Essential Credit Union, founded in 1972 by Dow Chemical employees, serves 46,000+ members with $378M in assets through branches, web, and phone services. Facing high call abandonment and handle times, they sought to update contact center functionality, speed reporting, and maximize agent availability. Xima Contact Center Software slashed abandonment rates, reduced handle times, delivered real-time performance insights toward goals, simplified reporting, and boosted service levels—making agents happier and more efficient, as noted by supervisor Tee Collins, enhancing overall member experience.

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