working around the issue, leadership tackled it head-on. In just 30 days, the team conducted 45 interviews across the organization to uncover root causes and reframe challenges as shared, enterprise-wide priorities.

What followed was an organization-wide effort to improve performance and rebuild the member experience. Within six months, wait times dropped by 50%. Within a year, they were down 90%.

In this webinar, Travis Credit Union CEO Kevin Miller will walk through the decisions, conversations, and leadership shifts that turned the contact center into a reliable member experience.

What you’ll learn:

How the credit union diagnosed their challenges and created a framework for sustained improvement.
Why shifting focus from the call center to the entire organization was critical to the initiative’s success.
The process and structure the team used for interviews to obtain useful insights
Practical lessons and best practices your credit union can learn from to improve member experience.

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Guest Speaker

Kevin Miller, CEO

Kevin is the President and Chief Executive Officer of Travis Credit Union. He has nearly 20 years of experience in the financial services industry and has held a variety of senior and executive roles with national and regional financial institutions. Prior to Travis Credit Union, Kevin was the Chief Growth Officer of a fintech, focused on empowering underserved consumers to improve their credit and financial wellbeing.

Kevin earned Master of Science in Integrated Marketing Communications from Northwestern University and a Bachelor of Arts in Organizational Communications from the University of South Florida. He also serves on the Board of Directors for the Solano Economic Development Corporation and Travis Credit Union Foundation, and is on the Advisory Board for the Global Retail Marketing Association.