Modernizing Member Support with Smarter Solutions

Improved response times through intelligent skills-based routing

Enabled remote work to maintain seamless operations during disruptions

Empowered data-driven decisions with real-time performance dashboards

The Situation

Sunshine Coast Credit Union relied on manual call distribution and Excel-based reporting, which slowed down operations and created inefficiencies. Without automation or real-time tools, staff struggled to manage calls effectively, and supervisors lacked the visibility to oversee day-to-day operational performance.

The Impact

Manual call handling led to longer wait times, frequent call transfers, and inconsistent service for members. The lack of accurate, real-time reporting made it difficult for supervisors to identify issues, track KPIs, and make timely, data-driven decisions.

The Result

With ice Contact Center, SCCU implemented intelligent routing, real-time analytics, and cloud flexibility. This improved service speed and consistency, gave supervisors greater control, and enabled a hybrid model, giving staff the flexibility to work remotely.

Discover how SCCU enhanced member satisfaction and operational resilience by adopting ice Contact Center

“

"The customer service and technical assistance at ComputerTalk have been exceptional."

Chirstine Morrow

Contact Center Manager
Sunshine Coast Credit Union

Request a demo

Want to boost your contact center performance?

Discover the power of ice Contact Center for your team.