Credit First National Association Improves SLAs 45% with CXone

Overview

Credit First National Association (CFNA) was growing exponentially but its on-premises system made it difficult to service interactions. When COVID-19 hit, the system couldn’t support remote agents which threatened the ability to service customers.

After quickly implementing CXone, CFNA’s agents could work from any location. Agents also enjoyed their jobs more which increased engagement and retention while driving improvements such decreasing average speed to answer by 86% and improving SLAs by 45%.