CASE STUDY About Credit First National Association Credit First National Association’s (CFNA) customer service center supports customers, merchants and recovery services. Five hundred fifty agents are spread across three locations, Brook Park, OH; Phoenix AZ and Manilla, PH, working from home and in the office. They provide support 14 hours per day and service an annual contact volume of 1.5 million interactions. “The customer service team primarily handles inbound interactions, and we also have an outbound recovery department,” says Jim Hutson, Workforce and Knowledge Management Manager at CFNA. The Challenge CFNA experienced explosive growth, but it’s on-premises contact center hampered its expansion. Jim explains: “Prior to NICE CXone, we didn’t have a contact center solution

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