{"id":4268,"date":"2020-05-08T01:23:13","date_gmt":"2020-05-08T01:23:13","guid":{"rendered":"https:\/\/ptpinc.com\/staging\/?page_id=4268"},"modified":"2020-07-01T12:07:22","modified_gmt":"2020-07-01T19:07:22","slug":"american-first-credit-union","status":"publish","type":"page","link":"https:\/\/ptpinc.com\/staging\/our-clients\/american-first-credit-union\/","title":{"rendered":"American First Credit Union"},"content":{"rendered":"<h4>\n\t\tDelivering Personalized\n\t<\/h4>\n\t<h1>\n\t\t\t\tCustomer Experiences Through Analytics\n\t\t\t<\/h1>\n\t\t<p><strong>American First Credit Union<\/strong> (AFCU) requested a contact center solution that would personalize the customer experience, improve agent efficiency, and gather actionable customer insights. PTP implemented a strategy that employed natural speech IVR applications, speech analytics, and real-time reporting to achieve these goals.<\/p>\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/america_first_logo_circle.png\" alt=\"america_first_logo_circle\" itemprop=\"image\"\/>\n\t<h3>\n\t\t\t\tTHE CHALLENGES\n\t\t\t<\/h3>\n\t\t<p>AFCU\u2019s legacy contact center was no longer suited to their growing needs, leading to a diverse set of challenges, including:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\tInsufficient customer insight information collection<\/li><li>\t\t\t\t\n\t\tAn inability to effectively score agents\u2019 call quality<\/li><li>\t\t\t\t\n\t\tA need for an automated process to improve the customer experience and strengthen agent performance<\/li>\t<\/ul>\n\t<h3>\n\t\t\t\tImplementing a Three-Pronged Solution\n\t\t\t<\/h3>\n\t\t<p>PTP formed a two-phase, three-pronged strategy to resolve the unique problems with the AFCU\u2019s outdated contact center. Our implementation and solution included:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\t<p>IVR and Increased Availability of Self-Service\u201cProblem calls\u201d are more easily identified by a new, natural-language-based application, while IVR solutions streamline and personalize call flow.<\/p><\/li><li>\t\t\t\t\n\t\t<p>Speech Analytics and Quality MonitoringSupervisors receive an accurate, actionable assessment of member satisfaction in real time, improving agents\u2019 ability to handle and score calls and refining training efforts.<\/p><\/li><li>\t\t\t\t\n\t\t<p>Expanded Contact Center ReportingReal-time reporting enables immediate supervisor action to minimize negative interactions, while historic data supports future agent training.<\/p><\/li>\t<\/ul>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/america_first_image_small.jpg\" alt=\"america_first_image_small\" itemprop=\"image\"\/>\n\t<h3>\n\t\t\t\tdownload Full Case Study\n\t\t\t<\/h3>\n\t\t\t<a href=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/american_first_study.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" role=\"button\">\n\t\t\t\t\t\t\tDownload PDF\n\t\t<\/a>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/increase_revenue.png\" alt=\"increase_revenue\" itemprop=\"image\"\/>\n\t\t\t<h4>Increase in revenue<\/h4><h6>due to greater visibility in agent-member interactions<\/h6>\t\t\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/instant_help.png\" alt=\"instant_help\" itemprop=\"image\"\/>\n\t\t\t<h4>Member issues are addressed in real-time<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/reporting.png\" alt=\"reporting\" itemprop=\"image\"\/>\n\t\t\t<h3>Historical data predicts future customer needs<\/h3><h6> <\/h6>\t\t\t\n\t\t\t\t\t\t\t<p><i>\u201cI see the team at PTP as my friends, working with us to find the best customer service solutions to the issues we are facing.\u201d<\/i><\/p>\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t<h3 class='uabb-testimonial-author-name testimonial-author-name'>&#8211; Chad Tanner<\/h3>\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tVice President, Contact Centers\t\t\t\t\t\t\t\t\n\t<h4>\n\t\t\t\tABOUT\n\t\t\t<\/h4>\n\t\t<p>The member-owned America First Credit Union (AFCU) is Utah\u2019s largest credit union with a member-centric business approach, and is committed to providing exemplary financial services for every member.<\/p>\t\n<h4>\n\t\tOUR SUCCESS\n\t<\/h4>\n\t<h3>\n\t\t\t\tCAN BE YOUR SUCCESS\n\t\t\t<\/h3>\n\t\t<p>Since our beginning, we&#8217;ve been passionate about helping our clients provide the best customer experiences possible. This passion, combined with a lot of knowledge and hard work, has allowed us to work with some of the top brands in the world. And we&#8217;d like to do the exact same for you. Just give us a call to get the conversation started.<\/p>\t\n\t\t\t<a href=\"https:\/\/ptpinc.com\/staging\/schedule-an-assessment\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tSchedule an Assessment\n\t\t<\/a>\n","protected":false},"excerpt":{"rendered":"<p>Delivering Personalized Customer Experiences Through Analytics American First Credit Union (AFCU) requested a contact center solution that would personalize the customer experience, improve agent efficiency, and gather actionable customer insights. PTP implemented a strategy that employed natural speech IVR applications, speech analytics, and real-time reporting to achieve these goals. THE CHALLENGES AFCU\u2019s legacy contact center [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":3125,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"page-builder","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-4268","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4268"}],"collection":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/comments?post=4268"}],"version-history":[{"count":0,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4268\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/3125"}],"wp:attachment":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/media?parent=4268"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}